Angela Lalanne

Manager and secretary

Our main objective is to communicate with our patient in the easiest and quickest way possible. We want to avoid losing our conversations and be able to trace them, as our customers forget and this can create misunderstandings. Also, we want to reach all our patients easily to confirm appointments as quickly and simply as possible.

Previously, we used several tools to communicate with our patient. It was impossible to retrieve certain exchanges with our patient when needed. We had e-mails in one place, text messages in another, which meant that we had no structure in our patient communications.

Thanks to Fresk, we’ve greatly improved the quality and, above all, the efficiency of our patient communications.

Display patient profile

It’s essential to display the patient’s detailed information during exchanges, as this allows us to be proactive and open the patient’s file before responding. What’s more, we know what we have to do, because we know the patient’s file.

Call recording

In the past, it was very difficult not to be blamed for a mistake if a patient told us they hadn’t received our call or answering machine message. It could also happen that the customer pointed out that we had made certain promises about a price or service. Before Fresk, it was impossible to validate this information and we had to take the blame. Now, with all our recorded conversations, we can listen and replay the exchanges to confirm what the customer is saying.

Call recordings give us the opportunity to promote learning among our staff. Since we can listen to the calls, we can take the time to analyze and understand certain situations to improve our approach. Recordings allow us to improve.

Answering machine message management

In the past, we took our messages in the morning and after dinner. These were the only times of day when we had time to listen to our voicemail messages. Taking messages from answering machines took time and effort. The slightest distraction forced us to listen to the messages again. Not to mention the many buttons we had to press to switch from one message to another.

We often received answering machine messages outside clinic opening hours. Also, when we were all on the phone. All our answering machine messages were transcribed and annotated by hand on paper. Often, we had to listen to the entire message again to make sure we had noted the phone number to call back, or the name of the customer.

Taking our answering machine messages with Fresk is much faster. We take our voice messages in 1 click without having to note the customer’s number and name, because they’re already in the software. This saves us time and reduces our daily workload. At all times, we know who the patient communicating is, so we can prioritize and personalize responses.

Answering missed calls

Before Fresk, missed calls were difficult if not impossible to handle. We had no control over a missed call if the customer didn’t leave a message. Certainly, a patient who didn’t leave a message was never called back. It was far too complicated to trace a missed call on our phones and call back.

Of course, not managing missed calls meant lost business opportunities. Especially in the case of a new patient. If we don’t take a call from a new patient, they’ll quickly call somewhere else. Today, Fresk enables us to seize all missed call opportunities that were previously lost.

Centralizing communication tools

Before Fresk, we used our dental software for certain text messages to our patients. We used another program to manage our e-mails and another for our answering machine messages. Listening to our answering machine messages was a time-consuming and cumbersome task. When people leave a message on the answering machine, they talk really fast. This made it really difficult to transcribe and call back those customers whose names we could barely understand. With Fresk, everything is already on screen.

Centralizing our communication tools saves us a lot of time every day. Now I can open a single program and find all my communication tools, plus a complete history of all my exchanges with my patients. It’s very reassuring.

1-click dialing, texting and emailing

Before Fresk, it wasn’t possible to dial a call or e-mail in 1 click. Fresk allows us to dial faster with 1-click dialing, but also, because we know the patient who is communicating, we don’t have to look up the patient’s name in the dental software. And, we don’t have to transcribe and try to dial the right number on the phone to reach the patient. We’re really more efficient, which saves us time to do other things.

Text messaging chat

Before Fresk, text messaging was not an option. With our dental software, we could send a text message to the patient, but the patient could not reply. The only possible answers for the patient were yes or no to confirm his or her presence at the appointment, or to confirm his or her appreciation of the appointment. It was impossible to personalize these text messages in our dental software.

Text messaging with Fresk now enables us to chat directly with patients at their convenience. We can schedule an appointment, remind them of their appointment date and specify details for their next appointment. Text chat definitely reduces no-shows.

Model answer libraries

We spend a lot of time responding to frequent patient requests. Even so, we’re taking the time to respond more and more by text message. We still have to learn how to use template messages and libraries. It’s on our to-do list!

Secure sending and receiving of documents

Fresk solved the problem immediately. No need to rack your brains looking for and learning other tools. Just one click!

Fresk benefits

Consolidate all our patient communications in one place.
Find all our patient information in one place.
Access to a complete history of patient communications.
Fresk enables me to anticipate the reason and need for the patient’s communication. I can proactively prepare my response to better serve the patient.

Recommendation

I recommend Fresk to all dental clinic managers. It’s an indispensable tool for me and my secretaries. I couldn’t go back. In fact, I wouldn’t be able to function without Fresk.

Implementing Fresk

Don’t worry, the installation and learning process is very easy. The software is simple and intuitive. The Fresk team will support and train you. But I think you can use Fresk without training. It’s very, very easy to use as soon as you open the software.