In the dental world, the battle for new patients is never ending. In some communities, where a handful of dentists duke it out for a finite number of potential patients, the deciding factor is branding. The practice that controls all facets of their brand usually wins. Consider the following:
All of these impression points add to a patient’s image of a particular practice, which creates a brand. If all of these interactions are carefully managed by the dentist the brand can be controlled.
A hot topic for dental marketing has been centered on the telephone. Dental management consultants regularly raise a red flag when it comes to how the dentist’s team answers the phone. Most of us can probably share a story or two about less-than-stellar customer service when calling your dentist or other healthcare professional. For a new patient, how that phone call is answered is a make or break the interaction. For existing patients, how that phone call is answered either reinforces the patient’s decision to see that particular doctor or validates their thoughts on looking for a new doctor.
What if the telephone call went something like this?
Receptionist: Good morning, Mr. Smith! I see you’ll be visiting Dr. Jones next Friday. How can I help you?
Mr. Smith will be impressed. Even if Mr. Smith is the practice’s biggest pain in the butt, surely he’ll be impressed that his preferred dental practice treats him like a rock star. That experience differentiates the practice from the one down the street. That experience defines Mr. Smith’s image of the practice and contributes to the perceived brand. Do you think Mr. Smith is going to say something to a friend whenever the conversation turns to dentists? You bet, he will!
How is it possible for the receptionist to answer the call in that manner?
A new integration between Jive’s cloud-based telephone system and Curve Dental’s cloud-based management software provides the receptionist an opportunity to treat every patient in a personable and relevant manner; personable because the patient is greeted by name; relevant because the greeting can reference the patient’s current relationship with the practice, such as an existing appointment, or lack of appointment. The integration empowers the practice to really outshine the competition.
In its simplest term, I think you can call the integration a super useful caller ID feature. When a patient calls a notification will appear in the bottom right-hand corner of Curve Dental’s management software (see illustration). In the notification, the receptionist will see a picture of the patient, the line number, the patient’s name, status, and phone number. With an additional click, more of the patient’s data appears in the software. Instantly, very important information can be reviewed before the call is answered, such as next appointment date and balance.
I probably made a mistake when I called this feature “a super useful caller ID feature.” Functionality wise, that’s what it is in its current form. But this is only one step on an adventurous journey to further integrate Jive’s cloud-based telephony with Curve Dental’s practice management software. Lots and lots of fun things are on the horizon.
Cloud-based telephone systems are offered by many different companies. But Curve Dental chose Jive for these reasons:
The integration between Curve Hero and Jive is complimentary. If your practice is using Jive and Curve Hero then you got it. Making the two work together takes a quick phone call to the Curve Dental customer service team.
Andy Jensen is a 20-year veteran of the dental software business. He currently holds the position of Vice President and CMO for Curve Dental, Inc., a developer of web-based dental software available in the United States and Canada.