Customer Success: Dimensional Dental

“We did quite an extensive search when we were looking for what technology we wanted to put into place. The organization had some goals at the time when the search started as to some massive growth. When the search first started the organization had about 20 to 25 locations, grew to 65, and ultimately 150 practices. So we were very cognizant of the fact of finding a platform that was going to be able to scale with us and scale with us rather quickly. The other key to that is, being a larger DSO in the space, we also had to make sure our costs were very defined. So one of the benefits we were able to ascertain from the beginning with Dentrix Enterprise was the cost model was very straightforward. So we knew for every acquisition or new facility that we would turn up or turn online that was a very predictable cost for us to do that. Also, another key factor that was really important to us was robust infrastructure that we could integrate with a global digital radiography platform. So coming from an organization that was paper chart and also film based x-rays, it was very important for us to go in and find a solution that would scale with us digitally so that we could grow the organization without having to reinvest a lot of time and technology as the organization grew.

“The implementation we had at Dimensional spanned a fairly large amount of time due to the growth we were doing at the time when we were doing the implementation. So as we found some of the improvements we needed to make in our process, as we were going through it, we had to kind of tweak the implementation plan. One of the things that was very nice about that Dentrix Enterprise is it gave us the capability to be able to make the customizations that we needed to make to fit into our practices. Some of our practices were a little unique in the landscape, from some of our competition, due to the amount of managed care that we do in the organization. That's a very difficult systemic technology hurdle to usually overcome, and with the open architecture Dentrix Enterprise we were able to put those customizations in place to allow the organization still function the way it needed to function across its multiple lines of business.

“At Dimensional we’ve centralized revenue cycle management. Historically that was handled in each individual clinic. And after our integration to a centralized solution we were able to make a central billing office which gave us options to allow that centralization to occur. We were able to cut down on the amount of staff hours it took us to complete those functions because it was now handled in a centralized area which created efficiencies for us in the business, from having tighter control over the revenue cycle function versus it being distributed amongst all of our field clinics.

“Some of the things we were able to centralize with Dentrix Enterprise was everything from practice management system to going completely chartless as well as digital radiography. The practices prior where on a very decentralized model, as well as with revenue cycle management, and going to one system allowed us to take more control at the top level of the organization as well as centralized daily functions as well as reporting and impacting revenue and EBITA functions.

“We have a high amount of claims that we process on a regular basis. Our organization does north of 50,000 claims per month on certain months due to the size. So the scalability of the platform and the efficiency allows us to handle that volume very effectively without having to have a lot of extra overhead in the revenue cycle management process.

“We've actually implemented Demandforce in our organization for multiple reasons. Due to the size of our clinics, doing daily recall and daily appointment reminders was a very labor-intensive, manual tasks. So as we were evaluating solution we were very happy to find out that Demandforce had a direct integration into Dentrix Enterprise because it's really cut down on the amount of daily overhead and daily time to do repetitive tasks such as reminders, recalls, and upcoming appointment request.

“We see in the future the growth going with Dentrix Enterprise – we’re now doing what we call Patient-Centric Focus. So we're looking forward to some of the newer features that are going to be coming out that are going to allow us to really take our existing patient base and our existing technology that we've invested in and put in here, and really reach out to those patients proactively and be able to retain more, as well as fulfilling their dental needs on a more regular basis. And that could be everything from continuing treatment using advanced features and technology with integrations that allow us to be more customer-focused and ultimately allows us to streamline the process for the customer experience when they come into one of our dental clinics.

“We would definitely recommend Dentrix Enterprise to a mid and large Market DSO group. Due to its scalability and open architecture of the platform it really allows you to do what you want to run the business while extracting the proper data points that you need to manage the business. Also, the cost-effectiveness of the solution post-implementation is very attractive financial model for growing DSOs and growing businesses because it allows you to build up and scale as you grow versus having a high upfront cost and it's a very predictable cost structure. So we definitely would recommend an organization that's wanting to grow and scale to strongly consider looking at Dentrix Enterprise.”