Service offerings: support is everything
Featured Products Promotional FeaturesPosted by: Dental Design 26th February 2022
With so many cutting-edge systems available on the market these days, it can be difficult to decide which one will be the right fit for your practice. For instance, if you’re considering two different CBCT systems that offer very similar features at a similar price point, where do you begin to differentiate the two?
Of course, you will evaluate the features that each system offers, their size and how they would fit into your practice – but what about the support you’ll receive from the company? In many ways, the service offering available from the manufacturer can make a significant difference and be the deciding factor. It’s as American writer Jay Baer says – “Customer service is the new marketing, it’s what differentiates one business from another”.
Not all customer support is equal, however. Here are some points you should consider:
Look closely at your warranty
Most equipment you invest in these days will come with a warranty. These written guarantees will usually include a number of agreements, such as the promise to replace any equipment free of charge should it malfunction within a set time period. Obviously, the longer the protection that the warranty affords, the better, and this can make all the difference in protecting you against potentially very expensive repairs or the need to invest in a new system. Some manufacturers may also give you the opportunity to extend your warranty, enabling you to keep this all-important protection in place.
Warranties are one thing, but you should also compare what different manufacturers are offering when it comes to breakdown and repair. How fast do they promise to replace a system in the event of a breakdown? Are there any hidden fees? Cover that may look appealing on the surface can have concealed caveats, so take the time to read the small print and see if you are truly receiving high quality support.
Your equipment now and in the future
Digital systems are constantly evolving and each update is designed to make your system smarter, faster and more intuitive to your needs. Keeping systems up to date is essential from a security perspective too, which is why it’s a clever move to see how manufacturers support updates and in what way these are offered for the system in question. For example, some may present you with the opportunity to download updates directly from your computer or give you the option to perform updates when most suits you, seamlessly allowing you to schedule them into your work routines to minimise any potential downtime.
Support around the clock
With something as essential as an imaging system, you need to feel secure that you have someone to talk to in case anything should go wrong or if you have any questions. It’s also essential that team members know how to use these systems correctly and in a way that facilitates exceptional outcomes. Remember, getting the most out of your systems in practice can revolutionise how you provide care – so are the manufacturers you’re looking at willing to give the necessary support and training?
Look if the system you’re considering comes with any online training modules and delve into what this entails. Is the training provided directly by experts at the manufacturer? Is it accessible and easily worked into your own working schedule? Every system has a learning curve, but it’s important to see whether you will receive the necessary support on your journey towards mastering it.
You also shouldn’t discount the benefit of a system coming with a sturdy support network for general enquiries. How often have you had a problem with a piece of technology and have had to wait hours as a manufacturer only has a help line that’s open during working hours? 24/7 access to training and support options are always beneficial.
Premium service
Carestream Dental goes above and beyond with its premium service programme – CS Advantage. This unique offering includes everything from the ability to extend the warranty on your system and access to regular software updates to complete breakdown and maintenance cover, training, help lines and more.
By enrolling in CS Advantage at point of purchase, you can feel confident that your investment is protected and will continue to be an asset to your practice now and in the future.
Service can make all the difference
When weighing up potential technologies for your practice it can be difficult to make a final decision. However, by looking beyond the specs of the system and seeing the support you will receive from the manufacturer, you can evaluate which system will benefit you most in the long run, simplifying the choice.
Nimisha Nariapara
Nimisha is the Trade Marketing Manager at Carestream Dental covering the UK, Middle East, Nordics, South Africa, Russia and CIS regions. She has worked at Carestream Dental for the past 7 years, where she has developed her marketing skills and industry knowledge to bring the core values and philosophy of the company to the market.
For more information, contact Carestream Dental on 0800 169 9692 or
visit www.carestreamdental.co.uk
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