Question 1
Can I connect multiple scanner accounts to the same scanner?
Answer:
Currently, the system supports integrations with different scanners like 3Shape, iTero, Medit, Shining 3D, DS Core, etc., with more scanners coming soon.
You can connect multiple scanner accounts to the system and seamlessly retrieve scans from all connected accounts in one place.
Question 2
What information will be received along with the scan files?
Answer:
The system periodically retrieves the latest scans from your connected scanner accounts. Along with the scans, you will receive key details such as patient name, patient ID, doctor’s name, case instructions, and all additional files.
Please note that this information depends on what the doctor provides from their side. Only the details shared by the doctor will be retrieved and displayed in the system.
Question 3
What are the Draft Cases?
Answer:
When the Smile Genius system retrieves the case from the scanner portal, if the critical information like 'Required Service' or 'Dentist Name' is missing, then the case is created as a draft. The lab user can fill in the missing details, which will automatically move the case to the received status.
Please note that when you update the case status on Smile Genius or post a comment on the case, it will be updated on the scanner portal as well. Provided this functionality is allowed by the respective scanner portal.
Question 4
Introduction to Case Statuses
Answer:
Each case that is received from the scanner portal will either be created as a Draft (if critical information is missing) or as a Received Status.
When the lab is done with the case evaluation, they should move the case to Accepted. Otherwise, if they have any questions for the dentist, they can put a comment and move the case to On Hold.
In both scenarios, the respective case on the scanner portal will be updated as well, and the scanner portal will trigger the appropriate email to the dentist.
Question 5
How to download case files?
Answer:
In the Smile Genius lab portal, users can download all the case files to maintain internal records.
On each of the case details page (not draft cases), the lab user will see the Attachment files / Scans Section. They can expand the section by clicking it and then download the files as required.
The user can download all files or a selected file type (PLY, STL, or OBJ, etc.) from this section.
Question 6
Can you tell me the groups that will be onboarding so that I can make an informed decision as to whether this software will work for us?
Answer
We are starting with Smile Clinic Group, followed by phased rollouts with groups including Genix, Obex, Colosseum, Today’s, Splendent, and Portman Dentex.
This means your Smile Genius setup is not limited to one group and can support additional opportunities as more groups come online. Being on our platform will also give you additional exposure to clinics that already use your services, allowing them to see you as an approved provider servicing other clinics within the group’s network.
Question 7
“Information received on Smile Genius must be prioritized for all communication, as dentists and clinics use our platform as their primary tool.” How will this work for dentists that prefer to use WhatsApp?
Answer
You can continue responding through WhatsApp whenever a dentist contacts you there.
We will work with clinics to make Smile Genius their primary communication channel, but we recognise that adoption takes time and that both channels may initially coexist.
Where a message is received through Smile Genius, we simply ask that you respond there so the clinic and group retain a clear, shared record of the conversation.
Question 8
We already have a system for invoicing and payment methods. What information will be required for us to send invoices through the portal? Would it just be a case of uploading an invoice to the portal? Or does Smile Genius have its own invoicing system now?
Answer
You do not need to replace your invoicing system, change your current process, or upload invoices manually to Smile Genius.
You can continue issuing and emailing invoices as you do today. The group will receive and reconcile them through Smile Genius, allowing both sides to see which purchase orders relate to each invoice without creating additional administration for your team.
Question 9
All of our clients pay on statement, not on invoice, and this system is with our director who works off-site. How will the statement method work with Smile Genius?
Answer
Your statement and payment process will remain unchanged. Your director can continue managing statements off-site as they do today.
Smile Genius provides additional visibility by connecting purchase orders to the relevant invoices. Once the group completes its reconciliation and payment process, the corresponding orders can be marked as paid.
This gives you a clearer view of what has been settled and makes any payment query easier to discuss using specific order references.
Question 10
We are able to fill in the onboarding form; however, we have different emails from invoicing, as we do for all our scans. How will this work?
Answer
We recommend registering with the main operational email used to monitor incoming cases.
Your accounts email can then be added as a separate user, keeping case activity and financial information with the appropriate people while both remain visible within the same lab account.
Question 11
Can you let me know how secure the software is, please? I'd like to also consult our IT and security guy before we hand over any passwords to any of our portals.
Answer
Smile Genius is a cloud-based platform designed to meet GDPR and HIPAA requirements.
Please do not send us any passwords by email.
We are happy to provide your IT and security consultant with the relevant security, data-handling, and hosting information, and to walk them through the connection process before any scanner portal is connected.
Please start a thread with them immediately if you want to complete this before you sign up on the platform.
Question 12
We already have a system in place for booking in and lab tickets, which then generates an invoice when booked out. Will we be duplicating this and doubling up on workload?
Answer
You can continue using your existing system for booking, lab tickets, production, and invoicing. We are not asking you to recreate those internal processes in Smile Genius.
Initially, the same case may be visible in both your scanner portal and Smile Genius. The additional activity in Smile Genius is limited to acknowledging the case and updating its shipment status.
This gives the clinic and group shared visibility and reduces follow-up calls and emails, while your internal production workflow continues as it does today.