Australasian Dentist Issue 89

Category AustrAlAsiAn Dentist 109 laBs Another Plus point For dentists that prefer online correspond- ence, Andent recently rolled out a cus- tomer service portal that offers increased efficiency and ease-of-transactions. Andent Plus was launched in March as a testament to the lab’s commitment to meet the constantly evolving needs of the Australian dental industry. “Andent Plus is part of our continuing investment in customer-focused tech- nology. instead of simply investing in lab-side technologies that make our work easier or those that improve the quality of our products – which we have consistently done and will continue to do so – we are also putting resources into technologies that enhance the customer experience,” smith emphasises. Andent Plus provides customers 24/7 access to real-time updates on the status of their cases. Available as a value-add service at no extra charge, dentists only need to create a free account to begin their online interactions with the lab. Once they have booked in a case, the dentists would receive a confirmation via email with a note detailing which day the case is scheduled to dispatch. they will get another email, along with tracking number, when the case leaves the lab. in short, you can track your case easily, immediately, at any time of the day. Andent Plus also acts as a one-stop portal for dentists to access all the relevant information for each case, letting users view all their transactions at one glance. this includes purchase history, invoices (available for downloads), and a convenient e-payment system. Further, customers are able to book a pick-up, submit a digital case, order personalised lab sheets or print them instantly. Case photos and further technical instructions may also be uploaded. Man or machine: it’s your choice For all its advantages, smith says, Andent Plus is but another option with which to interact with the lab, as some dentists may want to review cases after hours, or download invoices and statements at their own convenience – similar to online banking. All the other channels of communication – including easy phone and email access to the technical support team and the personalised assistance of the CrMs – remain intact. “the portal is about giving people access to information they have come to expect to be available on-hand when they want it,” he says. “We still want to maintain that strong interaction with all our dentists and customers. end of the day, it’s about building the customer relationship in a way that benefits each individual dentist.” Real-time reliability As dentists navigate the new normal business environment in which they now operate – one fraught with sudden lockdowns and unforeseen restrictions – Dang believes that the need for open, transparent and instantaneous communication between dentists and their labs is more imperative than ever. Andent customers enjoy the added assurance that all their cases are locally made and distributed. During the messier periods of ad hoc restrictions, Dang personally helped clients expedite their cases – such as, when the temporary crowns did not last as long as anticipated – or held back packages when the clinics were abruptly forced to close. “if you aren’t transparent or able to work to specified deadlines, the client’s business won’t be able to function well,” Dang says. “We offer clockwork service so that dentists know well ahead of time how to rebook their patients, some of whom are booked 4-5 months in advance.” “Whether they are using Andent Plus, going directly to a CrM like Huy (Dang)” or even chatting to the amazing team in the lab, Matt adds, “we are all about giving dentists reliability and predictability. And that is something to say, in this day and age.” u