Case Study

Customer Success Dental

Aligned for Growth: How Thinc Forward’s Strategic IT Management & Ongoing Support Rapidly Scaled a DSO’s Expansion

Client Profile

A Midwest-based Dental Support Organization (DSO) with over 50 locations specializes in acquiring dental practices, enabling dentists to concentrate on patient care by managing administrative tasks.

Challenge

The DSO struggled with integrating new practices due to inefficient support from their previous IT Managed Services provider (MSP), who lacked specific dental expertise. After converting several locations, it became clear the cutover to Denticon – their cloud-based practice management software – was not going as planned. This resulted in:


Integration Issues: Integration challenges arose with each acquisition, resulting in system incompatibilities, patient data management issues, and inconsistent service delivery.

Operational Inefficiencies: Operational inefficiencies stemmed from the previous MSP’s inability to support scaling operations, leading to slow system performance and increased downtime, impacting access to vital applications such as electronic dental records.

Cybersecurity Weaknesses: Inadequate security measures were not compliant with HIPAA and HITRUST healthcare standards, risking data breaches.

Challenge

  • $Integration Issues
  • $Operational Inefficiencies
  • $Cybersecurity Weaknesses

Solution

  • $Implementation Optimization
  • $Cybersecurity Enhancements
  • $Helpdesk and Ongoing Support

Results

  • REconomics of scale
  • RStreamlined operations
  • R Reduced cost
  • REnhanced cybersecurity
  • ROptimal patient care

“We’ve been in the business of providing top-notch dental care for decades, but as our organization grew, so did the complexities of managing our IT infrastructure. Our partnership with Thinc Forward has been nothing short of transformative. Their strategic approach to IT implementation, management, and ongoing support has been instrumental in rapidly scaling our expansion.”

CIO of a growing, 50+ location DSO

Solution

Thinc Forward undertook a thorough IT overhaul, starting with an assessment of existing systems to pinpoint key issues and integration challenges. Their strategic approach encompassed:

Practice Management Software

Phase 1: Stabilization: Addressed immediate IT crises to stabilize existing infrastructure, focusing on critical areas affecting daily operations.

Phase 2: Streamlined Integration: Streamlined Denticon software implementations to ensure that future new practices can rapidly transition without disrupting operations.

Phase 3: Ongoing Support and Optimization: Providing regular system reviews and updates to maintain operational efficiency and security standards.

Cybersecurity Enhancements

Advanced Threat Protection: Deployed Thinc Forward’s full cybersecurity package that included cutting-edge end-point detection and response (EDR) systems and anti-spam solutions to fortify defenses.

Compliance Assurance: Ensured HIPAA and HITRUST compliance through stringent security protocols, addressing the industry’s increasing vulnerability to cyber threats.

Helpdesk and Ongoing Support

Helpdesk Services: Established a dedicated helpdesk staffed with dental-certified experts offering tiered support, from basic troubleshooting to complex issue resolution, ensuring that practices can access timely, expert help.

Training and Empowerment: Provided comprehensive training programs to DSO staff ensuring proficiency in using the new systems and successful adoption.

Ongoing Recommendations: Weekly or bi-weekly calls to review overall volume and activity, as well as identify the root causes of and proactively resolve issues.

Results

Results Thinc Forward undertook a thorough IT overhaul, with a strategic
approach that encompassed:

Streamlined workflows and data management

Enhanced cybersecurity with advanced protections and compliance measures

Reduced cost, including moving expenditures from CapEx to OpEx.

SolutionThinc Forward continues to support the DSO with ongoing IT
management and cybersecurity services, ensuring the organization is well
-positioned for future expansions and technological advancements.

Contact Thinc Forward for customized IT solutions that align with your business goals and operational needs.

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