When you join Henry Schein One, you’ll work together with an assigned Customer Success Consultant and a supporting team of experts over 12 months to help you optimise practice performance from day one.

Customer Success Consultants

Your Customer Success Consultant will work closely with your practice team for 12 months to fully understand your immediate business priorities. They will be a constant point of contact and will bring in other experts as required to meet your needs; firstly ensuring your data conversion and implementation are seamless, before switching focus to help improve process efficiency and delivering business outcomes for you. Each month they will call you to help implement best practice whilst reviewing your business KPIs.

Training

Our trainers are highly experienced and offer both onsite training to help your practice get the best out of your new system and role-based remote training. They will ensure you can operate your new system smoothly from the start. What’s more, you will have 24/7 online access to training videos, articles with best practice tips and advice and more via our Customer Portal.

Support Buddy and Team

Your Support Buddy offers intensive help during the first six weeks from the point of installation. They will phone you once a day for the first week and then once a week for the following five weeks, in addition to having full access to the support team to clear up any issues. Once business as usual is achieved you will have ongoing access to the market leading Support Team at Henry Schein One.

Conversions Team

Already have dental software? The Conversions Team have experience converting data from every major software system as well as paper systems without shutting down your practice. They will help collect, review, convert, upload and set-up your patient data in your new system.

Onboarding Team

The On-boarding Team support your practice through every aspect required for a smooth transition. They will carefully guide you through all the stages of becoming a Henry Schein One customer and ensure you are well prepared for go-live and beyond.

Support Hours

Dentrix Ascend Support: ascend@henryscheinone.com.au

Standard Support Hours (AET)
Monday – Friday 8:00am – 6:00pm

EXACT Support: exact@henryscheinone.com.au

Standard Support Hours (AET)
Monday – Friday 6:30am – 8:00pm
Saturday 8:00am – 2:00pm (Emergency Support Only)

OASiS Support: oasis@henryscheinone.com.au

Standard Support Hours (AET) After Hours Support (AET)
Monday – Friday 8:00am – 6:00pm 6:00pm – 8:00pm (Emergency Support Only)

*WA Extended Hours

Saturday N/A 8:00am – 2:00pm (Emergency Support Only)
Standard Support Hours (AET)
Monday – Friday 8:30am – 5:30pm

Australian Eastern Time (AET)

Australian Eastern Time (AET) is used to denote the local time in areas observing either Australian Eastern Daylight Time (AEDT) or Australian Eastern Standard Time (AEST). For other than AET areas please allow for your local time zone.

National Public Holidays

Software of Excellence Support will be closed on National Public Holidays such as Christmas, ANZAC Day, Easter, etc.

If the National Public Holiday falls on a Saturday or Sunday, emergency After Hours Support is unavailable.

Non-National Public Holidays

On non-National Public Holidays, Software of Excellence Support will provide Standard Hours of support.

Saturday or Sunday Support Hours

Saturday or Sunday Support Hours are ‘Emergency Support Only’, defined as a System Down and excludes Digital Imaging support.

After Hours Support (OASIS and Dentrix Ascend ONLY)

After Hours ‘Emergency Support Only’ is defined as a System Down and excludes Digital Imaging support.

* WA (Monday – Friday) ‘After Hours Support’ is not charged at the $150 (ex GST), but only limited Digital Imaging support may be available during this time.