IVOCLAR VIVADENT,With the right training and education on the part of manufacturers and distributors, dentists can more confidently invest in technology that will not fail,Considering the challenges dentists face in their practices every day, the idea of adding new technology can seem overwhelming. Whether they’re transitioning to a new CAD/CAM system, imaging unit, or other equipment, the dental team needs to know there will be a smooth onboarding process and rock-solid support.,Donald Bell, Ivoclar Vivadent’s Vice President of Marketing, Digital Technologies, sees his company as a stakeholder in the success of the practice, which is why it has established extensive support systems and educational networks for its customers. For example, those who invest in the PrograMill One, a compact, 5-axis milling machine, receive 90 days of intense support with a customer success manager who engages with the practice to ensure success—from training and installation to completing the first case. The company offers ongoing support and connection to CAD/CAM clinicians for more advanced uses of the technology.,Dental practices also need to know that they can rely on their technology partners to come to the rescue in quick fashion if there is ever a problem. Fortunately, companies such as Ivoclar Vivadent work proactively to educate and train service technicians from distributor partners to resolve such issues before they can pose a problem. Along with Patterson Dental, a distributor that employs over 800 service techs, Ivoclar Vivadent is among a network of companies who have taken their support to a new level by using Axiom interactive technology. Axiom’s web-based training and education platform keeps service techs in the know on how to properly install and maintain various technologies, as well as to address common issues.,“We completely understand the need for practices experiencing problems to be up and running as soon as possible,” Bell said.,
“We work hand-in-hand with our dealers to train their technicians for in-office support services.” , , ,”In addition, our corporate support team stands by, if needed, to connect remotely to the equipment and address and solve many of these problems almost immediately. If we can’t solve the problem remotely, we offer a replacement service for the unit.”,The goal is for the practice to thrive without concern of a system going down. For example, when a dentist recently encountered an error code that rendered his firing furnace inoperable, he contacted a member of Ivoclar Vivadent’s after-sales support team, who walked him through the issue and quickly got the office back to staining and glazing restorations. “The dentist was ecstatic. He was so used to the frustration we all experience of automated responses, phone trees, etc., that being connected immediately to a live person who addressed his issue and got him up and running in a few minutes was impressive,” Bell said.,Ultimately, it comes down to a commitment to deliver high-quality solutions that exceed expectations. With the right solutions and support systems in place, dentists can rely on effective and efficient systems that achieve predictable and esthetic outcomes.
