CATEGORY 116 AUSTRALASIAN DENTIST LABS “In fact, our digitally smart and connected system allows us to keep up with a higher volume of cases and yet offer highly personalised services.” The customer-centric service also extends to ad-hoc situations where the client may require speedier turnaround on short notice. In such cases, they may upgrade to Andent’s 48-hour Range, which is the premium selection of dental crowns that guarantees a 48-hour in-lab turnaround, instead of 7 days, as per their standard time frame. Priced at $315 and limited to three units per case, the express service offers a choice of six materials – 100% Monolithic Zirconia; UTZirc 100%; IPS e.max® CAD; VITA ENAMIC®; VITA SUPRINITY®; and Titanium. Customer support in different flavours When a customer calls up Andent’s helpdesk with a technical issue, aminimum of three technicians will be manning the phone lines. Complex cases may be escalated to more senior technicians like Marc, although he says the first-tier support staff are usually equal to the tasks. “When a customer has a query, they just need to get on their phones and someone will be there to help – instead of them wasting time with an answering machine,” he adds. “Our technicians are trained to handle any issues, big or small.” Going the extra mile to keep customers abreast of the lab’s latest processes and services, while ironing out any potential kinks indentist-techniciancommunication, the Andent team frequently hosts in-house tours, as well as in-person and virtual customer training events. When accessing their personal accounts – whether for billing, payments or just checking their transaction history – customers enjoy 24/7 access to Andent+, a securely encrypted online customer portal that never sleeps. The portal also allows dentists and labs to communicate across a range of contact channels with file sharing, case tracking and messaging functions enabled in the system. New Lab, New Employees Whether you are in the market for a new lab partner or simply starting on a clean slate, Andent offers a one-stop laboratory that caters to both traditional as well as digitally connected dental practices. In keeping with the theme of the day, Marc says that Andent is entering 2023 with a whole new complexion. “In the 8 or so months that I’ve been working here, I’ve seen so many changes,” he enthuses. “In terms of technology upgrades, quicker turnaround speeds, greater customer support, and supplying the greatest products available on the market, we have implemented so many ideas and changes, it’s almost like a brand new laboratory!” Finally, Marc gives a plug to the lab’s ongoing hiring exercise for the Abbotsford branch where he is based. “Andent is a company that is forever growing. This is an exciting time to join us. We have a great team, with great work and training opportunities.” “To anyone who has the desire to learn and be exposed to the latest dental lab technology, you won’t find a better place!” u EXCLUSIVE Workshop Series For Aspiring Dental Practice Owners During this 3-Part Series we’ll provide you with the latest updates in design and share insights into the process that will allow you to create a stunning practice design, that’s functional and practical. Find out more and register now at https://www.practicesuccess.org/workshopseries 9th - 23rd March 2023 evokeprojects.com.au
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