Nancy Strang

Our Goals

One of the primary objectives at our dental clinic is to improve the efficiency of our patient communications. The key to our success lies in the quality and effectiveness of our interactions with our clients. For some time now, we have aimed to be more accessible and to reach our patients more quickly.

Additionally, since the pandemic, working from home has become an advantage in certain situations. Before Fresk, managing client communications from home was impossible.

Missed calls have always been a problem for us. Until Fresk came along, all our missed calls were lost, affecting our revenue and sometimes even our reputation, often without us even realizing it.

With Fresk, we have significantly accelerated our communication speed with our patients. Today, we respond faster thanks to one-click calling, emailing, or texting. We respond earlier in the morning, from the clinic, and sometimes from home. With Fresk, all information transmissions to patients are much faster than before!

For our receptionists, the addition of text messaging allows them to immediately follow up on patient communications without interrupting their work. And it’s the same for the patient. The proof is that many clients respond faster via text.

Detailed Patient Profiles

The client profile displayed on the screen is a very valuable addition, as it allows us to better guide the client by knowing them better in a fraction of a second. Over time, we add more information to each patient’s profile in Fresk. We include the names of their children, notes on their preferences, issues, and needs. For example, we have a client who suffers from hearing loss, which requires us to speak a bit louder to serve this patient properly. This information is displayed immediately during interactions with the patient. It saves us time from having to search through our practice management software, reducing the risk of making the patient wait unnecessarily.

Additionally, with Fresk’s parked line feature, we can see the detailed profiles of patients who are on hold. This allows us to prioritize handling based on our understanding of the situation.

Call Recording

Some client conversations can be long and complex. This posed a risk of forgetting important details. With Fresk, we have a recording of all communications, allowing us to revisit the recording at any time to ensure we’ve understood the request correctly and to complete the file notes. Voicemail messages via Fresk can be listened to with one click, and we can fast-forward or rewind the message to replay the exact segment we need.

Moreover, since calls, texts, and emails are recorded, we significantly reduce the need for taking notes on post-its, which often get lost. Fresk records almost everything in the patient’s conversation. If needed, we add precise notes to the client’s profile.

Voicemail Management

At the clinic, we have two receptionists who handle an average of ten voicemail messages each day. During peak times, the receptionists let calls go to voicemail to keep their focus on the patients present at the clinic.

Before Fresk, we checked our voicemail three to four times a day. Our old phone system required multiple steps to listen to messages, including calling the voicemail box, entering a code, listening to the entire message, and sometimes replaying it. A major issue with our old voicemail system was that we couldn’t fast-forward through a message; we had to listen to it in full to understand a small part of it. This resulted in wasted time, frustration, and fatigue for everyone.

With Fresk, listening to voicemail messages is so simple, and the audio quality is significantly clearer than with our previous provider. It’s fantastic because we can replay, rewind, and fast-forward through messages without having to listen to them in full. We save time! Old telecom companies forced us to listen to the entire message, even if we only needed to hear 5 seconds of it! Plus, with Fresk, I can check all my messages from home, return calls, and manage emergencies very easily remotely.

When taking voicemail messages, we used to jot everything down on post-its. This again posed a risk of losing the post-it and forgetting to call the client back.

With Fresk, if there’s any doubt, we mark the voicemail as “unread,” which prompts us to revisit it. Now, we rarely forget to call patients back, and we minimize errors. Additionally, we can access our messages with one click on the screen.

With Fresk, receptionists check messages almost immediately. This means we respond to client requests much faster. Previously, we might receive a voicemail at 9 a.m. and return the call at 11 a.m., as checking voicemail was a task in itself that required stopping everything for at least 5 to 10 minutes.

Today, almost all our patients are called back within the next 15 minutes, often even sooner. All our patients are handled more quickly than before, to the great satisfaction of both clients and receptionists. Additionally, we can better identify emergencies and act immediately.

Handling Missed Calls

Previously, missed calls simply meant lost clients or frustrated patients. There was no way to know which calls we had missed unless there was a voicemail.

Missed calls frustrated our patients and caused us to lose potential new patients who quickly went elsewhere.

Missed calls represented lost revenue, especially in the case of new patients who wanted a quick response. For our current patients, missed calls caused frustration, risking tense interactions with our receptionists.

Thanks to Fresk’s automatic text response to missed calls, our patients can call at any time and receive an immediate response. The text indicates the time and when we will be able to communicate with them. This leaves much less uncertainty, greatly reducing frustrations. Our clients can now text us at any time of the day or even at night if they wish. They know we will respond as soon as the clinic opens or when we are available again. The exchanges are harmonious.

Text Messaging

Before Fresk, we used our personal phones to text clients in need. Today, we communicate with our patients via text using Fresk. This allows us to keep track of all our exchanges, regardless of which employee is communicating with the patient. The team remains consistent, and patients appreciate that we’ve adapted our communication to their preferred channel: texting. The proof? They respond quickly!

Before, we had to manually dial all our client calls. With Fresk, we can make calls with just one click. I no longer need to open one app to write an email and another to send a text.

The use of texting is highly appreciated by clients. They value our quick response times and the flexibility texting offers. Everyone can respond at their convenience, according to their schedule, which avoids the back-and-forth of voicemail.

Fresk significantly reduces the time and energy needed to manage client communications. Additionally, texting allows us to reach patients who don’t answer phone calls but respond to texts almost immediately. This helps us avoid many calls that lead nowhere because the client can’t answer at that moment.

Now, we handle our communications with just one click. Plus, we stay within the same software. Our productivity has greatly improved. Personally, I save time that I can allocate elsewhere.

Managing Emails

Before Fresk, we checked our emails a few times a day in Outlook. Obviously, we couldn’t handle emails as quickly as we can with Fresk.

In Fresk, emails are automatically saved to the client’s file and displayed immediately, just like calls and texts. No more needing to go into Outlook multiple times a day, and no more unanswered or lost emails.

Once again, we are much faster at responding to clients and far more efficient. No more switching between our practice management software and Outlook multiple times a day. Fresk stays open, and all our communications are displayed immediately. Fresk saves us a lot of time and energy that we can now use elsewhere!

Confirming Appointments

We confirm appointments however and whenever we want—via text, call, or email—at any time of the day. Plus, we can customize each confirmation message for each patient.

As a manager, I can also handle appointment confirmations outside the clinic, at any time of the day. For example, I can respond to a patient’s request via text early in the morning without waking everyone up.

Template Responses and Documents

The Fresk dental library has allowed us to significantly reduce the time spent explaining things over the phone. This makes us even faster. Additionally, we use the library to refer to instructions and important documents for the patient, such as pre- or post-operative instructions or preparation guidelines for their first visit to the clinic.

The template responses available in the Fresk library shorten our response times while providing higher-quality information than before. Plus, we ensure consistency in the information communicated. Thanks to Fresk, we serve our patients better than ever.

Securely Sending and Receiving Documents

Previously, sending documents securely was mainly done via email, and more recently using a free but cumbersome application.

We constantly need to exchange sensitive information, such as credit card numbers, medication lists, etc. Now, with just one click, we can exchange information both from the patient to the clinic and from the clinic to the patient. It’s very fast—we do it all in one click!

Our clients appreciate this and feel more confident. Plus, there’s no need to use another free software that takes a lot of time to do what Fresk does in seconds. With Fresk, it’s simple because everything is in one place. It’s a huge time and efficiency saver. And time is energy and money too. Fresk helps us save both.

The Impact of Fresk on Our Dental Clinic

By making it easier and faster to transmit information and communicate, Fresk significantly reduces stress on the team. Today, we respond and share information almost instantly, to everyone’s delight.

And since we save time in our daily tasks, we’re more efficient elsewhere.

Not to mention, the Fresk phone system also helps me communicate with representatives and suppliers. I have a record of all my exchanges.

I absolutely recommend Fresk to dental clinics at 150% because it will make their daily work easier. With Fresk, we handle a lot of client communications in much less time than before.

Tips for Implementing Fresk in Your Practice

Be patient during the first three months. It’s a big adjustment at first, especially if you’re not tech-savvy. But in the end, it becomes very easy. At first glance, it may seem complicated, but the software is very user-friendly. Plus, Fresk’s technical support is always available, and the team is friendly. Whenever we have questions, Fresk support provides quick and effective answers.

We feel well-supported by the Fresk team, both physically and technically, at any time of the day. They feel like part of the team.