--- title: "Case study: telephony for a dental practice | Avepto" canonical_url: "https://avepto.ch/en/case-studies/cabinet-dentaire-niho-telephony" last_updated: "2026-09-13T20:46:31.755Z" meta: description: "Cabinet dentaire Niho in Geneva: telephony designed to improve patient experience, streamline operations and maintain service continuity." "og:description": "Cabinet dentaire Niho in Geneva: telephony designed to improve patient experience, streamline operations and maintain service continuity." "og:title": "Case study: telephony for a dental practice" "twitter:description": "Cabinet dentaire Niho in Geneva: telephony designed to improve patient experience, streamline operations and maintain service continuity." "twitter:title": "Case study: telephony for a dental practice" --- Telephony # Phone reception An extension of care. Cabinet dentaire Niho, in Geneva. The reception rules apply on their own, with no action from the team. [Book a call](https://avepto.ch/en/appointment)
Client
Cabinet dentaire Niho Dental practice
Location
Geneva French-speaking Switzerland
Scope
Phone reception Switchboard and announcements
Solution
Cloud telephony Announcements, mobile app
01 The client ## Cabinet dentaire Niho, dental care in Geneva. Cabinet dentaire Niho welcomes its patients in Geneva for the full range of routine dental care. Dr Mélanie Freudenreich brings the same attention to every step of the journey, from first contact to follow-up. Practitioners are often mid-treatment, and the phone remains the practice’s first front door. In Geneva, that welcome called for [a business phone system](https://avepto.ch/en/productivity/voip) worthy of the care itself. [Visit cabinet dentaire Niho ](https://cdniho.ch/) 02 Executive summary ## Every call carries a clear expectation. When cabinet dentaire Niho changed hands, Dr Mélanie Freudenreich wanted this first point of contact to match the attention given throughout the patient journey. The goal was twofold: provide clear information even when reception is unattended, and free the team from repetitive work that serves neither care nor patients. 03 Challenge ## Reception that depended on manual steps. Workable day to day, but not suited to an organisation that needs to remain reliable in every situation. 1. ### Service continuity depended on manual action Every closure, public holiday or on-call period required the line to be reconfigured, then returned to its usual settings. These recurring tasks created an unnecessary reliance on the availability of the team. 2. ### Patient information was vulnerable to oversight In the event of an oversight or unexpected situation, a call could go without a response or clear instructions. For the practice, this created an avoidable break in the journey; for the patient, uncertainty at the moment they needed an answer. 3. ### The line limited operational oversight The traditional line handled few simultaneous calls, offered little visibility into incoming enquiries, and did not make it easy to tailor a message to each situation. ![A cabinet dentaire Niho practitioner mid-treatment, wearing surgical loupes and gloves, both hands occupied](https://assets.avepto.ch/cdn-cgi/image/w=1680,h=1050,f=auto/static/v1/case-studies/telephonie-niho-soins.jpg)*Dental practice Phone reception designed to support care without drawing on practitioners’ time. Geneva* 04 Solution ## Reception rules applied without intervention. ### Centralising call-handling rules The traditional phone line was replaced with cloud telephony configured around the practice’s actual opening hours. Routing rules are applied automatically according to when a call comes in. The team no longer manages one-off settings. It has a reliable, consistent call-handling framework that endures over time. ### Providing the right information at the right time Dedicated announcements cover the main situations: unavailable team members, closures, holidays, public holidays and on-call periods. They are professionally recorded and tailored to the call context. Patients know what to expect, when to call back and, when necessary, where to turn. The reception remains helpful even when the front desk is unavailable. ### Anticipating key periods Public holidays are built into the setup. Holiday and on-call periods are prepared in advance from the dates sent by the practice, then activated according to the agreed calendar. This proactive approach safeguards service continuity and removes last-minute actions for the team, while keeping patient information consistent. ### Keeping the team reachable without complicating its day Several team members can handle calls from the mobile app, without relying on a dedicated device or manually activated forwarding. Availability becomes a shared capability rather than an individual constraint. When a patient is called back remotely, the practice number remains visible. The relationship stays identifiable and professional wherever the team member is working from. 05 Results ## More calls handled, with no extra load on the team. ### More patient calls handled More calls get through: callers are held rather than met with an engaged tone, and the team can answer from the app. ### Reception rules applied automatically Opening hours, closures, public holidays, holidays and on-call periods activate according to the calendar the practice sends. No manual action before a closure. Before Today Call-handling capacity up to two simultaneous calls calls handled in parallel, with callers held rather than rejected Out-of-hours reception voicemail managed by hand automated rules and contextual information Planned closures actions repeated before each period public holidays built in and periods prepared ahead Holidays and on-call periods risk of incomplete or late information dedicated announcements activated according to the practice calendar Missed calls limited visibility from the handset email notifications with caller number and time Team availability a dedicated mobile passed between colleagues calls handled from the app by several team members Patient call-backs an unidentified mobile number the practice number shown to the patient Message follow-up reviewed from the handset messages sent by email in the practice’s chosen format Reception oversight no consolidated view of activity statistics on volume, peaks and missed calls The setup also maintains continuity of response through the mobile app should the practice internet connection become unavailable. 06 Impact ## Reliable information, one less burden. ### For patients #### The risk, before Unavailable or generic information outside opening hours, creating uncertainty at a time that is often sensitive for the patient. #### The benefit, since Useful, consistent and contextual information at every call. Patients know when to call back and, if necessary, how to find the right care pathway during an on-call period. ### For the team #### The risk, before Recurring manual tasks, a device to pass around, and an organisation dependent on individual actions before every closure. #### The benefit, since A proactive, shared operating model: periods are prepared once, rules apply automatically, and the team stays reachable without operational burden. 07 ## Testimonial > “We send our holiday and on-call periods ahead, and the setup activates at the right time. The team can focus on its work, while patients receive clear, relevant information. *Dr Mélanie Freudenreich Founder of cabinet dentaire Niho* 08 Conclusion ## Three lessons from the project. - Phone reception is a point of contact in the patient journey. Its quality is also measured when the team is not available to answer directly. - Automation creates value when it removes recurring tasks without removing control: the practice sets its dates and the system applies the rules. - Form matters as much as content. Professional announcements make information clearer and carry the practice’s image from the first interaction. The setup now follows the practice’s rhythm: for each new holiday or on-call period, the dates are sent ahead and everything is prepared in advance. Call statistics also provide an objective basis for monitoring volumes, peak periods and missed calls. [Our service Business telephony Hosted system and call handling ](https://avepto.ch/en/productivity/voip) [Case study An Apple fleet across three offices Apple fleet management ](https://avepto.ch/en/case-studies/ai4-architecture-apple-fleet) [Case study Four hours of downtime, then the recovery Disaster recovery ](https://avepto.ch/en/case-studies/pain-fromage-studio-server-failure) Your phone reception ## Make your phone reception a lever for patient experience. Together, we can assess the continuity, clarity and efficiency of your phone reception. [Discuss your phone reception](https://avepto.ch/en/contact)