Planning for the future

30 December 2009
Volume 26 · Issue 1

Gary Moore looks back on his first year with IndepenDent Care Plans.

A welcome at the stand at Dental Showcase.

 

As my first anniversary with IndepenDent Care Plans fast approaches, I thought it appropriate to provide a brief overview into what has been an exciting, hectic and extremely interesting period for myself and the group.

Entering the dental industry with no previous experience and having enjoyed a career of over 25 years in retail, it was interesting to notice the similarities between both sectors. It was intriguing to be entering a different industry in the midst of a particularly difficult recession, and I was interested to see what impact this was having in dentistry circles, compared to my experiences on the high street.

The obvious and most important similarity that exists is that of the company/client relationship which from the company’s perspective is apparent in two major formats, namely the relationship between us and our member dentists, and the dentist and patient.

Like most companies, as part of our business strategy, we have a number of key objectives with the largest proportion of our goals focusing on the valued relationship with our existing members.

Over the last year we have already implemented a series of initiatives that have improved important support functions for our members, focusing on customer service and communication standards, costs, product enhancements, marketing, training and plan conversion management.

However, we are conscious that to maintain our competitiveness within the dental care plan provider market, we need to continually review the services and benefits we provide; and whilst we have implemented change in the last 12 months, we have identified further aspects of our business which require closer attention during the early part of this year.

Whilst implementing key initiatives for existing members, we also want dentists who are looking to introduce a new dental care plan into their practice, or considering a plan conversion, to consider us as their provider of choice.

With this in mind, and with supporting our business objective of raising the brand and product awareness throughout the industry, we have recently introduced an exciting initiative which we are confident will generate ‘new to group’ interest. (Call 01463 222 999, or visit newly re-launched website www.ident.co.uk).

With regards to the new website, we now have a more vibrant, attractive and benefit driven website that visitors (dentists and patients alike), will find more user friendly, and want to investigate further. It provides an opportunity to find out more about who we are and what we have to offer. We welcome feedback and the thoughts of our members because, if with their input we can enhance the experience when dealing with us, this can only result in a positive outcome.

For more information call 01463 222 999 or visit www.ident.co.uk