Ingrid Schutze

Before Fresk

First of all, we didn’t have the line on hold, and we often had several people calling at the same time. And, we take the time with each patient on the phone which meant we lost patients calling in at the same time. We respond faster to patients’ needs.

Now with Fresk

We have a waiting line that prevents us from losing patients. Above all, we’re faster and more efficient in our work. We’ve integrated text messaging, and our patients respond very quickly. We stop calling and disturbing patients who are reluctant to answer.

Patient profile display

We now know every patient who contacts us. This allows us to identify their needs and history before we even take the call. We respond better to each patient.

Record all calls

In the past, when misunderstandings arose, it was difficult to know what had happened. When the patient mis-recorded information, such as an appointment date, it was our fault, causing frustration. Now, we can listen to the conversation with the patient to check what was said. We use the call recording as a reminder. Even when dentists come to us with questions about an exchange, we play them the recording.

Voicemail management

Before Fresk, we took our voicemail messages when we arrived in the morning and again when we returned from lunch. Obviously, our return call times were longer.
We could try to see missed calls on the call display and try to return the call, but it wasn’t easy.

With Fresk, we can now instantly listen to patients’ voice messages. They are recorded in their file. What’s more, the missed call alert with the little red bubble helps us see what we’ve missed and who we need to call back. It’s easier and we’re much more efficient at returning calls.

Before, we had to dial to call our voicemail, take messages and, above all, listen to each message in its entirety before moving on to the next, as well as taking notes before calling back.

With Fresk, we’re faster, and what’s more, it stays in the patient’s file. What’s more, we can advance the answering machine message to listen to the part that’s important to us. We can come and listen to the message again at any time. The red “missed call” bubble prevents us from forgetting to call the patient back. This allows us to get on with our work and come back to return calls when we’re available.

Missed calls answered 24-7

Before Fresk, we couldn’t see missed calls. Most of these patients were lost. Above all, new patients whose calls were missed were probably headed for other clinics. Now, missed calls are immediately visible with the red bubble, enabling us to call them back very quickly. What’s more, Fresk responds immediately by text message. Many patients then reply by text message too. This prevents us from losing patients.

It’s obvious that missed calls had a negative impact on the clinic. For example, a patient who would call us with a dental emergency while we were on the phone with a patient would go unanswered and end up going elsewhere.

Answering missed calls by text message

This is a big plus, as patients respond to us by text very quickly, unlike phone calls. Patients who are unavailable to take a call let us know they’re unavailable by texting back. We don’t waste time calling them several times. And we don’t bother them.

Centralize all our communication tools

In the past, we switched from e-mail to telephone and voicemail. We didn’t have a texting tool.
Fresk facilitates our work by centralizing our calls, text messages and e-mails in a single program. It’s simpler, faster and, above all, less tiring to switch from one screen to another.

Dialog via text message

We realize that most patients want us to communicate by text. We couldn’t have known because we didn’t have a tool for texting our patients. We realized that many patients can’t answer phone calls during the day. With texting, we stop bothering them. It allows us to do other things, and it allows our patients to respond when they’re available.

We now know that text dialogue is essential for communicating with our patients. We’ve tested this by calling several patients and leaving answering machine messages. Most patients don’t answer or call back. Now, a simple text message and we get a response within seconds. It’s very satisfying!

Template messages

We’ve created a good repertoire of sample messages that enable us to answer most of our patients’ frequently asked questions with just 1 click. It’s an incredible time-saver. We used to spend long minutes writing an e-mail to each patient for repetitive questions. Now, we respond quickly by taking a sample message from our library and sending it by text message. We’ve created several templates to respond to our patients’ requests.

1-click dialing, texting and emailing

Before, we had to dial each call manually on the handset. With Fresk, dialing is just a click away. And you can dial a call, text or e-mail just as quickly. What’s more, everything is recorded directly in the patient’s file. It’s very, very fast, which makes us more productive every day.

Secure file delivery

Our pre-Fresk process was very complicated. We had to go through several steps before we could send our files. With Fresk, it’s so quick and easy. You select your file, click and it’s done. It saves you time to do other things.

Fresk benefits

1. Faster service: We respond to all our patients faster than ever before.
2. Easier follow-up: Thanks to reminder alerts with the red bubble, we don’t forget any more patients.
3. Simplifies problem resolution: Recording communications in patient files allows us to track and resolve problems.

Recommendation

We recommend Fresk to all dental clinics. Fresk has completely changed life in our clinic. We work so much more efficiently and it’s a lot of fun! We’d never go back. We even recommended integrating Fresk into our other clinics, which was done and greatly appreciated.

Tip

Use the software immediately. Don’t be afraid. It’s new and it’s normal to be scared, but it’s going to make you so much more efficient at work that you’re going to love it. It’s so easy to use. Take advantage of all Fresk’s tools. To do this, take a few days to try it out. Then use them every day. It’s fantastic!