CATEGORY AUSTRALASIAN DENTIST 45 COVER STORY Above and beyond Going above and beyond is standard practice for the team at Southern Cross Dental. Customer Solutions specialist Lindsay Harper recalls working with a customer to resolve a problem with their account. “Once I became aware of the problem, I called around to multiple departments to find a solution,” Lindsay explains. “I liaised with our internal Accounts Team as well as a number of other stakeholders to get the customer’s account back up and running smoothly.” Lindsay also assisted on a case requiring a customised mouthguard for a boxer competing in the Commonwealth Games – an exciting job that required great attention to detail and a swift turnaround time. Another custom mouthguard order came in for a 12-year-old skateboarding prodigy who was participating in the World Skateboarding Championships. This time, Archan and Joanne facilitated the order and were tasked with applying a specific logo from the skater’s sponsor on the mouthguard. Working to a tight deadline, they were able to deliver the customised solution with time for spare. Stories like these are always flooding in across the team. And regardless of whether an order is for a burgeoning athlete or an everyday customer, personalised service is guaranteed. Building lasting relationships Beyond its exceptional day-to-daycustomer service, Southern Cross Dental has become renowned for its supportive partnerships with dental practitioners across Australia and New Zealand. Partnering with the lab means more than just great products and support. It unlocks a range of education, growth, and business management tools to help practices thrive over the long term. Southern Cross Dental has become a go-to source for education and training in various dental specialisations across Australasia. They offer a range of professional development courses, including lectures, seminars, and hands-on workshops, designed to bring dental practitioners up to speed on the latest technological and manufacturing advancements across dentistry and prosthodontics. Customers can also access a range of resources through the online portal. Video guides, downloadable lab sheets and clinical articles are never in short supply, with new content being uploaded regularly. These complimentary resources equip dental practitioners with detailed product information, how-to’s and case studies to help them provide the best possible service to their patients. The next decade of customer service As SouthernCross Dental celebrates its 40th anniversary, the team is looking forward at what the next decade of customer service might look like. As they continue to partner with a growing number of dental practices across the country, efficiency and quality of service remain at the centre of their strategy. With plans to expand the team on the front lines, upskill their staff and further enhance their digital workflow through the online portal, Southern Cross Dental is primed and ready to support their customers through another 40 years. u Lindsay, Customer Solutions Representative Louise, Senior Customer Solutions Representative Patrick, Technical Support Specialist
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