Dental chain uses Telavox for unified communication

About the company

Aqua Dental is a dental care chain founded in 2010. In 2014, things really took off under new leadership – the mission was to fundamentally change the view of Swedish dental care. The goal was that no one should have to feel that going to the dentist is boring, cumbersome or unpleasant. Since then, they have established nine new clinics, recruited over 350 employees and helped thousands of patients maintain or restore their smiles.

The challenge

Eight clinics with different operators became too messy, expensive and time-consuming for the dental chain Aqua Dental. But for a couple of years now, all the clinics have had the same telephony provider – Telavox. The benefits are many: better communication between departments, reduced costs and significantly less administrative hassle.

The challenge of dispersed workers

The dental care chain Aqua Dental has 350 employees spread over eight dental clinicsclinics in Stockholm and two in Gothenburg. Lisa Linder, digital system manager at Aqua Dental, says that it has been a challenge to maintain communication between staff working in so many different locations. But since they have implemented Telavox, in all the clinics, everything has become smoother and better.

The solution

From skeptics to very satisfied

Now Aqua Dental has all telephony under the same roof and her colleagues have gone from being a little skeptical at first to very positive.

“The biggest job is always the human factor. You need the staff to be on board with changes. I started motivating them with good arguments that were linked to their everyday life. For example, it would be easier for us to communicate internally. And patients would have the same experience regardless of which clinic they visited. Most people thought this sounded reasonable,” says Lisa.

“We are Telavox customers since 2012. Some clinics have had other solutions but a couple of years ago everyone got Telavox and now it is uniform. I did almost the entire implementation myself and when I got stuck, I quickly got help from our then Customer Success Manager at Telavox.”

Cost-effective and easy to administer

Lisa is happy with the solution. They save several hours a month by avoiding administrative hassle and it is much more cost-effective with one supplier. She finds the solution easy to use and easy to navigate, so even if she is not on site, someone else can easily take over.

“And if we need help, the support from our Customer Success Manager is great. Even though we’ve grown very quickly and things have been messy at times, Telavox has kept up. We quickly get new headsets, new phones and porting of new numbers and firewalls to the clinics.

The result

It has also become easier for Lisa to keep track of the statistics that help them maintain good customer service.

“All statistics are now collected in one place. I know exactly the number of incoming and outgoing calls, how many calls we miss or go to voicemail. And how quickly we answer. It’s important to keep track of the data so we can improve and analyze,” says Lisa.

Lisa Linder, Digital Systems Manager at Aqua Dental.

Attention to information security

Aqua Dental provides patient care and must be careful with information security. There are restrictions among employees on who can communicate what to patients and not everyone has access to all digital systems.

“For example, our service center cannot answer healthcare questions because of the GDPR, but the treating dentist, for example, must do so. We are careful to follow guidelines and laws. Telavox’s flexible switchboard solution allows me to build the business switchboard exactly to our needs, with the patient choosing between different button options. Patients shouldn’t have to wait for a call back, and they should be directed to the right place as soon as they call in.”