Challenge
The Challenge
Before Ella, Oxford answered no more than 85% of incoming calls, even after trying its phone system's native AI. Unanswered calls went to voicemail and started a long game of phone tag. Callers faced an impersonal IVR menu, with no coverage after hours.
The 11-location practice needed dependable coverage during volume spikes, evenings, and weekends, while keeping a person available whenever a caller asked for help.
Solution
The Solution
Oxford launched Ella, the Commure Voice Agent, on October 5, 2026, four weeks after signing. Ella books evaluations and follow-ups, confirms appointments, handles cancellations, and replaces the old phone menu.
24/7 and peak coverage
Ella answers during volume spikes, after hours, and on weekends. Oxford now starts the week with 6 to 10 weekend bookings, previously zero.
A person is always an option
Any caller who asks for a person is routed to the front desk.
Built-in learning
Oxford employees score calls and interactions to help Ella match the office's tone. She was adapting within 24 hours.
A launch team focused on Oxford
Athelas held working sessions throughout launch and monitored the first days.
Result
The Results
In Ella's first month, Oxford scheduled 14.3% more evaluations, or roughly 60 to 70 additional evaluations a month. With an average plan of care of 10 visits, Matt Ernst estimates the extra bookings are worth more than $60,000 a month, or about $720,000 a year.
Key results
• 14.3% more evaluations scheduled in the first month
• 60 to 70 extra evaluations booked each month
• $720,000 estimated annual value from additional evaluations
• 14x ROI on Oxford's annual Athelas contract
• 40% lower administrative costs across Athelas, Ella included
• 6 to 10 weekend bookings at the start of the week, previously zero
• 4 weeks from contract signature to live calls
• Call arrival rates on evaluations remain near 90%
“Ella was so much better than the previous system we tested; it was quickly embraced.”
— Matt Ernst, PT, MPT, OCS, COMT, CIDN, Partner, Oxford Physical Therapy
Julia Kordenbrock, Assistant Front Desk Manager, said the team now comes in Monday morning to find new patients scheduled from the weekend. Matt described one 81-year-old patient talking with Ella like a long-lost friend and appreciating how gently she handled the call.
What's next
Oxford is looking ahead to outbound agents that call leads and sees a path to moving more offices to deskless clinics. As Matt put it: “It's reproducible and trainable. It's an amplifier for your current staff.”
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