Customer Relationship

Calls

Call Notes

One of the most powerful tools in providing complete customer satisfaction to your doctors is the Calls and Call Notes Management module. This module allows your staff to track all doctors’ activities and incidents every time they contact your laboratory for any reason in the form of Calls and Call Notes. If the issue is not fully resolved, DLCPM allows you to assign incomplete calls to specific users or even to departments sending along the entries Call Notes history. Anyone can add notes or complete the call as necessary while DLCPM tracks all activity automatically, attaches it to the Customer record, and makes it available with a couple clicks.

Laboratory and Department Calls

As a part of your laboratory’s process management, DLCPM will allow your staff to also assign any call to a general department or group. This will ensure that customers are always supported and that nothing ever falls through the cracks. With complete documentation and department accountability, all tasks and issues can be easily addressed in a timely manner.

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Telephony

Computer Telephony Integration (CTI)– With a head set correctly configured with your existing telephone, your staff can take advantage of the on screen dialer. With this exciting feature your call center staff can make calls to your doctor without ever picking up the phone.

Another tool this module offers is the integrated telephony module that allows your staff to immediately view the incoming telephone number while DLCPM automatically searches the entire database and all telephone number fields for that number. Once an exact match is found, the appropriate doctor record will be retrieved instantly, the call entry screen is opened automatically for that doctor, and the call timer is started. Once the conversation with the doctor is completed and the user saves the call, the timer stops and attaches the duration of the call to the call record. In the event that the system encounters a phone number that is not stored in the database, you have the ability to train the phone system. Simply retrieve the doctor record manually and attach the new number. This is yet another way that DLCPM helps your day to day processes move along effectively and competently.

* The CTI (Screen Pop) option requires the DLCPM CTI module and TAPI compliant phone Switch. You may also use a standard phone line with TAPI compliant modems and Caller ID service provided by your local phone company.

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Lab Communication

ePop Alert System

The ground-breaking Call Notification System further enhances the call management system allowing users to create alerts using different delivery methods including E-mail, Text Messaging, or the brand new ePop Call Alert. Specify who should be notified and whenever a new call is created the notified user will receive a nottificaiton window that will have the various options that will help them address the issue.

Automated Doctor Alerts

Expanding on the ePop functionality previously mentioned, you also have the option of taking advantage of the new ePop Doctor Alert. Notify a team member of an important event related to a specific doctor record. When the Alert is received, the doctor record will be automatically retrieved and opened. Once the automated notifications are setup based on the events you specify, within the global preferences in DLCPM, you may customize the content of each message generated. This preference has been further enhanced to allow emails for each type of alert to have specific content. Instead of vague or generalized messages, this will allow your automated messages to be very direct and useful.

Automated Customer Alerts

Designed to maintain crucial lines of communication with your doctors, this sophisticated system will comfort even the most difficult of customers. The Automated Customer Alerts can be configured individually for each doctor and not only can you create alerts for internal use at time of Case Entry, Invoicing, Case Placed on Hold, and Doctor Placed on COD, but it is now possible to notify the doctor directly via Email or text messaging (SMS) for the same types of events. Simply set these notifications for the specific doctor record and you’re done. Every time any of the 4 configured events occurs, the doctor will automatically receive a text message or email describing the event. Instant Notifications will improve communication with your doctors and help your staff be proactive with customer support automatically.

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Automated Customer Monitor

Customer Retention Analysis

Take the guess work out of monitoring which accounts are on the decline. Stop worrying about what your sales team should be working on or what accounts need attention. DLCPM introduces the ability to automatically generate customer retention calls based on a query. These calls will help your lab to create to-do’s in an organized fashion. Utilizing existing queries and campaigns in Dental Lab CPM, the desired customer set is configured and can automatically generate a series of calls at any specified interval. In turn, these calls can be assigned to an individual user or a specific department for proper follow up. A few examples of queries are, but not limited to “Active Customers with no Sales Last month”, “Customers added during the last 30 Days”, or can be complex such as “Customers with Lifetime Sales > 1,000 and No Sales Last Month”, and so on. The built in custom query module will help you pin point the exact customer base you wish to target. Once the calls are generated, your Sales team can work from this master list taking ownership of a Call, contacting the customer, and inputting any notes to the system. Going a step further, users are able to offer discounts or other promotional incentives while all activity is tracked in the customer record.

Customer Past Due Collections

Much in the way that Customer Retention calls can be automatically generated, DLCPM Enterprise allows the ability to schedule automated creation of Collection Accounts. Our customers find that configuring the system to generate calls on a monthly schedule based on Past Due balances of 30, 60, 90, and over 90 days enables the accounting department to stay on top of payments. This will increase collection rates and help prevent accounts from becoming delinquent.

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Fulfillment Manager

Doctor Supply Fulfillment Management – DLCPM takes the guesswork out of fulfilling your doctors’ supply requests. All requests are viewable in one central place for your staff to process, while the rest of your customer service team can instantly know if the request has been processed or is still pending.

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Doctor Lists

Alternate Phone Numbers – Yet another way to support your doctors is the ability to maintain as many Alternate Telephone Numbers as you wish and relate them to a particular doctor record. Always be able to contact your doctors at any time with this feature.

Affiliations and Members - You can also keep track of any and all organizations or other affiliations that your doctors may belong to as well as the current membership numbers. For example, if you wish to keep track of the fact that one of your doctors is a member of the ADA and AGD associations, DLCPM makes it easy to simply click the Add button and enter the appropriate information.

Staff Members – DLCPM also makes it easy to keep track of every employee of your doctors’ office your lab personnel may have ever dealt with over the course of a business day. It is now possible to know the name and position of someone at the doctor’s office needed to resolve any issue that may come up. In conjunction with the powerful calls feature, you can count on ending the guessing game for the proper contact at your doctor’s office. With this feature, you will know the name, position and contact information for any employee at any given moment.

Contacts – Yet another way DLCPM provides complete customer information is the ability to record an unlimited number of contacts or associates. Anyone that may work with or share clients with any doctors’ office can be recorded separately and will be permanently attached to a doctor record.

Alternate Phone Numbers – Yet another way to support your doctors is the ability to maintain as many Alternate Telephone Numbers as you wish and relate them to a particular doctor record. Always be able to contact your doctors at any time with this feature.

Affiliations and Members - You can also keep track of any and all organizations or other affiliations that your doctors may belong to as well as the current membership numbers. For example, if you wish to keep track of the fact that one of your doctors is a member of the ADA and AGD associations, DLCPM makes it easy to simply click the Add button and enter the appropriate information.

Staff Members – DLCPM also makes it easy to keep track of every employee of your doctors’ office your lab personnel may have ever dealt with over the course of a business day. It is now possible to know the name and position of someone at the doctor’s office needed to resolve any issue that may come up. In conjunction with the powerful calls feature, you can count on ending the guessing game for the proper contact at your doctor’s office. With this feature, you will know the name, position and contact information for any employee at any given moment.

Contacts – Yet another way DLCPM provides complete customer information is the ability to record an unlimited number of contacts or associates. Anyone that may work with or share clients with any doctors’ office can be recorded separately and will be permanently attached to a doctor record.

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Education Management

This unique feature allows you to enter custom education courses and track each doctor’s attendance and participation for use in marketing promotions or any other events you wish.

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Sales & Marketing Tools

Word Processing – Need a new letter for a product promotion you wish to launch at any given time or need an email to remind your doctors of a current balance due? Let DLCPM help you create the letter or email through the powerful Word Processing module. Fully Integrated to Microsoft Word, this component allows you to write, format, insert any merge field available in DLCPM, and even publish the letter or email to DLCPM in seconds.

Mass Printing and Marketing Campaign Tracking – First decide the letter and query you wish to use and DLCPM does the rest by printing and tracking the correspondences for each doctor involved. Taking this valuable feature a step further, DLCPM breaks new ground with the ability to create Marketing Campaigns and track their performance. Simply create a Campaign ID and associate every Mass Printing of any letter or Email you wish to count towards that campaign and DLCPM tracks all this information to each doctor record involved and makes it available to all staff.

Broadcast Email – Utilizing our built-in html editor and the elegant template designer , it’s never been easier to create standardized email templates, instantly send email to thousands of doctors and track all of this activity in one program. Your customers will be impressed by the full support of HTML graphics, electronic file attachments, and full mail merge capabilities.

Correspondence Tracking – DLCPM introduces the ability to create, publish, and track all marketing letters and emails that you wish to send to your doctors making it easier than ever to know what discounts and promotions your lab is currently honoring while standardizing your laboratory’s communications with your doctors. For those communications that you may want to resend or may send periodically, there is a feature that will allow you to create templates and store them in the system. This will help standardize your correspondences with your doctors and are very effective in providing a quick and easy way to send first case letter, discount offers, cross sell, collections notice, and much more.

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Paperless Solutions

Document Imaging – Automated RX & Work Order Scanning

Fed up with losing important case related documents? Tired of storing piles of old Rx papers? DLCPM has all the answers for you with Work Order and Case Attachment Scanning. One of the most exciting and innovative tools found only in DLCPM is the paperless scanning and imaging component. DLCPM provides all the functionality necessary to allow your laboratory to scan all Rx’s, work orders, Case Images, and any other case attachments easily and effectively while instantly making the images available companywide to every user.


Once a template of your work order is created and the setup is completed, simply order your stack of documents to be scanned with the work order on top as a cover sheet and all subsequent pages related to the same case and DLCPM will automatically read the Case Number and attach the documents to their respective Cases.

* Document Imaging requires DLCPM Scanning Level II module.

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Corporate Documents

DLCPM takes the headache out of publishing corporate documents for use by your staff with the Corporate Menu feature. This area of the application is designed as a central corporate library where you can publish forms, marketing material, phone scripts, price lists, working times, shipping schedules, etc. No more printing company documents or searching through drawers of file cabinets to reference valuable information. Everything your staff needs is a couple clicks away and can even be emailed just as easily. With the same design in mind, other corporate information can be referenced here including a corporate directory of employees and users, email addresses, and extension lists.

Security Policies – Just about every option or feature available in DLCPM can be configured to limit access to whichever users you see fit. Everything from maintenance to the ability to delete a call can all be handled by the proper security measures. This will help alleviate the concerns of data integrity while maintaining accountability.

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Configuration and Maintenance Options

DLCPM allow users to decide the values for all drop down lists throughout the application. For example, you can specify what types of Call Descriptions will be available to your customer service representatives. If you find you are receiving more and more calls of a new variety, you will find it takes no time to add a new Call Description and have it instantly available company wide. There are dozens of application values and options that you can customize in seconds as you see fit for your laboratory.

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