Orthotown September 2020 - 55
SmileSnap, FaceTime, WhatsApp,
Doxy.me, etc.
Step 5: In-office appointment
*
*
*
Dental exam.
Scan/records.
Start.
Quick tips
*
*
*
You want to give the impression that
your practice is easy to work with. If
you have to follow up too many times
for quality photos during the first
lead-capture phase, consider skipping
this step altogether.
If you're advertising a virtual
consultation-as opposed to a free
smile assessment or smile analysis-
you need to give a quote and an
estimated length of treatment. If
you're unable to provide these two
details, make sure you explain why-
photo quality/angles, etc.
Consider having a few options for
video call platforms, so you can meet
patients' preferences or technology
IQ. (Not everybody is familiar with
WhatsApp, for example.)
level. Don't let leads slip through the cracks
because you're still doing things manually!
Ultimately, you want to make sure your
team is owning the whole virtual shopping
journey. This means ensuring they are
comfortable communicating via different
channels and with people at different stages
in the buying journey. ■
The 'New'
New Patient
Journey
Lead
capture
* New patient call
* Photos submitted
via SmileSnap,
SmileMate, etc.
* Forms
completed
Photos
received
Follow up, if
necessary, to obtain
suitable photos
Treatment
options sent
VTC roles and responsibilities
The VTC and the TC do not need to
be separate people, but they are two distinct
roles. Be sure that whoever is involved in
this process understands their responsibilities
clearly and doesn't revert back to traditional
TC standards.
The new responsibilities of a VTC
include tracking lead status and following
up accordingly. Remember, there's no simple
"yes/no" tracking for patient starts; there are
additional stages in the new patient journey
where prospects can fall through the cracks.
VTCs must also take more control
over the reception rate by monitoring
patients appropriately-ideally in a CRM
system-and sending the applicable email
campaign and/or email marketing blasts.
This allows you to do things at a bulk
Fig. 3
Call or email
treatment options
with quote and
estimated length
of treatment
Video call
VTC schedules
a video call with
the patient
In office
* Exam
* Scan/records
* Start
orthotown.com \\ SEPTEMBER 2020
OT0920_BullVTCs_AG.indd 55
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http://www.orthotown.com
Orthotown September 2020
Table of Contents for the Digital Edition of Orthotown September 2020
Orthotown September 2020 - Cover1
Orthotown September 2020 - Cover2
Orthotown September 2020 - 1
Orthotown September 2020 - 2
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