The DEXIS™ team enjoys hearing from dental professionals who contact us about how digital imaging has improved their practices from both a clinical and business perspective. Recently, we heard from Forrest Feld, an IT professional from Seminole, FL, who installs and troubleshoots technology in dental offices. He shared some interesting insights on dental offices that have finally switched from their troublesome imaging systems to DEXIS.
“Some of these customers start by calling their equipment representative and asking for the cheapest system,” he says. “They don’t ask, ‘What is the best?’ Then, when they start having problems, such as glitches due to software incompatibility and insufficient beta testing on the part of the manufacturer, they call me to ask why.” He says that these dental offices use the less expensive imaging system until frustration sets in, and sometimes they switch to yet another system, and then, eventually, they switch to DEXIS, which is the system that Feld recommends.
During this time, “they are losing productivity and wasting both the doctor’s and the patients’ time,” Feld said. “The money spent on switching sensors and calling in IT professionals is best spent elsewhere in the budget.” He says the lower-cost systems also offer less-trained customer service support, which he describes as “aggravating.” “One of my customers had a different system, and it took me two days on the phone with their support to find out about an adaptor for the hardware. They ‘weren’t sure’ if it would work. And even if I did get it working, if the software is flawed, that flaw could damage the database that stores all of the patient records. Hypothetically, the system could crash and then, the office can lose very important records. Then the doctor asks me, ‘How did this happen?’”
Feld has found that DEXIS is easier to set up and maintain, and the U.S-based customer service team is reliable and knowledgeable. “When I do need help with a dentist’s DEXIS system, technical support does not have to guess at the answer, or read directly off of a phone prompt,” says Feld. He continues, “One of the coolest aspects of calling DEXIS tech support is the option to press a prompt for immediate assistance if a patient is waiting in the chair. This feature shows that DEXIS understands the urgency for assistance even during their busiest customer service times.”
Feld notes that although he makes his living servicing technology, he does not like to see his valued customers angry or frustrated with equipment and DEXIS dental software that is supposed to increase their productivity. When a critical error occurs (for example, if the xray software crashes on startup), there is a possibility that the system will not be able to launch, basically grinding the radiography department to a halt until IT support is able to reconcile the issue. “Losing patient records is not worth it; wasting time when the software fails, and you can’t use the X-ray system is not worth it, and poor image quality with no way to fix it is definitely not worth it,” says Feld. “How much would a doctor pay to stop all of these problems from happening? Picking the cheapest system can cost a lot more over the long run. They should just invest in the best first.”
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