DeLux Dental Laboratory Delivers 24/7 Client Access with Magic Touch

A “Dream Come True” for Client Communication and Collaboration

“Your software has not only made us better communicators with our clients, but has made their jobs so much nicer. They’re able to contact us 24/7 through the portal, and any one of our teammates—even over the weekend—can instantly get information back to a client.”

— Debbie Bakanowski, Operations Manager, DeLux Dental Laboratory

DeLux Dental Laboratory, a full-service lab based in Reading, Pennsylvania, implemented Magic Touch solutions in late 2021 after years on a legacy platform. Operations Manager Debbie Bakanowski led the shift to a more modern, lab-ready system that could simplify operations and strengthen communication with clients.  

With Magic Touch in place, the team has digitized key workflows, improved technician oversight, and created a 24/7 client experience that makes day-to-day work simpler for everyone involved.

The Challenge: Outdated Systems and Overwhelming Communication

Like many labs, DeLux Dental Laboratory faced staffing shifts after COVID and rising expectations from larger, multi-location practices. Manual handoffs and long email chains made it hard to keep everyone on the same page, especially outside business hours. At the same time, the legacy software they’d relied on for years wasn’t evolving fast enough to support new workflows.

DeLux needed a platform that could:

• Centralize communication with practices.
• Provide visibility into technician productivity and training needs.
• Scale with a leaner team without sacrificing service.

“We couldn’t just wait to automate. We needed to embrace it,” Debbie explained.

The Solution: A Modern Platform That Works the Way Labs Do

Once DeLux implemented Magic Touch solutions, the difference was immediate. The platform’s practical design and lab-focused features helped the team replace scattered tools with a single, organized system. Debbie described the transition simply:

With everything connected in one place, case management and communication with practices ran more smoothly. Built-in productivity tracking gave leadership clearer visibility into technician performance and training needs, while the client portal let practices share case updates and messages directly with the lab.  

Debbie also noted that the software didn’t just improve communication; it made clients’ jobs easier. Now, practices can reach the lab anytime through the portal, and any DeLux team member—even on weekends—can quickly respond with the information clients need.

“It keeps your doors open 24/7 for clients who need flexibility in their own schedules. It’s something you buy to help your client.”

The Outcome: Stronger Communication and Lasting Efficiency

Since adopting Magic Touch solutions, DeLux Dental Laboratory has strengthened both its internal operations and its relationships with clients. The software gave Debbie’s team the structure and visibility they needed to run more efficiently without adding staff or complexity.

At DeLux, that meant:

• The client portal replaced scattered emails and kept the lab and its practices aligned.
• Leadership gained a clear view of technician workloads and performance.
• Multi-location practices received updates faster with fewer back-and-forth delays.
• Streamlined workflows let the team focus on production and client service.

Why DeLux Recommends Magic Touch

For Debbie and her team, Magic Touch became more than a software replacement. It changed how DeLux runs its business, giving the team tools to work efficiently and keep practices supported at every step.  

When asked why she recommends Magic Touch, Debbie put it simply:

“It was a dream come true. Basically, your software was a dream.”

That feeling comes from finally having technology that fits the way DeLux works. The software simplifies the team’s daily tasks, keeps their clients connected, and helps them focus on delivering the quality and service practices expect. Magic Touch helps labs like DeLux evolve with confidence through technology built for the way dental labs work.

Schedule a demo to see how Magic Touch can help your lab work smarter and serve clients better.