Oralstack

Customer story · Pilot · Singapore

How DFI Synergy moved their front desk into Oralstack in three days.

A three-chair, four-provider clinic in Singapore replaced a paper diary and WhatsApp-led rescheduling with Oralstack's drag-driven schedule and discharge-flow billing — with no migration downtime and no fallback diary in parallel.

“We used to book on WhatsApp and a paper diary. Now we don't reschedule without it being on the schedule, and the bill is ready before the patient stands up.”
Practice manager, DFI Synergy
Schedule · Mon 27 AprLive demoDFI Synergy · Singapore
Chair 1
Chair 2
Chair 3
08:00
09:00
10:00
11:00
12:00
13:00
14:00
15:00
16:00
Drag any appointment— confirmation sends instantlyView day →

The situation

DFI Synergy ran a busy general + hygiene practice on a paper diary, supplemented by WhatsApp confirmations and a separate billing spreadsheet. The setup worked when the clinic was smaller — but as appointment volume grew, three problems became routine.

  • Reschedules made on WhatsApp didn't always reach the diary in real time, occasionally producing double bookings.
  • Billing was reconciled at end-of-day. The same-day-bill rate sat at 60%; the rest were follow-ups that cost staff time and aged into receivables.
  • Recall outreach was manual. Patients due for hygiene at six months were tracked in a spreadsheet that nobody updated consistently.

Why Oralstack

DFI Synergy evaluated three options to replace the paper-and-WhatsApp setup: continue with Plato (the dominant Singapore PMS), Open Dental, or Oralstack. The shortlist came down to two requirements neither legacy option met cleanly.

The first was a schedule the front desk could drive in seconds, not consult through forms — drag-to-reschedule with timezone-correct commits, inline new-patient registration, recall candidates surfaced before they aged. The second was billing tied to the chart so treatment lines populated themselves at discharge, with insurance and patient portion structurally separate.

Oralstack was chosen on a third factor as well: APAC region hosting, with a tenant-isolated data model designed against Singapore PDPA from day one. The clinic agreed to a three-day front-desk cutover with no fallback diary kept in parallel — a deliberate forcing function. Legacy paper-and-WhatsApp records reconciled into Oralstack in the background over the following weeks.

“The drag-to-reschedule was the moment it clicked. We move a patient from 10:00 to 14:00 in three seconds, and the confirmation message goes out before they've hung up the phone.”
Clinical director, DFI Synergy

What's running today

Schedule and billing went live on day three. Charting followed within the first week, recall in week two.

  • Schedule — 3 chairs, 4 providers, drag-to-reschedule with timezone-correct commits.
  • Billing — discharge-and-bill in the same flow, with treatment lines auto-populated from the chart.
  • Charting — tooth-led charting; case notes link to specific surfaces.
  • Recall — hygiene candidates surface three weeks before the due date, sorted by recall age.

What's running today, visualised

  • Discharge · Invoice INV-0421Live demoDevi Krishnan · #1054
    • DCC107Filling, composite (16-O)S$180.00
    • DCC301Polish & scaleS$120.00
    • DCC212Hygiene assessmentS$80.00
    SubtotalS$380.00
    GST (9%)S$34.20
    Total dueS$414.20

    Take payment

    Outstanding S$414.20 · pick a mode · audit-logged on submit

  • Patient chartLive demoLim Wei Jian · #1042

    Upper right

    Lower right

    FDI numbering · 5 surfaces (M/D/B/L/O) · click a tooth

  • Recall queueLive demo12 patients due
    • Devi KrishnanHygiene visit
      4moContacted
    • Aaron TeoRecall hygiene
      3moBooked
    WhatsApp templates · audit-logged · click row to sendSend recall →

What's next

DFI Synergy is the v13 imaging cohort: DICOM viewer in the patient chart, plus sensor-bridge integration for chairside capture. WhatsApp-templated recall messaging and insurance-line separation in billing follow in the next phase.

By the numbers

What changed in the first month.

  • 0 days

    From kickoff to front desk live on Oralstack — schedule and billing.

    Apr 2026

  • 0

    Appointments lost in the transition from the paper diary.

    Apr 2026 transition window

  • 0+

    Drag-to-reschedule operations completed in week three alone.

    Pilot week 3

  • 0%

    Same-day billing rate at week four, up from 60% pre-Oralstack.

    Pre-pilot vs week 4

How the numbers were measured

Same-day billing rate is the share of completed visits where the bill was settled in full before the patient left the chair, measured weekly from Oralstack's discharge-flow billing log against the visit's discharge timestamp. Pre-pilot baseline (60%) was taken from DFI Synergy's prior end-of-day reconciliation reports for Q1 2026, normalised to the same definition. Week-4 measurement (85%) is the trailing 14-day rolling average through the end of the fourth pilot week. Drag-to-reschedule operations are counted from the audit log (entries of type schedule_drag_committed). Cutover days are calendar days from kickoff to the schedule running for live patient traffic without a fallback paper diary running in parallel. Lost-appointment count is reconciled from the patient list at cutover against the first 30 days of bookings.

Buyers reviewing this case study are welcome to ask for the underlying queries — hello@oralstack.com.

Related reading

Pilot programme

Want to see Oralstack in your clinic?

We're onboarding a small group of clinics across Singapore and APAC each quarter. If you're considering a switch from Plato, Open Dental, or a paper-led workflow, we'd like to hear how your front desk runs.

Book a demo →All customers