Martine Morest

Administrator

First of all, most of our new technology projects have been disasters. Also, our old VoIP phone lines always had sound problems. We often received complaints from customers and secretaries about call quality and even lost calls. With Fresk, everything goes very smoothly, with few or no complaints about call quality. Frankly, that’s exceptional for us.

Objective of Our Dental Clinic

To ensure clear communication and active listening for each patient to provide appropriate responses. To make sure we fully understand every patient’s request.

Before Fresk

Previously, we faced several issues with appointment confirmations. Patients would claim they didn’t receive our calls or voicemail messages, and it was difficult to know what actually happened.

Fresk Simplifies Our Process

Fresk simplifies how we respond because everything is in one place. Additionally, we can review all exchanges, track texts and calls to ensure they are received and properly addressed. The system allows us to see who is communicating with us, as well as related individuals such as the patient’s children. Now, we can confirm what was said through call recordings and the recording of all exchanges with our patients.

Displaying a Detailed Patient Profile

Initially, we imported all our patient contacts from our dental software Dentonovo. This allowed us to display information about the patient communicating with us. We instantly visualize the patient and can immediately access their file in our dental software. Naturally, this helps us better respond to incoming calls. Thanks to the displayed client profile, we prioritize and ensure that calls are handled efficiently without unnecessary transfers.

Recording All Calls

Before Fresk, misunderstandings were frequent. Call recording now allows us to quickly resolve issues. Often, we address situations before they even arise. For example, when a patient claims they didn’t receive our call or message, we can play back what was said. Previously, it was one person’s word against another, and we often took the blame. That’s no longer the case.

As a manager, I frequently listen to phone conversations in Fresk, especially when dealing with more complex patient requests. This ensures I fully understand their needs. I can rewind and fast-forward the conversation to focus on important details.

Managing Voicemail Messages

Before Fresk, we received voicemails all day long. We tried to listen to them as often as possible to return calls promptly. However, we were often interrupted by an incoming call or a patient arrival, forcing us to start over.

Now, we retrieve voicemails directly from the patient’s profile with just one click, allowing us to return their call seconds later. Plus, we know exactly who the patient is and have their file at hand, which helps prioritize follow-ups. With Fresk, our response time is shorter, and patients are still available when we call back. Previously, we played phone tag—leaving messages and waiting for patients to call back. It was time-consuming.

With automatic text responses to all missed calls, people prefer texting their requests instead of leaving voicemails. This allows us to respond even faster without having to listen to multiple messages, take notes, and call back (often too late). With Fresk, we handle all missed calls within minutes.

Handling Voicemail Messages Efficiently

Previously, checking our voicemail took at least 15 minutes every morning. We had to listen to each message carefully to avoid missing anything. With Fresk, we can skip through voicemails, saving a significant amount of time. Today, processing voicemails takes a maximum of 2 minutes instead of 15—it’s almost instantaneous.

Automatic Responses to Missed Calls

In the past, if clients didn’t leave a message, we wouldn’t attempt to call them back. Without a voicemail, there was nothing we could do. Naturally, some patients attempting to reach us without a quick response caused minor friction.

The automatic text response lets patients know they can contact us anytime and we’ll reply as soon as we’re available. They don’t waste time.

Our staff loves communicating via text, and so do our patients. Texts sent after missed calls save us from chasing clients by phone. We spend far less time trying to reach unavailable people.

Centralizing Communication Tools

We used Dentitek for appointment reminders but didn’t engage in any other text-based communication with patients. While Dentitek allowed texting, it wasn’t efficient for ongoing dialogue. We rarely used Gmail emails because they weren’t effective with our patients.

Today, we communicate with fewer clicks and less searching since all our tools are in one place. Less wasted time means more time dedicated to patients.

One-click dialing wasn’t possible before, but now it’s much faster! Once again, we save time, and the team loves it.

Some patients are harder to reach than others, understandably due to work schedules. A simple text usually gets a quick response, allowing us to move on to the next task.

With the communication alert system indicating new messages that can be marked as read or unread, we never lose track of exchanges with our patients.

Message Template Libraries

Clearly, we answer the same questions repeatedly, especially since the introduction of the Canadian dental insurance plan. Daily, many questions are repetitive. Before Fresk, secretaries had to explain things to each patient for long minutes.

Now, we refer to a pre-written text message or a link to an explanatory document. This reduces the time needed to respond. We’re faster, more efficient, and avoid confusion because the message is consistent for everyone. It’s written, so patients can’t misinterpret it. The template libraries have reduced the secretaries’ workload, cutting explanation times from 5-6 minutes to under a minute.

Securing Document Sending and Receiving

Before Fresk, we couldn’t secure the sending of sensitive documents. Now, everything goes through Fresk. It’s so simple! One click! Everything goes to the same place, and we keep a record of these transactions. It’s really easy!

Benefits of Fresk

Fewer clicks, more time to dedicate to customer service.
Less stress on our staff thanks to the recording of all communications, which reassures us.
The simplicity of the software reduces our workload related to patient communication management.

Tips for Implementing Fresk

Make sure to fully inform and involve the entire team in the project from the start. Everything must be very clear. Everyone should participate in the setup and not hesitate to ask for help.

Without hesitation, I recommend Fresk. Stop overcomplicating things. Bring everything together in one place while securing your employees with a complete history of all exchanges with patients.

Interestingly, our clinic has bad luck with new technologies, but Fresk worked flawlessly. Fresk really does work well. Plus, technical support is always available and highly effective. They quickly receive and implement our improvement requests.

An amazing Fresk team. Thank you!