ProV International Sets Up Efficient, Next-Generation Client Service System for Global Healthcare Firm, Ultradent

 ProV International, the global consulting firm that helps organizations streamline their customer, employee and digital experiences, has recently upgraded the customer service response system for a global medical products firm with positive results.

Ultradent, the reputed maker of dental products, has been an industry pioneer and leader for over 40 years. A dental supply and manufacturing company, its products are used by a wide range of clientele, including universities, government agencies and private dental practices. Starting with manufacturing operations in Utah in 1979, the company today has subsidiaries in 9 countries, with sales in over 125 countries.

In the past, Ultradent relied on the Agile Complaint System for taking equipment service calls from customers. The system had several shortcomings, such as not being able to correctly add equipment repairs for quick redressing of complaints, and use of five different systems to get the customers’ concerns noted and send a return label. Other issues included spending around ten minutes for each call with customers for logging repair requests. 

“We had several different companies come in and show us their business. ProV just felt right with the way we were treated and how the solutions were presented to us. All our questions were answered, and everyone was great to work with,” said the Equipment Service Customer Service Manager for Ultradent.

ProV’s team set up a system for the Ultradent staff to accept customer requests by using only one program. The process time was reduced from ten to less than four minutes, such as completing a phone call with the customer. More granular data was made available to Ultradent, which can be used for further improving the services. With ProV’s solution, Ultradent has also been able to reduce its overall costs, thus seeing an increase in revenue and productivity, in addition to time savings. 

“Customers are happy with how we are able to send email alerts on UPS labels and units received, quote emails, etc. If they are working with Equipment Repairs for customers, this is a great, streamlined service to use and makes our jobs easier. Our customers are happy, and so we are happy,” said the customer service manager.

ProV International specializes in connecting the human to the digital in ways that increase efficiencies, reduce complexities and help in overall growth. A special area of service is the vital customer relation service, for which the company offers the latest IT delivery systems, consulting and implementation. During the Covid-19 situation, ProV is dedicated to offering its services and offers better solutions through remote work, all in time and within budget.

About ProV International. Inc

ProV International is a global IT consulting firm that specializes in streamlining processes, increasing service quality and keeping workplace productivity high. We promise to reduce your business’s complexity with innovative tech solutions you won’t be able to find anywhere else.

Serving a large spectrum of customers, we believe and invest in your organization’s vision and goals. Start a conversation with us at https://www.provintl.com/contact-us