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Customer Success Program Central to Practice Flourishing

Central Dental Alexandra, Amelia Paterson - Principal Dentist and Ben Paterson - Practice Manager

Sparsely populated Alexandra in the Central Otago district of New Zealand’s South Island is a world away from the main population centres of Christchurch and Dunedin, but Central Dental’s Amelia and Ben Paterson’s practice is thriving. “A lot of our patients travel a long way to see us, so we’re establishing two new practices to make it easier for them to access the care they need,” said Amelia, the practice’s principal dentist.


Amelia and Ben bought their busy Alexandra practice in 2016 and had intended to review the business and build it up over time. “It became clear very quickly that the business was extremely busy and we were run off our feet just keeping it ticking over," Amelia’s husband and practice manager Ben said.


They enlisted the expertise of Sam Bain, a Software of Excellence Customer Success Consultant, to assist them to analyse and understand their business better in order to be more patient-centred and profitable. “We were booked solid for eight weeks which made it extremely difficult for us to assist patients requiring urgent care,” said Ben. “We needed to free up some time every day to be available at short notice."


The dynamic duo initially added a second chair and commenced plans to expand beyond Alexandra. The two new practices are currently under construction and are expected to open by the end of the year, providing local communities better access to the dental care they need, when and where they need it.


“We reached out to Software of Excellence’s Customer Success Program to help us take control," said Amelia. "We were working hard but couldn’t meet our patients’ needs in a timely or profitable way," she said. "We’re very excited about our plans now and will be rolling EXACT out to our new practices from day one."


The Customer Success Program is a free service for EXACT customers that seeks to work with dental practices to achieve their goals. “We’re much more than a help desk," Sam said. "We hold regular telephone hook-ups with our clients where we review and analyse their practice’s data and develop strategies together to improve their business,” he said.


The Customer Success Program utilises EXACT’s advanced online business analysis tool, MyPractice Cloud to provide easy, online access to dentists to review their practice’s performance any time, anywhere. “We’ve made significant progress in the first year on our recalls, workflow compliance and chair-time utilisation,” said Ben. “We’ve still got a long way to go, but we are making good progress on these critical factors. We regularly review our business data and we’re increasingly confident to address issues as they arise,” he said.


Software of Excellence’s EXACT features a comprehensive array of practice management tools that are designed to provide dentists with more time with their patients and less time with their computers. “Customer Success Program participants report they are more aware of every part of their business and getting more out of the software’s functionality,” said Sam.


Practices that participate in the Customer Success Program typically report revenue growth of more than 20 per cent in their first 6 months. The program helps dentists take control of their practice’s key performance indicators such as:

  • Revenue
  • Chair-time utilisation
  • Unbooked time
  • Short notice cancellations
  • Failure-to-attends
  • Recall effectiveness
  • Billable hours
  • Average hourly earnings
  • New patient numbers
  • Debt

Customer Success Consultants will initially conduct a free business health check using your practice’s data, and then provide monthly progress reports, meet with you monthly in one-on-one consultations and be at the end of the phone for ongoing advice and support as required.


If you’re interested in learning more, call Software of Excellence’s Customer Success Team on 0800 930 171 or email


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