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The concept of personalization associated with AVINENT does not only refer to its products, which indeed adapt to dental professionals’ different needs. It goes much further than that. It is a cross-cutting concept that distinguishes all the professionals working at the company.
For milled products, whose daily management involves important technical knowledge, AVINENT offers personalized services ranging from the review of files to be machined to constant technical support for prosthetic laboratories. This task is performed by the specialized CAD-CAM Customer Service Department (Marta V., Susana E., Montse M., Verónica R. and Silvia S.), focused solely on supporting customers and solving their issues at every stage of their order.
“We receive and review all the files our customers send to us to perform personalized stump restorations, metal-ceramic reductions, hybrids, bars, etc.,” explains Marta V., who runs the department. Once the files have been received, they check different parameters following established protocols that vary based on the type of restoration. These parameters include interdental spaces, the possibilities of longer handles for internal connections, divergences between implants, wall thicknesses, retentive areas and more.
AVINENT’s technicians are in charge of supervising the manufacturing process and controlling the delivery times of the parts, which are usually 72 hours on average. If the virtual design that a customer requests does not fulfill one of the characteristics necessary for it to last and remain effective, the technicians will be responsible for informing him or her and will offer alternatives or possible solutions.
Compatibilities and the use of software: frequently asked questions
One of the questions that comes up the most among professionals when they solicit customer service technicians’ advice is related to design software, for which AVINENT has implant and material libraries with many brands and different connections. To answer these questions, the technicians will be available to help the laboratories with remote connections. They also have a technical department specialized in design software.
One of the most important tasks of the CAD-CAM Customer Service Department is to facilitate the installation of these software programs and to guide customers in their first steps with AVINENT’s libraries. If they have never used them before, these programs can be somewhat confusing and require an adaptation period. The technicians will therefore provide the customers with constant assistance so they can satisfactorily transfer the files generated by the laboratories to AVINENT’s milling center.
Essential feedback to keep on improving
The CAD-CAM Customer Service Department is a filter through which a lot of information circulates: questions about using products or materials, questions about their shortcomings and advantages, suggestions for improvement and more. This feedback makes the team a key gear in AVINENT’s machinery, which strives to continue improving its personalized processes, services and products and thereby to keep on leading the new digital paradigm in dentistry.