Clinical Training in the Dental Industry:
A Quest Customer Success Story

As the leading global post-sales service support partner delivering end-to-end solutions for healthcare and life sciences original equipment manufacturers (OEMs) worldwide, Quest partners with a myriad of OEMs to enhance their technical service capabilities. A recurring challenge that many of our OEM clients face is maintaining the bandwidth to ensure:

Products are installed in a timely manner
OEM end users receive appropriate training post-install for Clinical Usage
OEM end users are trained and comply with Instructions for Use (IFU) and basic device maintenance

Our solution to this challenge is Quest’s unique turnkey installation and clinical training program which consists of Quest’s technical experts obtaining product and application certification by the OEM’s trainers.

Through this process, our technical experts become both installation and Clinical Application Specialists (CAS), offering the ability to physically install and setup systems, as well as train the OEM’s end user personnel onsite.

The Client's Challenge

Our OEM client launched a new device requiring on-site installation and Clinical Application Training at dental clinics nationwide. Shortly after launching the device, the manufacturer realized that due to a short implementation window, they were not prepared to hire and maintain the staff needed to provide the installation and training to all of their end user customers in a timely manner.

The installation and training requirements included:

Pre-installation site assessment surveys
Call-outs to end users for scheduling activities
On-site equipment installation
Training of the end user dental staff in the clinical use of the equipment
Post-installation tasks
Post-training surveys

The company required an accountable, flexible partner to maintain consistent service levels for its expanding customer base.

Quest’s Solution

Working with our OEM as an extension of their organization, Quest swiftly implemented our on-site, turn-key installation and Clinical Application Training program to better manage end to end product deployments on behalf of the OEM.

A key part of this program includes utilizing Quest’s Clinical Application Specialists (CAS), who have years of experience having worked in dental practices.

Using this seasoned workforce allowed for smoother equipment installation and focused training for customers on-site. This resulted in an efficient, cohesive experience for each dentist’s clinical staff, allowing for a reduction in their time to becoming acclimated with the new technology.

The complete solution included:

Quest’s fully digitized customer information and pre-installation site survey process.
  •   Provides digital workflow notifications, coordination of upcoming installations and training.
Customer call-outs to the OEM end user by Quest’s CAS;
  •   Coordination with the client for installation, training and verification of site survey details.
On-site installation performed by Quest’s CAS and training completed by the CAS with the OEM end user clinical staff.
Customer post-installation and training surveys are completed to validate training effectiveness and experience.

The Results

As a result, Quest provided a service solution that allowed our OEM end user to address demand at its customer sites across the country.

Moreover, following initial implementation, we completed a detailed analysis of the process and identified multiple areas for improvements to enhance the original processes.

After successfully implementing our clinical training program, the overall process improved significantly creating more available training sessions for the end-users in less time.

The OEM now receives input from both its end-user clients as well as Quest’s CAS, which provides improved visibility into the installation and training experience.

Interested in learning more about our initiatives at Quest? Read on to learn about how Quest makes the lives of OEMs easier specifically in the realm of exceptional customer service.

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