Alexandra Germain

Our initial objectives

Communicate effectively and offer quality customer service.

Our difficulties before Fresk

Taking all calls correctly and, above all, at the right time. With Fresk’s queue, we prioritize calls with respect. For us, it helps to manage our phone calls.

Today, with Fresk

We’re more efficient, and we communicate in a way that’s adapted to today’s communication styles.

Connecting with our Dentitek dental software

We have imported all our patient contacts into Fresk. This means we can see the patient’s name as soon as the phone rings, so we don’t have to ask for their name, and we can even open their file more quickly.

View detailed patient profiles

We respond better to patients by displaying their information on screen. We name the customer when we take the call, but we have to be careful because sometimes there are two names under the same phone number.

Record all calls

Previously, when we had misunderstandings, we had no record of them and couldn’t discuss them. Now, I can listen to the call and fully understand the patient’s request and the information given by the secretary.

Managing the answering machine and voice messages

We used to have a lot more voicemail messages. The queue greatly reduces voicemail messages, as we are able to clear the queue more quickly without sending the customer to the answering machine. Before Fresk, we tried to take our voicemail messages 3 or 4 times a day to return calls as quickly as possible.

Before Fresk, it took us 5 to 10 concentrated minutes to take our voicemail messages, whereas now we take our messages immediately, plus we can communicate with the patient immediately via 1-click dialing. We no longer have to listen to all the messages until the end to return the call. If we’re waiting for a return call, we can call back immediately.

We are able to process our answering machine messages immediately, as well as returning the call immediately. What’s more, we call back all missed calls, something we didn’t do before Fresk.

Answering missed calls by text message

Before, there was nothing we could do to call back our customers whose calls we missed. All these customers were missed and not called back. This greatly affected the quality and satisfaction of our customers.

Now, our customer service is much better. During the Christmas vacations, I was able to open my Fresk in Florida and respond to customers even though the clinic was closed. We can see that text messaging is greatly appreciated and increasingly used by our patients.

Centralizing our communication tools

Before, we couldn’t find all our tools in one place, and we couldn’t text either. Centralizing our tools allows us to be much quicker in returning calls. Customers are happy.

1-click dialing of calls, e-mails and text messages

This wasn’t possible before. Today, it saves us time, we use our template messages and we save a lot of time, we respond even faster. This makes our secretaries more available, having saved time on repetitive tasks.

Confirm appointments by text message

We used to confirm appointments by text message. However, it was not possible to dialogue with our customers. We confirm appointments every morning.

Today, we call our customers less and less, and that’s what people ask us for. We find that text messages are answered much faster than calls for many customers.

Saving time with template responses

Our secretaries spend a lot of time answering frequently asked questions. Our secretaries need to take the time to respond. The answers enable secretaries to respond more quickly, while the information references enable patients to re-read the answer later to make it easier to understand.

Secure sending and receiving of sensitive documents

Previously, we were able to do this, but in a more complex and time-consuming way. With Fresk, it’s faster, so our secretaries save time, and exchanges are more secure. This reassures our patients.

3 key benefits of Fresk :

1. Improve patient communications. We communicate more often and more quickly.
2. Maintain evidence of all communications.
3. The software is easy to use. We like how it works.

Better customer service

Customer service at Fresk is excellent. We’ve had bugs like other software, but the team responds very quickly and is with us every day.

My advice for implementing Fresk

Let your patients know that the clinic is changing its telephone system. Be aware that some people will find it more difficult to get used to the software. We have finally removed the secretaries’ desk phones. We’re now only using a headset and the software. The girls were very scared to remove the physical phone, but now they’re used to it.

Of course, when you’re used to working without a headset, it’s harder to get used to. Funnily enough, my most senior secretaries were the ones who adopted the tool the quickest. In the end, once we remove our barriers and fears, integrating Fresk into our daily lives is a simple matter. Give yourself 2 or 3 months to get comfortable with it.

What’s more, I’m getting calls from other dental clinics who are wondering whether they should use it.