Meet Our Team: Customer Success Consultant Joanne Lowne
At Henry Schein One we’re proud of the diverse and dedicated team we have working on every aspect of our business operations, helping our customers run and grow their dental practices.
In this, the first part of our Meet the Team series, we spoke to Customer Success Consultant Joanne Lowne about how she helps our dental practices achieve their full potential.
The right combination of experience and training
Joanne started working as a Customer Success Consultant in the Customer Success and Training Team more than three years ago, and she has over ten years’ experience as a dental assistant and dental practice receptionist. Now, she works with practices that are new to EXACT on the Customer Success Program, which consists of 12 monthly business reviews.
Joanne analyses a practice’s data to help the owners and practice managers better understand their performance and drive further success. She looks at how EXACT processes and tools can assist with patient management, including appointment book set up, automated patient communications, treatment acceptance and outstanding treatment plans, recall effectiveness and much more.
In this role, Joanne helps make a big difference to dental practice operations. As she says, “One of the challenges I see is that dentists know how to do dentistry, but they struggle knowing how to run a business. Dentists are unsure of the data that needs to be monitored to ensure patient retention, on-time recalls, effective communication and the technologies available to them to help run their business.”
Understanding practice performance and setting team goals are keys to running a successful business, and Joanne first helps practices set the right goals through the Customer Success Program.
“I do a happy dance when…”
Joanne sees the difference the Customer Success Program makes to so many practices, every single month. When a practice has struggled with something — such as patient recalls — and they talk through their problem and potential solutions with Joanne, they often see significant results, leading to further success. It’s like a snowball effect.
As Joanne says, “I do a happy dance when I have provided some advice to a practice for a challenge they are facing, and I see over the next month or so a positive change in the data.” She says that the highest compliment she can receive is to get a glowing testimonial from happy, successful clients.