Purchasing new technology is often a sterile and faceless experience. Here’s a common scenario: A product is shipped to you, maybe with a manual. Even if you are excited about the capabilities of the product, you may dread the trial-and-error of setup and early usage.

With the glidewell.io™ In-Office suite, Glidewell has shifted the norm, introducing a people-first approach to our solutions. When you purchase a mill, scanner or other chairside materials, you automatically gain access to a dedicated support team.

While the protocols may differ slightly depending on the product — e.g., a mill versus an intraoral scanner — the white glove service, attention to detail and commitment to education remains the same throughout the glidewell.io ecosystem.

Likely, your first point of contact will be a glidewell.io salesperson. They will ensure you are on the right track and choose the glidewell.io products that are most beneficial to your practice.

First, you will receive an email or phone call welcoming you to the glidwell.io family. The communications will include:

• A link to a product resource page with detailed instructions on signing up for an account and training
• Contact information in case further assistance is needed

Depending on the requirements of the product, a coordinator will call your office to schedule an installation and training appointment. For products like an intraoral scanner or 3D printer, virtual consultations are both sufficient and convenient. For in-office mills, Glidewell provides in-person training.

Because we understand how busy dentists are, we use a concierge delivery service to ensure the product arrives exactly when the dentist is ready for it.

For example, if a practitioner in Boston orders a mill, it will be shipped to a warehouse in Boston and delivered to their office one week before installation day, when a Glidewell representative will be on site.

Concierge delivery means that dentists are not wasting precious time trying to set up and figure out a new product. Glidewell is there to make the process as seamless and pain-free as possible, so clinicians can get up to speed and back to their practices.

The client success team fosters the relationship between Glidewell and the glidewell.io customer. They help dentists discover their goals and customize individual plans.

For example, some dentists might have the goal of creating as many same-day crowns as possible while others might want to focus on 3D printing. Other dentists might want to start with an intraoral scanner and integrate .io products as they gain confidence.

The client success team pinpoints what is important to the customer and builds a plan based on those goals. Once the plan is fleshed out, the team will set up a call schedule to put the plan into action:

• Weekly check-ins: The first check-in happens after installation and training to evaluate the setup and address any questions or concerns that arise. Then, customer success will follow up once a week during the first month of use. 
• Bi-weekly check-ins: Anticipating that the customer needs a little less at this point, the calls are reduced to twice a month for the second month. The customer success team also tracks engagement metrics to identify trends, opportunities for improvement and potential issues before they escalate.
• Monthly check-ins: By the third month, the customer success team checks in just once a month. This ensures Glidewell maintains a strong relationship with the customer as they navigate their new equipment.

For the fastmill.io, the Logistics and Implementation team has found that a two-day, onsite process is ideal for milling technology adoption. When the dentist is prepared to receive their mill, an implementation specialist arrives at their office to facilitate the process.

Day One: Installation day. Although practitioners are always excited to receive their “new toy,” the mill installation can be quite noisy, so Glidewell makes sure the dentists and their staff are aware and make the proper arrangements.

Day Two: All-day fastmill.io training for dentists and their team members — worth six CEUs.

For fastscan.io and fastprint.io users, remote training is utilized for the setup/installation process, through FaceTime, Google Meet, Microsoft Teams or Zoom. Once the dentist signs their office up for training, a trainer is automatically assigned. These trainers are available from 5 a.m.–5 p.m. (Pacific) to accommodate sessions coast-to-coast. On average, a consultation will be scheduled within 3–5 days of sign-up. 

Session One: Covers the basics of scanning with the fastscan.io. This includes familiarization of the Meditlink and fastscan.io software, basic scanner controls and scan strategies. The goal for the first session is for office staff to be able to scan a basic crown & bridge or nightguard case.

Session Two: Covers more advanced tools and techniques. This session touches on more challenging workflows such as scanning for implant cases as well as partial and full dentures. 

During the first session of fastprint.io training, the trainer ensures the following:

• All materials and equipment have been received, unpacked and properly positioned on countertops
• All cables/connections are installed and functioning
• All equipment has been appropriately calibrated
• Software is installed and all licenses have been verified and activated 

The second session deals with the specifics of 3D printing:

• Learning how to use 3D printing software including fastdesign.io, LuxDentHost, LuxFlow, and LuxDesign
• Hands-on 3D printing instruction on dental models, nightguards and retainers/aligners
• Post-processing protocols — washing, dehydrating and curing
• Basic care and maintenance

While the trainings cover everything needed to be successful, there is also a U.S.-based customer support team standing by should clinicians ever have any questions. As dentists begin regular use of their products, they may need clarification or troubleshooting help. That is where the Customer Technical Support (CTS) team comes in. 

Here is how they address a request:

1. Customer calls with a question or problem
2. CTS collects their contact information and notes the request in detail 
3. Often, CTS will remote into the customer’s computer to get a better look at the situation
4. After the issue is identified, the support representative personally guides the customer through the solution, educating them in the process
5. Once the request is complete, a ticket is created to document the correspondence and save the information to help future customers

One hallmark of the Glidewell philosophy is an emphasis on continuing education. It is no different with glidewell.io. With so many features and methods, the possibilities are truly endless. Every few months Glidewell staff dentists break ground with techniques and strategies, as they test the boundaries of glidewell.io capabilities. Educational events are a chance to disseminate new innovations in digital dentistry.

Additionally, you can attend a live course on a specific digital dentistry topic, browse our comprehensive library of videos or attend an in-person event like the IOX Symposium, which sells out in advance every year.

NEXT GLIDEWELL.IO LIVE COURSE

• December 6, 2024 
• Introduction to CAD/CAM Dentistry 
• Jinny Bender, DMD
• Location: Irvine, CA
• Available CEUs: 4 units

Learning Objectives:

• Apply techniques for digitizing the clinical workflow
• Digitally design a functional and esthetic restoration
• Make material choices based on their indications
• Produce quality restorations in a single visit

Ever since Glidewell started offering IOX, it has consistently been our fastest selling event — and with good reason. At this symposium, clinicians can practice the latest digital workflows and expand their skill sets to maximize the value of their glidewell.io systems. Along with earning 12 CEUs, dentists will have the opportunity to network with likeminded peers and experience the forefront of dental technology.

Highlights:

• A tour of the world’s largest and most innovative lab
• New, never-before-seen glidewell.io information
• A hosted cocktail party and exclusive IOX giveaways

With the glidewell.io suite of solutions, the Glidewell team has ushered in a new era of humanized customer experience. When you purchase a glidewell.io product, you can expect to be on a first-name basis with several dedicated team members. These team members each have an organized role in making your entire glidewell.io experience smooth, simplified and productive. Though there are other digital dentistry products on the market, customers have reached out to Glidewell, saying our support and education is unmatched. From beginning to end, the customer is always top of mind and our highest priority.