Villa Radiology’s PRONTO! From Desktop to IOS and Android

What are your expectations regarding product support for your practice? According to an article by Forrester, customers would rather not call at all for support, and it’s clear to see why. Marketwatch.com estimates Americans will spend 43 days of their life on hold. Remote login software and desktop agents offer an escape from this statistic, by putting us, “At arm’s length” to the support provider. But are they used properly? Despite the promise of rapid response, assistance isn’t always truly immediate, nor an intelligent solution to the problem.

If we are forcing practice team members to hold on a call cue, wait for (and likely miss) call backs or wait days for a trainer to travel to the office, how advanced could our support really be? These methods only convenience the dealer / support provider and office productivity irrevocably suffers. The cost of bad customer service affects the practitioner as well as the support provider’s reputation and trickles down to the patient’s experience. It is amazing we still accept it as standard.

Knowledge-bases are a great way of self-help. CallCenterHelper.com outlines 49 Tips to reduce AHT. Three of these tips relate to availability of a knowledge base on common issues. But what about the next level idea that encompasses all of these tactics in real time? What about case specific knowledge, delivered immediately to the best staff member on their preferred device?

One dental provider has done just this. Villa Radiology, the Dental & Medical Imaging, practice development and solutions provider, utilizes a rapid response ecosystem with desktop agent and IOS / Android mobile capability. Villa coined the name PRONTO! (meaning ready in Italian) because the practice has the option to directly contact the manufacturer support through the ecosystem.

PRONTO! works by utilizing video and audio and can be accessed on any screen using most operating systems and browsers. Staff can schedule remote training convenient to them during any open time slot. If there is a product issue, a staff member can send a screenshot, photo or video from their phone and an immediate solution to the specific problem is provided by a factory trained agent. If the problem cannot be resolved at the staff’s convenience, an agent is available to escalate the case.

In the digital age we are quicker and smarter and investing heavily into our support platforms. Support providers, in turn, must deliver smart, convenient support and training as rapid as they deliver their product and bill their customer. For the practitioner, staying invested in next level support is critical to maximize daily production.  This results in less time spent on the phone and more energy spent on patient care.

Villa Radiology offers PRONTO! On-Demand with all new Villa products. They are also currently offering a best pricing request to demonstrate Villa Radiology’s unique value proposition which answers the question, “What is Villa”?

About Villa USA – Dental Digital Imaging

Villa is a 60 year old Italian Company, participating in all areas of equipment design, OEM manufacturing, research & development for both medical and dental imaging systems.
Since it was founded in 1958 by Alfio Villa, the Villa empire was built upon the idea of an OEM manufacturer dedicated to 1) best diagnostic image quality, 2) efficiency and ease of use, 3) reliability and commitment to the product.

All together, more than 7,000 medical R/F tables, 35,000 dental panoramic systems, and 75,000 intra-oral x-ray units have been manufactured and placed in the largest hospitals and most advanced dental offices sourced from the Italian manufacturing headquarters located near Milan.

Villa continued to achieve success though strategic product distribution of its own imaging systems through more than 150 dealers in over 95 countries worldwide. Villa is considered a veteran and major competitor in the Global Medical and Dental markets. Villa Radiology Systems value-priced, world-class imaging products and support services are now available in North and Central America.