ADIA Award Nomination

Henry Schein One nominated for the Australian Dental Industry Awards 2020

Adia Finalist

Customer Success Program nominated for the ADIA’s Innovation Award

The ‘Innovation’ category of the Australian Dental Industry Awards recognises and celebrates businesses that have researched, developed and delivered an innovative product or service throughout Australia.

Today, the Customer Success Program is Henry Schein One’s groundbreaking coaching service for dental practices, combining cutting-edge research with dedicated one-on-one business coaching. 

“We’re really excited to be nominated for the Innovation Award – our Customer Success Consultants do an amazing job helping dental practices treat more patients, which ultimately helps both dentists and their patients. We’re looking forward to hopefully making it through to the next round.”
Calvin Leung
Marketing Manager, Henry Schein One Australia

The nomination from the ADIA acknowledges the success of our Customer Success Program 

As we approach the ADIA Innovation Award finalist announcement on 10th December, we’re sharing the story behind our Customer Success Program to celebrate the dedicated Henry Schein One team empowering dentists to deliver improved oral health outcomes.

The story behind our Customer Success Program

The problem: dentists aren’t natural business owners

For several years, the Henry Schein One team conducted a significant amount of research into dental practice performance across Australia, New Zealand and the United Kingdom.

Our research concluded that:

  • 80% of dental practices didn’t know enough about their business performance
  • 60.5% of dental practices didn’t know where to find the information they need to produce reports
  • 41.9% of dental practices are following the best practice for recalling patients

This highlighted the reality that dental practices lack the knowledge and resources to run a successful business – and deliver optimal oral health outcomes to patients. 

The solution: what the Customer Success Program offers dentists

Breaking the mould of standard dental software services, the Customer Success Program combines personalised business coaching with best-practice resources and software. 
With the dedicated, ongoing support of a Customer Success Consultant, dentists are empowered with the skills, strategies and reporting tools to improve their practice as a business.

The results: empowering dental practices

Our top-performing dental practices who have switched from competitive software to EXACT and joined the program, have achieved on average 27% revenue growth. Our top performing practices have also achieved:

  • 91% chair-time utilisation*
  • 78* reduction in FTAs*
  • 60% increase in average hourly earnings*
  • 140% improvement in recall lag*
  • 60% increase in new patients per month per chair*

The ADIA Innovation Award nomination celebrates the ongoing success of the Customer Success Program and has further strengthened Henry Schein One’s position as thought-leaders in dental practice management. 

By embracing innovation ourselves through extensive research, development and collaboration, Henry Schein One’s empowers dentists to run successful businesses – and deliver quality oral health care to their communities.

Join our top-performing dental practices and optimise your business with Henry Schein One’s Customer Success Program. Talk to us today.

* Based on our top performing 20% of customers across Australia converting from a competitor software to EXACT for each Key Performance Indicator as at August 2019.

Last Updated on 22 May 2020

Set your dental practice up for success