Pushing the boundaries for a decade, Dental Axess was founded with the firm belief that digital dentistry gives dental professionals new possibilities to improve patients’ experiences. Today, it leads the market in digital dentistry in Australia and New Zealand, and has established offices in Europe and North America. With a team across the world, it offers hands-on service through regional presence and global transfer of experience, tapping into trends, market development and state-of-the-art technology.
The company is passionate about delivering first-class training and support — before, during and after its technology transition. Previously, operations ran on isolated VoIP telephony systems from different vendors. Consequently, sales, service and IT bore the pain.
“Along with legacy system limitations, we wasted time transferring calls, handling different language requests and failing to collaborate with colleagues,” said Per Claesson, Director and Co-Founder at Dental Axess. “We knew it was affecting customer satisfaction. Also, our clients tend to be busy with patients all day, so we needed ways of engaging them outside office hours.”
WhatsApp blended into one global support queue
Determined to put customers and employees first, the company considered various options before settling on the Genesys Cloud CX platform. “It’s very user-friendly with great reporting and management tools,” said Claesson. “Genesys introduced us to local partner, TechneValue, for a smooth migration. They went out of their way to understand our business, personalise design and suggest ideas to get more value from the omnichannel platform.”