Stéphanie Souvais

Before Fresk

Our response times were long because patients had to reach us by phone, and we weren’t always open or available. Inevitably, we missed calls. We didn’t have a caller ID system, so there was no way to manage missed calls. Now, we immediately see the name of the client whose call we missed. This allows us to return all missed calls.

Additionally, we can see the names of patients waiting on hold via the call queue. This helps us prioritize and organize our responses. Before Fresk, it was night and day compared to our old way of managing communications. We configure our automatic messages to notify all our patients when we’re at lunch, on vacation, or simply unavailable. All our patients are immediately responded to thanks to the automatic text message replies. This makes everyone happy!

Displaying the Client’s Detailed Profile

Displaying the detailed profile during client interactions allows us to know who we’re communicating with. We work in orthodontics, so we know the parent calling, as well as the children undergoing treatment with us. For example, this morning, I spoke with a mom, and I immediately knew her child’s name. I could open their file right away. Clients appreciate that we know them well and, most importantly, that we can respond faster. As soon as the phone rings, we open the file to be prepared for the conversation.

Recording Calls

Before Fresk, misunderstandings could arise during exchanges with our clinic. For example, a new patient calling for a consultation. Sometimes, the language was hard to understand due to accents, tone of voice, or sound quality. Now, we can listen to the call again thanks to call recordings. This allows us to fully understand the client’s request and enter the correct information into their file.

Sometimes, patients ask to reschedule their appointments. Errors can occur, leading to misunderstandings. Now, we have access to the call recording and all the details of the exchange to clarify the situation with the client.

Managing Voicemails

Previously, we had a lot of voicemails. We tried to listen to them about ten times a day to call clients back as quickly as possible. We wrote everything down on paper and listened to messages multiple times to ensure we didn’t miss anything. Our old system forced us to listen to the entire message to catch a small part of a misunderstood conversation.

Since implementing Fresk, we receive very few voicemails. We get more texts. Texts are much simpler to manage for us and for the patient. Patients no longer have to wait on hold or leave a voicemail. They text us their needs or questions. This saves time, and everyone can respond at their convenience.

Voicemails with Fresk are available on-screen for one-click listening on demand. We can fast-forward through messages to hear the desired part. Taking messages quickly allows us to call patients back faster.

Handling Missed Calls

Before, we didn’t have caller ID, and it was impossible to respond to missed calls. These calls were simply lost. This posed a risk of losing potential new clients. With Fresk, we see all missed calls, which allows us to call everyone back. Plus, we know which patient we missed. This allows us to follow up effectively and prioritize our callbacks.

Text Messaging

Before, we had no way to communicate via text. Our software offered appointment reminders via text, but at an additional cost. Plus, it wasn’t intuitive.

Fresk integrates text messaging with our clinic’s number. Often, texts replace voicemails. Some patients don’t even have voicemail. We send text messages instead of leaving a voicemail.

Unfortunately, our email exchanges don’t have a high success rate. Texting, on the other hand, gets a high and quick response rate. Plus, Fresk allows us to see if the text was received by the client.

A good example: during the holidays, we easily managed urgent patient requests via text. We even included emergency instructions in our automatic text replies. Fresk simplifies our daily work.

Additionally, our patients are teenagers aged 13-16, most of whom have cell phones. We communicate directly with them when needed. In case of an emergency, we can exchange texts to resolve the issue. This is reassuring for our young patients and their parents. Fresk allows us to manage emergencies in real-time via text.

Securely Sending and Receiving Documents

Our practice management software offered secure file sharing, but it wasn’t easy. Now, we send all our sensitive documents to our referral clinics with Fresk. It’s all done in one click, or almost. We save a lot of time. This improves our daily workflow. Fresk listens to our needs, as the software has adapted to our challenges multiple times. Very motivating!

One-Click Calling

Before, we manually dialed all our calls and emails, and, let’s be honest, we sometimes dialed the wrong numbers. Now, we listen to voicemails with one click. Plus, the message is automatically saved in the patient’s file. This gives us quick access to the exchange history to fully understand the request and respond appropriately.

Centralizing Communication Tools

We obviously didn’t send texts before. Now, we see all our communications in one place. It’s simpler and allows us to respond to patient requests faster.

Template Response Libraries

We use them to organize more complex messages. For example, for patients who miss multiple appointments, we’ve created “final reminder” templates with all the necessary clarifications. With quick messages, we no longer need to write long texts—they’re available in one click, and we personalize them. It’s very, very fast!

Key Benefits of Fresk

1. Faster communication.
2. Simplifies our communications.
3. Saves time and improves daily efficiency.

Tips for Implementing Fresk

The software isn’t complicated at all. Give yourself time to get used to it. You’ll encounter issues that are easy to resolve. The Fresk team supports and guides you every day. Communication with technical support is easy and pleasant, which has allowed us to evolve the software according to our needs with their help. There’s always someone at Fresk supporting me. It makes all the difference!

I recommend all dental clinics start using Fresk right away. I wouldn’t want to go without it. If it were taken away, I’d be really unhappy.