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Optimize your Lab Process!
Teaming up with Jenmar, the leading name in Lab Production Software, we offer Dental Laboratories what no other Customer Relationship Manager can and that’s complete integration with DL Plus
 
 
 
 
DLCRM is the result of a combined 30 years of experience in software development…
 
Complete integration with DL Plus equates to the most you will ever know about live production and your doctors all in one central location.

Read more about other features of DLCRM

 
DLCRM Overview
NEW!!! Version 3 has been released. Click here to find out more...

 

Dental Laboratory Customer Relations Management (DLCRM) system was designed to enhance a laboratories customer service to its doctors and at the same time provide laboratory work efficiencies. By way of developing an enhanced system, DLCRM builds a business database that provides a vast array of valuable information by a click of a button when you need it. Partnering with Jenmar International, the leading name in Lab Management Software, DLCRM sets Dental Laboratories apart from others with a unique Customer Relation Management system along with complete integration with DLPlus.

The DLCRM product comes right "out of the box" ready to be used with DLPlus and shares all doctor account, production, sales and financial data. Finally it is possible to track calls, correspondence, tasks, mailing campaigns and much more all in one integrated system. Case tracking and inquiry has never been faster or more intuitive. Quick access to case histories, case notes, and financial information on all of your accounts will elevate your customer service to a new higher level.

These features and enhancements will help your lab to optimize all production processes while providing excellent customer satisfaction to your doctors. Also, by translating every day customer data into a meaningful business database and making it all available through streamlined interfaces, we can help your laboratory gain that competitive edge. Whether you're a small lab with a few doctors or a large lab outsourcing worldwide, our DLCRM software package will do more for your lab than you ever thought possible.

 

Doctors Demand Better Customer Service from Labs and DLCRM Delivers It

Since DLCRM will integrate in your existing DLPlus database, all applicable contact information managed in DLCRM will also be transferred to DLPlus including names, addresses, phone numbers, Cases, Case Products, Case Tasks, doctor alerts, etc. In order to further enhance customer service abilities and your marketing goals, DLCRM also adds many new functions designed to compliment DLPlus already rich feature set, include but not limited to Document Imaging, Calls Management, Computer Telephony Integration (CTI), DLCRM Web Subscription Services and Custom Application Modules.

 

I. Document Imaging - Automated RX & Work Order Scanning

Fed up with losing important case related documents? Tired of storing piles of old Rx papers? DLCRM has all the answers for you with Work Order and Case Attachment Scanning. One of the most exciting and innovative tools found only in DLCRM is the paperless scanning and imaging component. DLCRM provides all the functionality necessary to allow your laboratory to scan all Rx's, work orders, Case Images, and any other case attachments easily and effectively while instantly making the images available company wide to every user of not only DLCRM, but also DLPlus.

Once a template of your work order is created and the setup is completed, simply order your stack of documents to be scanned with the work order on top as a cover sheet and all subsequent pages related to the same case and DLCRM will automatically read the CaseID and attach the documents to their respective Cases.

 

 

 

* Document Imaging requires DLCRM Scanning Level II module.

 

II. Doctor Accounts, Calls Management, Case Management

My Calls, Call Management, and Department Calls

One of the most powerful tools in providing complete customer satisfaction to your doctors is the Calls Management module. This module allows your staff to track all doctors’ activities every time they contact your laboratory for any reason in the form of Calls and Call Notes. If the issue is not fully resolved, DLCRM allows you to assign incomplete calls to specific users or even to departments. Anyone can add notes or complete the call as necessary while DLCRM tracks all activity automatically.

DLPlus Case Tracking and Status - Without leaving your seat, you can verify location, production status, billing status, track a case that has already shipped, or even view the RX image all while the doctor is on the phone with your staff. Imagine the ability to let your doctor know instantly as they call you that their case is currently in QC and is scheduled to ship today or has just left the opaque room and should be ready to ship in 2 days. DLCRM puts all of the necessary information in one place right at your fingertips including Case Tasks, Case Tasks Log, Case Products, and even Case Comments. As of result of such tight integration and superior design, with just a couple clicks, your staff can reference all of this case information in seconds as it occurs throughout your lab and processed in DLPlus.

Case Location Scanning - Part of the Case Tracking available in DLCRM is the ability to set the location of a case based on important areas of your laboratory or a specific technician’s work bench. For example, if a case has to be sent to a call center due to a need to contact the doctor, DLCRM allows you to scan the CaseID and update the case location as “Call Center” with the current date and time and of course is instantly viewable by all users. Alternatively, the case may be going to the plaster room to be worked on by a certain technician. DLCRM makes it just as easy to update a case’s location by technician’s bench number or location as well. The choice is yours. Providing the necessary processes are in place, this feature will take all of the guess work out of locating any case at any given moment.

Sales and Accounting Page - Tired of wondering what are your top accounts? Departments? Products? Based entirely on real time DLPlus production data, sales information is broken down by sales, remakes, and credits and further categorized by product types, unit groups, departments, sub-departments, major, and minor groups. At the same time, DLCRM makes it easy to follow up with delinquent accounts presenting all billing activity ranging from current monthly balances to 180 days past due to payment information.

Local Case Pick-ups Management - It has never been easier or faster to create, track, and complete scheduled or routine local pick-ups for all of your doctors while they wait on the phone. Once entered in the system it is so simple for your staff to view all requests in one central place while allowing the rest of your staff to instantly view any status changes.

Correspondence Tracking and Word Processing - DLCRM introduces the ability to create, publish, and track all marketing letters that you will send to your doctors making it easier than ever to know what discounts and promotions your lab is currently honoring while standardizing your laboratory’s communications with your doctors. Need a new letter for a product promotion you wish to launch at any given time or need a letter to remind your doctors of a current balance due? Let DLCRM help you create the letter through the powerful Word Processing module. This component allows you to write, format, insert any merge field available in DLCRM, and even publish the letter to DLCRM in seconds. Now the letter is ready for printing and tracking within DLCRM by any employee in your laboratory.

Mass Printing and Marketing Campaign Tracking

It’s never been easier to target certain accounts for direct correspondence based on any characteristic you can think from product sales to past due accounts to physical locations. Simply decide the letter and query you wish to use and DLCRM does the rest by printing and tracking the correspondence for each doctor involved. Taking this valuable feature a step further, DLCRM breaks new ground with the ability to create Marketing Campaigns and track their performance. Simply create a Campaign ID and associate every Mass Printing of any letter you wish to count towards that campaign and DLCRM tracks all this information to each doctor record involved.

Doctor Supply Fulfillment Management - DLCRM takes the guesswork out of fulfilling your doctors’ supply requests. All requests are viewable in one central place for your staff to process, while the rest of your customer service team can instantly know if the request has been processed or is still pending.

Alternate Phone Numbers - Yet another way to support your doctors is the ability to maintain as many Alternate Telephone Numbers as you wish and relate them to a particular doctor record. Always be able to contact your doctors at any time with this feature.

Affiliations and Members - You can also keep track of any and all organizations or other affiliations that your doctors may belong to as well as the current membership numbers. For example, if you wish to keep track of the fact that one of your doctors is a member of the ADA and AGD associations, DLCRM makes it easy to simply click the Add button and enter the appropriate information.

Staff Members - DLCRM also makes it easy to keep track of every employee of your doctors’ office your lab personnel may have ever dealt with over the course of a business day. It is now possible to know the name and position of someone at the doctor’s office needed to resolve any issue that may come up. In conjunction with the powerful calls feature, you can count on ending the guessing game for the proper contact at your doctor’s office. With this feature, you will know the name, position and contact information for any employee at any given moment.

Contacts - Yet another way DLCRM provides complete customer information is the ability to record an unlimited number of contacts or associates. Anyone that may work with or share clients with any doctors’ office can be recorded separately and will be permanently attached to a doctor record.

Education Management - This unique feature allows you to enter custom education courses and track each doctor’s attendance and participation for use in marketing promotions or any other events you wish.

My To Do’s - Designed as a personal organizer, My To Do’s allow each individual user to take advantage of the built in messaging system, personal calendar and appointments, and view all assigned calls.

Case Finder - This powerful search engine will help you to find any case that was entered through DLPlus by various pieces of information, including DoctorID, CaseID, Patient First, Patient Last Name, Date In, and/or specify a date range for one of the following dates: Ship Date, Due Date, Date Invoiced, or Bill Date. You can search by one or all of these case properties and DLCRM will scan all specified fields in search of the values you enter. Even if you’re not sure of the spelling, only type the first few letters and DLCRM will return all values that start with what you typed.

Live Statistics - Ever dream of knowing how much money your lab has invoiced at any given second? Ever wish you could know how many units have been entered for your PFM department as of right now? DLCRM makes this dream a reality with Up-To-The-Minute Statistics that are computed based on the production data found in DLPlus and broken down into a number of categories including sales, remakes, credits and units and further broken down by facilities, departments, and unit groups.

Corporate Menu - DLCRM takes the headache out of publishing corporate documents for use by your staff with the Corporate Menu feature. This area of the application is designed as a central corporate library where you can publish forms, marketing material, phone scripts, price lists, working times, shipping schedules, etc. No more printing company documents or searching through drawers of file cabinets to reference valuable information. Everything your staff needs is a couple clicks away and can even be emailed just as easily. With the same design in mind, other corporate information can be referenced here including a corporate directory of employees and users, email addresses, and extension lists.

Security Policies - Just about every option or feature available in DLCRM can be configured to limit access to whichever users you see fit. Everything from maintenance to the ability to delete a call can all be handled by the proper security measures. This will help alleviate the concerns of data integrity while maintaining accountability.

Maintenance Options - DCLRM allow users to decide the values for all drop down lists throughout the application. For example, you can specify what types of Call Descriptions will be available to your customer service representatives. If you find you are receiving more and more calls of a new variety, you will find it takes no time to add a new Call Description and have it instantly available company wide. There are dozens of application values and options that you can customize in seconds as you see fit for your laboratory.

 

III. Computer Telephony Integration (CTI)

With a head set correctly configured with your existing telephone, your staff can take advantage of the on screen dialer. With this exciting feature your call center staff can make calls to your doctor without ever picking up the phone.
Another tool this module offers is the integrated telephony module that allows your staff to immediately view the incoming telephone number while DLCRM automatically searches the entire database and all telephone number fields for that number. Once an exact match is found, the appropriate doctor record will be retrieved instantly, the call entry screen is opened automatically for that doctor, and the call timer is started. Once the conversation with the doctor is completed and the user saves the call, the timer stops and attaches the duration of the call to the call record. In the event that the system encounters a phone number that is not stored in the database, you have the ability to train the phone system. Simply retrieve the doctor record manually and attach the new number. This is yet another way that DLCRM helps your day to day processes move along effectively and competently.

* The CTI (Screen Pop) option requires the DLCRM CTI module and TAPI compliant phone Switch. You may also use a standard phone line with TAPI compliant modems and Caller ID service provided by your local phone company.

* Available in V2 to be released in June 2007.

 

IV. DLCRM Web Subscription Services

Ever wish for a safe and secure way for your doctors to let you know about a case they need before they send in the Rx and materials? Ever wish your doctors could verify the status of a case without ever picking up the phone? Well these dreams have come true and are now a reality. Magic Touch Software is proud to announce DLCRM Web Subscription Services.

  • This revolutionary new feature introduces the ability to allow your doctors to communicate directly with your lab 24 hours a day / 7 days a week via the internet. Imagine having a website dedicated to your doctors that can offer case submission, image and file uploads, case pick up requests, and view accounting data including balance and payment information.
  • Once subscribed to the Web Services module, our experts will work hard to create a website that meets your aesthetic requirements. Your doctors will simply need to set up their own personal account and log on information based on the current DLPlus account number.

 

  • With a few clicks, your doctors are able to submit a case online, instantly providing your laboratory with patient information, shade, requested ship date, case type, product, quantity, tooth numbers, and any extra notes they feel are important to the case. At the same time, your doctors can upload pictures they may have taken chair side or a document of preferences. Once the doctor clicks and submits a case online, the case information as well as the attached images are then entered in your DLPlus database and automatically your lab can then bring up the case and add the actual product codes.
  • Just as easily as your doctors can log in and check the status of a case, they can also submit a credit card or check payment, and even request a pick up from your lab without ever picking up the phone. Your doctors will also have access to their current accounting information including statement dates, current 30, 60, and 90 day balances as well as the ability to send a message directly to a specific department. Picture how your doctors will feel knowing their lab offers this kind of security and support 24 hours a day that only DLCRM Web Subscription Services can provide.


 

 

* Credit Card Payment Processing requires Marathon Services

 

V. Custom Application Modules

  • RX Scanning and Imaging System
  • Automated Doctors Performance Rating
  • Direct Mail Marketing Campaign
  • Automated Account Recovery Call Creation
  • Automated Account Collection Creation
  • Data Synchronization Services
  • Account Collection Follow up Letter
  • Automated Account COD Assignment
  • Account Collection Follow up E-Mail
  • Automated Shipping Time Constraint Call Creation
 
 
Copyright © 2007 Magic Touch Software Int.