Everywhere Dental Platinum
Overview
We have created a new product in Nimble titled Everywhere Dental Platinum. This product is similar to Everywhere Small Business Platinum, but it is designed specifically for dental practices. This new bundle includes Call Tracking, Remarketing, Facebook Ads, YouTube Ads, Gmail Ads, and Mail Tracking.
We have also created an additional product to go with Everywhere Dental Platinum called Call
Monitoring. All calls that come in to Call Tracking numbers with Call Monitoring will show up on a new queue called the “Call Tracking Analysis Page.” We will listen and provide feedback on the calls that come in and display this information on MyPCM for the client to use for training and quality assurance purposes.
Nimble
We made the following changes in Nimble to accommodate these new features.
Non-Stock Items
We created the following NSI codes:
1. EDP – Everywhere Dental Platinum a. This is a new bundle that contains:
i. Call Tracking ii. Remarketing iii. Facebook Ads iv. Mail Tracking
v. YouTube Ads vi. Gmail Ads
2. EWDNCT – Everywhere Dental Platinum No Call Tracking a. This is a new bundle that contains:
i. Remarketing ii. Facebook Ads iii. Mail Tracking iv. YouTube Ads
v. Gmail Ads 3. CAM – Call Monitoring Service
a. This is a new product that populates calls that come in to a Call Tracking number with this service into the “Call Tracking Analysis Page.”
i. This will check the Call Monitoring box on the Call Tracking Number screen ii. This will create a CRM Credit to be used on the contract for the first three
months of service.
4. CAMA – Call Monitoring Additional Months of Service
a. This is sold when a Customer wants to purchase additional months of service for the Call Monitoring product.
i. This will create a CRM Credit to be used on the Contract for the purchased months.
Action Changes
Call Tracking Numbers screen : Actions > Add Call Monitoring o Will check off the “Call Monitoring” box
o Will add a line item to the Customer Contract called Call Monitoring Subscription
Call Tracking Numbers screen : Actions > Remove Call Monitoring
o Will pop up a confirmation box asking “Are you sure you want to remove call monitoring?
Selecting YES will uncheck the Call Monitoring box and remove the Call Monitoring Subscription line item from the contract.
Selecting NO will close the pop up and NOT remove the service
Screen Changes
Call Tracking Numbers screen : We added a new checkbox to the Call Tracking Number screen called “Call Monitoring”
o This box will automatically be checked off if CAM – Call Monitoring is sold on the Job with the Call Tracking Number.
o Actions > Add Call Monitoring will check off this box and add the item to the contract o Actions > Remove Call Monitoring will uncheck this box and remove the item from the
contract
Call Tracking Analysis Page : We created a screen to handle the listening and analysis of calls that come in to Call Tracking numbers with Call Monitoring.
o The “Link to Call” column will contain a link to the call recording.
The recording will open up in a new tab, so the user can listen to the call without being logged in to the client’s myPCM account
o The following columns will be populated with data from the Call Tracking Number screen:
Customer ID
Link opens the Business Account screen in a new window
Customer Name
This is the Company Name, not the name of the default contact
Phone Number
This is the Call Tracking number, not the Transfer To number
Start Time
This is the date the call came in
From Number
This is the number that called in to the Call Tracking number
o The “Caller Name” column is an editable column that will allow the user to enter the name of the person that called in
o The “Appointment” column will open a drop-down menu and allow the user to select if the caller scheduled an appointment or if the call was missed.
o The “Appointment Reason” column is an editable column that will open a drop-down menu and allow the user to select the service the appointment was booked for.
Braces/Invisalign
Consult
Crown/Bridge
Dentures
Exam/Cleaning/Xray
Filling
Implants
N/A
Other
Tooth Extraction
o The “Comments” column is an editable column that will allow the user to type in any additional comments or provide more data about the call if N/A or other for the Rating Reason or Appointment Reason were chosen.
NOTE: This data will be displayed to the client via MyPCM!
o The “Receptionist” column is an editable column that will allow the user to type in the name of the receptionist that took the call being analyzed.
o The “Appt Scheduled” column will open a drop-down menu and allow the user to select Yes, No, or N/A for whether or not the Receptionist was able to schedule an
appointment
o The “Appt Needed” column will open a drop-down menu and allow the user to select Yes, No, or N/A for whether or not the Receptionist asked the caller to make an appointment
o The “Callers Name Used” column will open a drop-down menu and allow the user to select Yes, No, or N/A for whether or not the Receptionist asked for the caller’s name and then used it twice during the call
o The “Asking if Referred” column will open a drop-down menu and allow the user to select Yes, No, or N/A for whether or not the Receptionist asked how the caller heard about the practice.
o The “Professional Call” column will open a drop-down menu and allow the user to select Yes, No, or N/A for whether or not the Receptionist was professional on the call
o The “Proper Intro” column will open a drop-down menu and allow the user to select Yes, No, or N/A for whether or not the Receptionist used a proper introduction script o The “Caller on Hold” column will open a drop-down menu and allow the user to select
Yes, No, or N/A for whether or not the caller was put on hold and the receptionist returned in a minute or less
Email Changes
We updated the logo and subject line on the following emails to reflect Everywhere Dental
Receipt & Results Update: Everywhere Dental Platinum Marketing Insights
Everywhere Dental Platinum Campaign Updated (Billing Scheduled)
Your Results Update: Everywhere Dental Platinum Marketing Insights
MyPCM
We made the following changes in MyPCM to accommodate these new features
MyPCM Homepage :
o When Everywhere Dental Platinum is sold, the title above the stat snapshot on the homepage will display “Everywhere Dental Platinum”
Dashboard :
o When Everywhere Dental Platinum is sold, the stat dashboard will be labeled
“Everywhere Dental Platinum”
Online Ads Approval Page :
o When Everywhere Dental Platinum is sold, the pricing breakdown on the Online Ads Approval page will update to display the ongoing monthly services and fees for Everywhere Dental Platinum
Call Tracking Numbers Page :
o When Call Monitoring is sold and associated to a Call Tracking number, two new stats will be displayed at the top of the Call Tracking Numbers page. This is a cumulative total of all Missed Calls and Appointments set for all Call Tracking numbers with Call
Monitoring:
Total Missed Calls – Will update when “Missed Call” is selected in the
“Appointment” column on the Call Tracking Analysis Page
Total Appointments Set – Will update when “Yes” is selected in the
“Appointment” column on the Call Tracking Analysis Page
o The “Total Missed Calls” and “Total Appointments” data will also be displayed on the tile associated to the Call Tracking Number that Call Monitoring is associated with:
o When Call Monitoring is sold and a call has been reviewed, the Call Rating will be displayed next to the call that has been analyzed
The Call Rating is based on the answers to the seven questions on the Call Tracking Analysis Page
For example, if the user that is analyzing the call selected “Yes” for five questions, and “No” for two questions, the rating would be 71% - which is 5/7.
If the call has not yet been reviewed, but the review has started, “Call Not Rated Yet” will be displayed in the Call Rating field
If the call was marked “Missed Call” on the Call Tracking Analysis Page, “Call Missed” will display in the Call Rating field
o When Call Monitoring is sold and a call has been reviewed, if an Appointment was scheduled, “Appointment Set!” will display next to the call that scheduled an appointment
o When Call Monitoring is sold and a call has been reviewed, all of the answers that were entered into the Call Tracking Analysis Page for the call will be displayed below the number that called in when the call is expanded.
