Case Study

Kynetex Sports Care Freed Up 20 Hours a Week — and Reduced Admin Work By More Than 60% — with Spruce

Specialty: Chiropractic & Sports Rehabilitation
Practice Size: 11 Locations15+ Providers
Spruce Plan: Communicator

80%

Of no-show patients now reschedule immediately over text

20 hrs/week

Reclaimed from phone-based admin work and redirected to revenue-generating billing and claims work

< 1 hr/week

(Down from 3) spent on interoffice coordination using Internal Paging

$28,000+

Estimated annual value of that reclaimed time, without adding headcount

Executive Summary

Kynetex Sports Care Freed Up 20 Hours a Week — and Reduced Admin Work By More Than 60% — with Spruce

Kynetex Sports Care is a chiropractic and sports rehabilitation practice with 11 locations and more than 15 providers across New Jersey and Massachusetts. As the practice grew over time, relying on a mix of a stand-alone texting tool, a traditional phone carrier, a third-party call center, and a separate team messaging app led to slower patient responses and more manual follow-up work for staff. Michael Ingui, Owner of Kynetex, brought in Spruce to bring phone, text, and internal communication and coordination into one HIPAA-grade platform.

The result: admin staff cut phone-related work, such as answering calls, returning missed calls, and managing appointment scheduling, from roughly 30 hours a week to about 10. Interoffice communication dropped from 3 hours a week to under 1, and a receptionist who once spent nearly a full workweek managing calls now redirects 20 of those hours to billing and claims, helping the practice avoid an additional hire.

Challenges

A fragmented stack: a separate texting tool, a traditional phone carrier, and an app for internal messaging
A third-party call center that introduced wait times and inconsistent messaging across 11 locations
No way to give each location a local number while still managing everything from one place
No-shows that could go unaddressed for over a month, resulting in lost revenue

Solutions

Local phone numbers for each location, managed from one platform for HIPAA-compliant communication
Missed-call text-back for faster patient follow-up and responsiveness
Internal Paging to route billing and clinical questions to the right teammate instantly
Automated no-show follow-up texts that prompt same-day rescheduling

We just didn't have the capacity or technology to handle all these calls at once, or even have a clear way of texting. I said, ‘We need everything in one.’

Michael InguiOwner, Kynetex Sports Care

The Challenge

A Disjointed System Across 11 Locations

Before Spruce, Kynetex relied on a separate texting platform, a traditional phone carrier, and a third-party call center to manage patient communication across its New Jersey and Massachusetts locations. The call center introduced inconsistent messaging and long wait times, while internal coordination happened over a team messaging app, disconnected from the patient conversation itself. A billing question meant logging in to another system to pull up a patient's information before anyone could act on it.

One admin staff member spent 30 hours a week fielding calls alone, and voicemail review added another 3 hours weekly of listening, re-listening, and relaying notes to providers. When patients missed appointments, this inefficiency meant that getting them back on the schedule could take over a month, if it happened at all.

Ingui wanted a single, omnichannel platform that could give each of Kynetex's 11 locations its own local number, while still letting his two-person admin team manage everything centrally, without sacrificing HIPAA compliance.

Spruce checked off all the boxes, and then some. I appreciated its ability to handle all of our needs — giving patients an omnichannel way to communicate with the practice, while also segmenting our numbers so we could control who's assigned to what number, and whose patients are with what practice.

Michael InguiOwner, Kynetex Sports Care

The Solution

One Platform for All Locations

Text-first scheduling cuts phone time by more than half

With missed-call text-back, callers who don't reach the front desk are automatically invited to text instead, and Ingui estimates 8 out of 10 missed callers now do. Combined with proactive texting for existing patients, total admin phone time dropped from 30 hours a week to about 10.

30 hrs → 10 hrsweekly admin phone time

Voicemail summarization trims review time by two-thirds

Instead of listening to every message, staff scans Spruce's AI-generated summaries and transcripts, cutting weekly voicemail management from three hours to under one hour.

“AI Summarization has been wonderful! We’re able to quickly see what the call was regarding and be able to provide instantaneous feedback to our receptionist for quality assurance,” said Ingui.

3 hr → < 1 hrweekly voicemail review

Internal Paging for day-to-day coordination

Billing questions, scheduling requests, and clinical follow-ups now move through Spruce Paging inside the patient conversation, rather than a separate app disconnected from patient context. Ingui estimates this has cut interoffice coordination time between locations by about 3 hours a week, and reduced the follow-up investigation his operations manager used to do to track down why a call went unanswered.

3 hr → < 1 hrweekly interoffice coordination

Automated no-show messages recover lost bookings the same day

A friendly text goes out as soon as a patient misses an appointment, and Ingui says roughly 80% of no-show patients respond and reschedule right away, down from a process that used to take over a month to get the patient back in the office.

80%of no-shows reschedule right away

Because of Spruce, I was able to repurpose our receptionist. We freed up at least 20 hours a week of her time, which saved me from having to get another part-time biller.

Michael InguiOwner, Kynetex Sports Care

Conclusion

Built to Scale With the Practice

Altogether, Ingui says these changes freed up roughly 20 hours a week of admin time, time he has redirected to billing and claims follow-up instead of hiring an additional part-time biller. That reclaimed time is worth an estimated $28,000 or more a year in redeployed staff capacity, alongside the avoided cost of a new hire.

For a growing, multi-location practice, Spruce provided Kynetex a way to centralize communication without adding headcount, while still giving patients the local, text-first experience they've come to expect. As Kynetex prepares to add a 12th location, Ingui is continuing to incorporate more of Spruce’s automation into the workflow so his teams can coordinate quickly and accurately.

Key Results

20 hrs/week of admin time reclaimed and redirected to billing and claims, worth an estimated $28,000+ a year
Phone-related admin work cut from 30 hrs/week to about 10
80% of no-show patients reschedule the same day via text, down from a process that could take over a month
Interoffice coordination time cut from 3 hrs/week to under 1 using Internal Paging

See how Spruce helps multi-location healthcare practices like Kynetex Sports Care centralize communication and free up staff time for higher-value work.

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