Magic Touch Software - Dental Laboratory Software & Customer Relation Manager

Mailing Label Printing

After installing a label printer, you can now instantly print a standard mailing label with your doctor’s full shipping information with 1 click.
This can be used for standard letters or even packages.

Note: - We can create any type of shipping or mailing label custom to fit any printer. Contact Magic Touch Software for more information.

Web Access Maintenance

If your lab takes advantage of the superior web services we provide, the log on information for each of your doctors is made available in the Misc. Info tab of the first Doctor page.
DLCRM provides easy access to this vital information for modification or simply just for reference.

Note: - All web services require a separate subscription. Please contact Magic Touch Software for pricing and setup requirements.

DL Plus Doctor Alerts

We have added another sub page found by clicking the tab at the bottom of the main page of the doctor view labeled “DL Plus Alerts.”
This is yet another feature DLCRM provides that you won’t find in any other software; the ability to create, view and modify live DL Plus Doctor Alerts.
Imagine the efficiency of your customer service staff with this ability to add a call note or check the delivery on a case and create a Doctor Alert all in the same application.

Added Browse Criteria for Cases Page

When viewing production cases in DLCRM, it is now possible to view only those cases that have been bundled together and shipped with the same tracking number.
This can be useful when verifying if a case was invoiced out through DL Plus with the same tracking information as another case.

Advanced Search Capabilities

Simply click the Advanced Search Icon found in the Doctor sub menu of the XP Toolbar.
Now you are ready to enter any or all of the information you have regarding a doctor record and utilizing the “AND/OR” logic, DLCRM will show you all results.
In this example, we want to search for a Doctor whose last name begins with “SMI” and first name begins with “JOS” and is located in “California” or is located in “Arizona”.
You can enter as much or as little data you wish and DLCRM will return all results that share your specific search criteria.

View Active/Inactive Accounts

DLCRM introduces the ability to exclude inactive accounts by simply choosing the proper query.
Within the Outlook Tool Bar of the main Doctor Form, there is a drop down allowing you to choose which query you would like to use as a filter.
- All Records: This query will retrieve all records both active and inactive.
- All Doctors: This query will retrieve only active accounts.
Once the correct query is chosen during any kind of search or browsing of doctor records, DLCRM will now exclude all accounts that have been marked inactive due to collections or even just prospective accounts. However, you decide inactive accounts are defined.
Simply switch back to the default query to once again allow all doctor records to be accessible.
With an increased number of search choices and the ability to exclude inactive accounts with a single drop down, locating your doctors has never been easier or faster.

Note: - If you are searching for a doctor and are unable to locate the record, verify you have chosen the --All Records-- query.

Related Info Tab

Doctor’s Alternate Telephone
- It is now possible 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 new feature.
Doctor’s Affiliations and Memberships
- 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, DLCRM makes it easy to simply click the Add button and enter the appropriate information.
Doctor’s Staff Members
- DLCRM 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 have come up.
- No more hunting around for the proper contact at your doctor’s office. With this new feature, you can know the name, position and contact information for any employee at any given moment.
Doctor’s Contacts and Associates
- Another way DLCRM 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 at any doctor’s office can be recorded separately and will be permanently attached to the doctor record.
  
  Note: - This is a separate feature than that of Associates found in DL Plus; however it is still integrated into DLCRM. While Associates in DLPlus is designed primarily for billing other Associate doctors, Alternate Phone Numbers in DLCRM can be expanded to include anyone you speak with during the various marketing stages you may experience or other sales and promotional concerns.

New Sales Data Pages

Another way DLCRM provides you with on-demand access to critical real-time information is the addition of 6 new sub pages found at the bottom portion (#2) of the main Sales pages of the Doctor View and 2 more sub pages on top left (#1).
Clicking the tabs near the top of the sales data sub page will present sales figures based on the DL Plus groupings you originally configured for your products in DL Plus. Once you find the grouping you want to look at, you can now change the area of sales you are concerned, namely sales, credits, remakes (#3).
The default page entitled “Sales Summary” (#1) gives you the numbers based on the product grouping you choose and the type, however choosing the “Sales By Month” sub page will show the numbers for the year broken up into each month. (#1) This makes it very easy to see which months were more successful than others.
You can now instantly view the sales data that is calculated nightly based on the following:
- Sales, Credit and Remake by Product Types
- Sales, Credit and Remake by Unit Groups
- Sales, Credit and Remake by Departments and Sub-Department
- Sales, Credit and Remake by Major and Minor Groups
- View all above data by Monthly Summary or Total Summary
With the integration with DL Plus, you can now see all of the sales of each doctor automatically organized the way you would expect to see it, based on your production software.
No more clumsy reports or error prone spreadsheets, all of your sales figures are accurate as of the last case invoiced last night and made available by simply looking up the doctor’s record.

Pickups and Route List Manager

Also new to DLCRM is the pick ups and route list manager. Our goal here is to centralize all data related to your doctors and bring you that much closer to customer satisfaction.
From the main page of the doctor view, click the sub page named Pickups found near the bottom.
You will notice 2 important areas on the Pickups page: Prescheduled and Scheduled Pickups.
- The top left corner is designated for prescheduled pickups. This is helpful when you have a doctor that requests pickups frequently and routinely. Simply enter the time of the pickup and the frequency and DLCRM does the rest. Every morning the system will scan all doctor records that have prescheduled pickups pending for that day and add that doctor to the Pickups report.
- The bottom portion displays the pick up information that was entered in based on the doctor requesting a pickup and your call center manually entering a pickup or if the system generated a prescheduled pickup that morning.
- You can add, edit or delete any pickups for a particular doctor.
You also have the flexibility in marking these pickups as processed once the pickups have actually been scheduled with your carrier. Once the pickups report is printed and all pickups properly processed, simply scan the barcode associated with the pickup through the “Completed Pending Processes” menu and DLCRM will mark it as processed.
You can also visit each doctor record and manually edit each pick up and mark it as processed also.

Fulfillment Requests and Label Management

Also in the main page of the Doctor View, you will find a tab in lower portion directly adjacent to the Pickups tab labeled Fulfillments.
With this enhancement, you can monitor and track any request from your doctors for all types of supplies.
Every request entered here will have an internal tracking number and a label associated with it.
You have complete control as to when and how you would like to process these requests.
You can print each label 1 at a time or all at once through the newly created Fulfillment Manager discussed later in this document.

Doctor Performance Ratings

Another feature that you will only find in DLCRM is the ability to rate or grade your doctors based on any set of criteria you feel is most important.
All we require is a breakdown of the rating units and the criteria you wish to use. Also decide how often you want to calculate the doctor’s rating and we take care of the rest.
Once setup, DLCRM will automatically produce ratings for all doctors and populate the grid found on the first page of the Doctors View.
For example, it is possible to give all of your doctors a Sales rating based on a scale of 1 to say 100, with 100 being the highest rating possible. At the same time, you can even decide to give all of your Doctors a Fixed Department rating or a Removables rating based on the amount of sales they produce every month. This rating could be a letter grade A through F.
The rating guidelines are completely flexible and can be based on anything from sales to return percentage to product types. They can also be recalculated at any time interval you choose, whether it be weekly or even hourly. The possibilities are endless.

Note: - Please contact Magic Touch Software for complete pricing and further information.

Customer Class

DLCRM has introduced the concept of Customer Class. This feature serves as yet another way of maintaining a full customer view just by looking up the doctor record.
This drop down menu is found in the upper right corner on the 1st sub page of the main Doctor View and is in red bold font. Because of this very noticeable location, your call center will know immediately certain very important information about this account. For example, in the screen shot above, we can see that this is a Major Account perhaps demanding more understanding or even incentives in order to maintain complete customer satisfaction.
Other customer classes may include Collections, VIP, or whatever your lab feels is appropriate. Again with the customization available in DLCRM, you can change these drop down choices in seconds through the built in maintenance features discussed later in this document.

Remote Case Tracking

This new feature is especially useful for laboratories with multiple locations and enjoy outsourcing to the various locations.
Providing that all facilities are setup with DLPlus and DLCRM correctly, we take the guess work out of tracking your outsourced cases as they continue through the various stages of production.
- The second you change the production facility of the products of the case in DL Plus to that of another remote facility, DLCRM transfers the case to the appropriate production facility’s database and assigns it to an account you specify.
- The production facility will now see the case exactly as your facility does and can now continue to work on the case.
- All new notes and Case Location Scan associated with that case that is done and saved at the production facility will also be transferred back to the origin facility.
- Within DLCRM, the production facility can also create calls regarding the case and the call records are also transferred to the origin facility.
By taking advantage of the data synchronization services available with DLCRM, all of the outsourcing facilities will be in tune with your Lab instantly. Take the guess work out of redistributing your case load or outsourcing to remote locations.
Arm all of your remote locations with the ability to make phone calls to the doctor regarding an outsourced case and the ability to document these conversations all the while allowing all facilities to view the information and further streamlining your lab processes.

NOTE: - Let our experts create a custom state of the art synchronization system to keep you inform and up-to-date with outsourced cases. Please contact Magic Touch Software for complete pricing and further information.

Correspondence Sub Page

Helping your lab maintain a complete customer view, DLCRM has created a way to easily and efficiently track all letters and mailers you have sent to your doctors.
No longer is verifying discount letters an issue. Know right away in real time the second a discount letter has been generated for a doctor. You could even track the printing of your Holiday cards if you so choose.
Never forget about any customer and always keep your doctors close by knowing the last time your doctor heard from you.

Marketing Campaign Enhancements

Tracking Marketing Campaigns
- DLCRM introduces the ability to track all mailers associating every correspondence printed to your doctors with a campaign description and ID. This makes it very easy to analyze which mailers were effective and utilized by your doctors and which were not.
- The way it works is simple:
  - Choose the query that you wish to use as your guidelines for the mass mailer.
  - Next choose the Campaign ID you wish to associate this particular mailer with. Also decide other options you may want to utilize, including print limit, previewing, etc.
  - Finally, click the Print button and DLCRM will print a mailer for every doctor that fits the criteria of the specified query while tracking which doctors received a mailer from the specified Campaign.
Marketing Campaign Flexibility
- Another improvement we have added to the Mass Printing module in DLCRM is the flexibility to decide how you want your mailers printed, but still give you the opportunity to track which doctors receive your mailers.
- For example, you may wish to send a Marketing Campaign to an outside mail house instead of printing the letters in-house. The Mass Print option now allows you to select a Query and instead of Tracking and Printing, you can simply Track the campaign by marking each Doctor record as having received this mailer.
- Not only can you track without printing, but DLCRM also allows you to export your query to a text file for submission to Mailing House or other agency.
Taking Advantage of this feature, we can create any custom reports you wish to see on this data presented in any format you find most useful.
- This information can be useful for just about anything from generating sales to paying your employees bonuses for marketing new business to even describing which types of mailers had an effect on sales.
- In conjunction with the new marketing campaign features discussed in the section above, it is now possible to evaluate the performance of any particular marketing campaign.
- DLCRM even allows for marketing campaign analysis for a certain time period. With a few clicks, you can see that a certain campaigned performed substantially better in the summer than in the winter. The possibilities are endless.
NOTE - Contact Magic Touch Software for further details on any custom reports or modules.

Work Order Scanning and Management

DLCRM has introduced a revolutionary new process that makes keeping track of all doctor paperwork a snap.
After following all setup instructions, you will be able to scan in any and all paper work related to a particular case into DLCRM. Once scanned in and attached to a case, these documents will now be apart of the case file attachments both in DLCRM and in DLPlus.
Now anyone in your laboratory has easy electronic access to all scanned paperwork with a few clicks both in DLCRM and DL Plus.
DLCRM takes this module even further with an optional add on feature known has Work Order Batch Scanning.

NOTE: - Please contact Magic Touch Software for setup and cost requirements.
- With Batch Scanning implemented, the entire scanning process is automated. Simply, organize your batches per case with the work order on top followed by all subsequent case papers.
- Stack by stack, simply scan each batch through being careful not to separate batches and that’s it.
- DLCRM creates a file containing all images and will extract the case number from your work order and attach all the paper work to the case accordingly.

Corporate Documents Scanning and Management

DLCRM has expanded the paperless solution offered for work orders and other case paperwork to include all company wide documents.
With a few easy steps you can keep electronic copies of all documents, memos, purchase orders, bills, etc. and have them available company wide at your finger tips.
For the first time all departments in your laboratory can go paperless and have the documents completely integrated.

Screen Layout Modifications

In order to maintain ease of use and intuitive screen layouts, many windows have been redesigned with your call center in mind.
All pertinent customer information can be retrieved and entered effortlessly allowing your employees to focus all energy on keeping your doctors pleased.
Also added, across the very top of the main form of DLCRM you will now find a menu bar with many convenient options available no matter where you are in the program. These new menu options include File, Edit, View, Tools, Reports, and Administrator. Under each menu option you will find easy access to some very valuable features available in DLCRM.
- File Menu
  - While continuing to provide the best in features and efficiency, DLCRM has now provided each user with some personal Preferences that are stored locally to your machine so no matter how many people use your computer, your preferences will be loaded every time.
  - As these preferences are expanded, the powerful customizability of DLCRM is now put in your hands.
- Tools Menu
  - Expanding the tools menu, the first option available may prove to be your most important ally in providing the best possible customer service to your doctors; the Case Finder.
  - It is possible to find, view, and create notes for any case in or out of production in your lab even while the doctor is on the phone.
  - Simply enter 1 piece of known information which may include case id, doctor id, patient first name or patient last name and click search. DLCRM will check whatever information you entered against all possible searches.
  - Another valuable feature found under the Tools menu is the option to view Live Statistics.
  - Imagine at any given moment of any given day, being able to know exactly to the unit, how much sales your laboratory has produced for the day. DLCRM makes this a reality.
  - Again because of the tight integration with DL Plus these numbers are correct up to the second and are instantaneously updated with every case that is entered in and every case that is billed out. DLCRM does for your lab what no other customer relationship manager software can do.
  - Also under the tools menu, you will now find the Complete Pending Processes option:
  - From this menu you are able to launch the screens needed to process Doctor Pick ups and Fulfillment requests and mark them as completed.
  - Once the task is actually completed by your staff, simply open the appropriate window and using a barcode scanner, simply scan all the internal tracking numbers associated with the tasks and click save. You can also type the tracking numbers in using your keyboard as well.
- Shipping Menu
  - The Shipping Menu serves as a central repository for all doctor requests that require your shipping department’s involvement, including fulfillment requests and scheduling doctor pickups. As each request is submitted by the customer service staff, this grid is populated.
  - Because the Fulfillment Manager only displays those requests that have yet to be processed, ideally, you would want a department monitoring these request as they come in and process them accordingly. The grid is automatically refreshed every 5 seconds.
  - The options available here are exactly like that of the Fulfillment module for each doctor discussed earlier. You may modify, complete, delete, or print the shipping label used to mail the fulfillment materials. There are also different ways that you may query the requests.
  - The doctor Pickups Manager behaves in the same manner as that of the Fulfillment Manager. DLCRM provides this central location for all unprocessed Doctor Pickups to provide you with the easiest most efficient methods in providing the excellent customer service that will set your lab apart from the rest.
- Reports Menu
  - The Reports Menu is home to any and all reports both custom and out of box.
    
    NOTE: - With our expert report creators, we can create any type of reports custom tailored to any of your business needs. Contact Magic Touch Software for more information.
  - Two important reports made available are the Pickups Route List by Date and Fulfillment Shipping Labels.
    1. The Pickups Route List Report is used as a daily manifest of what pickups need to be processed for which doctors on which days. There is also a barcode printed for each pickup request that can be used later for Completing Pending Processes and marking these requests as completed.
    2. Each fulfillment request you receive from your doctor will require a mailing label with a list of contents and must also be marked as having been printed and processed. The Fulfillment Shipping Label Report provides this.
  - This option will allow you to do both all in one place. Simply fill in this form choosing which facility, status, and the optional date range.
  - At this point, you can print the necessary labels and mark those same labels as having been printed. Each label will print separately per doctor per label and will list the contents of the fulfillment request at the bottom of the label as well.
    
    NOTE: - We can create any type of shipping or mailing label custom to fit any printer. Contact Magic Touch Software for more information.
  - Finally, you’ll notice the last option under the Reports Menu called View Reports on Screen. Clicking this menu option will toggle between seeing any report in DLCRM through the report viewer or print directly to your default printer. The choice is yours.
- Administrator Menu
  - Another new menu added to the top menu bar is Administrator. Here you will find an option to export your doctor records in various different formats.
  - With this new export feature it’s a snap to create an output file of your doctor accounts in many different forms, including tab delimited and comma delimited. You can even specify a certain query and decide which fields you want to include.
  - If you have Microsoft Office installed and name your export file with the .CSV file extension, clicking the check box marked “Open File After Export” will launch the newly created file automatically in Excel.
    
    NOTE: - We can also create any custom query you may require based on anything from sales to product types. Please contact Magic Touch Software for more information.

Education Course Management

As the training and education of your doctors continue, you will find this new module of DLCRM very useful.
The education course management available can be used to keep record of any and all lectures, online classes, seminars, etc. that your Doctors may participate in.

NOTE: - Any type of custom reporting module and/or custom automation can be implemented at your request. Please contact Magic Touch Software for pricing and further information

CRM Department Calls

Another way that DLCRM improves the efficiency of many of your lab processes is by providing a central location for all calls that require attention from various departments in your lab.
We have created the concept of CRM Departments which again can be administered through the maintenance feature provided.
Once the departments are configured, any call that is created in your call center can not only be assigned to an individual user as always, but we have expanded the call assignment function to include one of these CRM departments.
- After the call is assigned to a department, simply click the Department Calls icon to view the call records.
The following window will open allowing you to browse all calls associated with any department through various queries, including Incomplete, Complete and All calls.
Having someone monitor these calls will ensure that the business day will not end without all issues being addressed.
You can even create an Emergency Department for those calls that need to be addressed as soon as humanly possible.

Lists Maintenance

Because DLCRM is fully customizable, we have made available through very easy to use interfaces much of the operational maintenance that you may require without the help of an IT professional.
Provided your user has proper security clearance, after clicking the “Maintenance” button in the outlook bar, a series of menu options will appear all displaying the icon:
Simply click the maintenance icon

for which ever types of choices you wish to deal with and a window will appear allowing you to Add, Modify, or Delete any associated entry.
Any changes made to these choices through the maintenance window will be reflected throughout the entire DLCRM application where applicable.
For example, if your call center managers are finding that a new type of call is occurring that is currently not available in the drop down list of the Add Call window, simply click the “Call Types” maintenance icon and add your new call type. The next time you add a new call to a doctor record, the drop down will display your new choice.
In this screen shot, you can see that only these choices will be available in the drop down list of Call Types throughout DLCRM.