SUPPORT PACKAGE. Setting the Standard

Transcription

1 Straumann PLATINUM TECHNICIAN SUPPORT PACKAGE Setting the Standard

2 STRAUMANN SUPPORT As a Straumann Platinum Technician we want to support you, and the laboratory in which you work, to produce the best work possible. We offer a range of support tools, based around 4 main areas: You as a Straumann Platinum Technician Your laboratory owner Your clients Your clients patients This brochure showcases all the tools that are available to you as a Straumann Platinum Technician.

3 Contents STRAUMANN SUPPORT 2 Knowing Your LABORATORY 4 Market Research... 5 Competitor Research... 5 Questionnaires... 5 Benchmarking... 5 Understanding Your Clients... 5 Training FOR YOU AND Your Team 6 Staff Training... 7 Watch the Expert Programme... 7 Staff Prompt Cards... 7 Technical Support... 7 Technical & Business Training... 7 client CommunicatiON 8 Letter Templates Straumann Platinum Promotion... 9 Client Information... 9 Client Lunch & Learn Programme Patient Literature Marketing Tools WIDENING YOUR CLIENT BASe 12 Open Day Support Profile Building Speaking for Straumann Connections Programme Websites Online Listing... 14

4 Knowing Your LABORATORY YOUR LAB OWNER YOU AS A STRAUMANN PLATINUM TECHNICIAN PLATiNUM TeCHNiCiAN YOUR CLIENTS YOUR CLIENTS PATIENTS

5 MARKET RESEARCH The key to any successful marketing strategy starts with a clear understanding of where your business is in relation to the competition. This knowledge is invaluable and some simple market research will help you identify where you are successful and why and where you have service shortfalls. It will also help you understand not only the individual needs of a particular customer, but can also help you build an accurate profile of your business as a whole. COMPETITOR RESEARCH Take a look at laboratories in your local area and find out which services they offer to their clients. Websites and local dental meetings can be good sources of information, as can some of your existing clients. QUESTIONNAIRES Questionnaires can help you gather valuable information from your clients, enabling you to understand the opinions they have on their businesses and the expectations they have of you, as a service provider. This process can be conducted as a simple written questionnaire (either by post, or online using a free survey site such as as a face-to-face discussion, or over the telephone, depending on the size of your client base and the nature of your relationship. n Questionnaires should be completed on a regular basis (annual or biannual) to check how well you are servicing your clients needs, and whether these needs have changed. n Use the answers from individual questionnaires to open discussions and present possible solutions if clients are experiencing problems. n The answers in the questionnaires may highlight new services that your clients would like to access to meet their changing business needs. BENCHMARKING Straumann also has a White Paper that profiles the UK dental laboratory market. You can use this to see how the services and structure of your laboratory compares to laboratories nationwide. 5

6 Training FOR YOU AND Your Team YOUR LAB OWNER YOU AS A STRAUMANN PLATINUM TECHNICIAN PLATiNUM TeCHNiCiAN YOUR CLIENTS YOUR CLIENTS PATIENTS

7 Straumann understand that the intricacies of laboratory procedures can be poorly understood by dentists and passing relevant information to them in an appropriate way requires good quality information and an effective education programme. STAFF TRAINING Straumann Laboratory Territory Managers can organise training events within your laboratory, offering the opportunity to discuss basic principles of the Straumann range. These events involve the whole team and help create a culture of confidence and competence when delivering clear messages to clients. n Training is a great team building event. n Straumann Laboratory Territory Managers can organise events at your laboratory on request. n Events last for an hour please allow about 1½ hours for the whole event. WATCH THE EXPERT PROGRAMME We offer the opportunity for Straumann Platinum Technicians to shadow some of the the world s leading dental technicians. You could dramatically transform your career by learning from the masters. Speak to your Straumann Laboratory Territory Manager for details of the current opportunities. STAFF PROMPT CARDS Prompt Cards contain simple information on the Straumann range and will help you and members of your team answer clients most commonly asked questions with knowledge and confidence. n The card is split into simple, easy to understand bullet points. n Helps answer the most commonly asked questions confidently and promptly. n Use as a prompt during calls with prospective clients. n Staff Prompt Cards are available in PDF or Word format (Word version can be edited to suit your individual needs). TECHNICAL SUPPORT Straumann provides a dedicated UK-based support team to help you with any technical issues you might face when using the Straumann system, or your Straumann scanner. The team can be reached directly on: Freephone: (Monday to Friday 9am pm) digitalsolutions.support.uk@straumann.com TECHNICAL AND BUSINESS TRAINING Straumann runs a Continuing Education programme for Straumann Platinum Technicians throughout the year. This programme includes CPD-accredited training for both the technical and business sides of working in, or running a dental laboratory, including: refresher training; technical skills, working with analogue and digital materials and business skills. 7

8 CLIENT COMMUNICATION YOUR LAB OWNER YOU AS A STRAUMANN PLATINUM TECHNICIAN PLATiNUM TeCHNiCiAN YOUR CLIENTS YOUR CLIENTS PATIENTS

9 Effective communication with clients is vital if you are to build a successful business, whether you are using a series of simple letters, or a sophisticated integrated campaign. Targeting the information and concentrating on communicating the benefits of different materials and procedures is the best way of generating awareness and interest. LETTER TEMPLATES We can provide you with a series of letter templates to help with client communication. These templates can be used to generate or follow-up interest in the services you offer. By using Word s mail merge you can easily send multiple letters to a target market: 1. Existing clients regarding the potential offered by CADCAM technology. 2. Existing clients regarding CADCAM screw-retained bars and bridges. 3. Implant clients regarding CADCAM abutments. 4. Denture-only clients regarding CADCAM crown and bridge. 5. Potential new clients. n Editable Word format means templates can be revised to suit your lab. n Use mail merge to extract client data and make letter sending easy. n Contact your software advisor if you require advice or assistance. n Letter templates can be provided by your Straumann Manager. STRAUMANN PLATINUM PROMOTION To help you explain the benefits of using a Straumann Platinum Technician, we have produced a leaflet to use as part of your client communications. Ask your Straumann Territory Manager for details. CLIENT INFORMATION Keeping your clients aware of all the services you offer, and keeping them up-to-date with the expanding capabilities of the Straumann range is important in maintaining their loyalty. Straumann can help support your client communication with brochures on the materials and their suitable indications. Simply ask your Straumann Territory Manager for details of current availability. These materials can also be used as a sales aid during face-to-face meetings with potential customers. 9

10 CLIENT LUNCH & LEARN PROGRAMME Straumann has developed a Lunch & Learn programme for you to run with your new and existing clients. The programme includes: n Provision of tips on organising and arranging a Lunch & Learn event. n A short PowerPoint presentation outlining the features and benefits of the Straumann system, from a dentist s perspective. This is customisable, so you can add your own content. n A selection of give-away items for attendees. n Straumann can even sponsor your Lunch & Learn event. For more details, please contact your Straumann Territory Manager. PATIENT LITERATURE Comprehensive information is a prerequisite for the acceptance of treatment and aids the decision-making process. Straumann offers patient literature to promote implantology that you can pass to your clients directly, or request that Straumann send these to your clients on your behalf. MARKETING TOOLS To support communication with your clients, Straumann can provide additional promotional items (range may be subject to change). n Straumann Platinum Technician Branded Lab Bags n Straumann Platinum Technician Branded Stickers n Straumann Branded Pens n Straumann Branded Post-it Notes Contact your Straumann Territory Manager for more details. 10

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12 WIDENING YOUR CLIENT BASE YOUR LAB OWNER YOU AS A STRAUMANN PLATINUM TECHNICIAN PLATiNUM TeCHNiCiAN YOUR CLIENTS YOUR CLIENTS PATIENTS

13 OPEN DAY SUPPORT We can help you organise and run a laboratory Open Day, offering both potential and existing clients a chance to visit the laboratory, see the facilities for themselves and meet the team. An Open Day is a perfect opportunity for clients to discuss their business needs and aspirations. n Straumann will help you organise and run an Open Day at your laboratory on request. n Help with designing an invitation to mail out to existing and potential clients. n Give-aways and patient information is available. PROFILE BUILDING You can also increase your profile locally, and meet with new clients at local dental meetings. Groups such as the BDA regularly hold smaller meetings around the country at which you may be able to sponsor a small stand for minimal outlay. This offers an excellent opportunity to achieve maximum reach to dentists working in your region. Getting your laboratory s name into the dental press can also be a great way of boosting your profile. Straumann will support you in publishing articles relating to the use of Straumann restorative products in your work. You can request an Article Publishing Guide from your Straumann Territory Manager. SPEAKING FOR STRAUMANN If you are interested in raising your profile as a speaker, Straumann may be able to help you by providing speaking opportunities. We also run Train the Trainer events exclusively for Straumann technicians, to help hone their speaking and presentation skills. If you would like to discuss this further, please talk to your Straumann Territory Manager. 13

14 CONNECTIONS PROGRAMME Your local Straumann Implant Sales Specialist knows many dentists in your area who are familiar with Straumann. They will be able to introduce potential clients to your laboratory through our Connections Programme. Speak to your local Straumann Dental Territory Manager for more information. WEBSITES The increasing popularity and influence of online media has made good websites increasingly influential in attracting new business. It is estimated that just 1 in 3 UK dental laboratories has a website. To help you make the best of your site, or to get going in creating a site of your own, Straumann s Web Publishing Guide, can be supplied by your Straumann Laboratory Territory Manager. We also have a library of lifestyle photos and product images that are available as a complimentary tool for Straumann customers. Taking full advantage of this resource will help you create effective and professional marketing materials. ONLINE LISTING All Straumann Platinum Technicians, and the laboratories for which they work, are listed on the Straumann Platinum Technicians Directory ( which is promoted to dentists to help them find local technicians trained in working with the Straumann system. 14

15 Straumann Platinum Technician Support Tools Order Form Please send the tools selected below to: Technician Name:... Lab Name:... Address:... Postcode:... Phone: LOGO Straumann Platinum Technician Logo Jpeg. Please supply address. IMAGES Media Cd-Rom LETTER TEMPLATES Straumann Platinum Technician Letter Templates. Please supply address. STICKERS Straumann Platinum Technician Logo Stickers (Roll of 375) BRANDED IMPRESSION BAGS Straumann Platinum Technician Branded (Pack of 200) PROMOTIONAL LEAFLETS Setting The Standard Leaflet to Promote Platinum Technician Status (Pack of 25) PATIENT LITERATURE FOR CLIENTS GB Beautiful Teeth Leaflet (Pack of 25) GB Beautiful Teeth A5 32-page Brochure (Pack of 25) GB Patient Friendly Poster (Woman) - Single GB Patient Friendly Poster (Man) - Single GB Information on Aftercare of Dental Implants (Pack of 25) GB A Natural Smile Leaflet (Pack of 25) Step-by-step guides Surgical Step-by-Step ( ) Prosthetic Step-by-Step ( ) NNC Implant Prosthetic Step-by-Step ( ) New March 2012 NNC Implant Surgical Step-by-Step ( ) New March 2012 guides Lunch & Learn Hints & Tips (Including PowerPoint Presentation) Website Hints & Tips Article Publishing Guide White papers UK Dental Laboratory Market Profile Please post back to: Straumann Ltd, 3 Pegasus Place, Gatwick Road, Crawley, RH10 9AY Fax to: info.uk@straumann.com

16 Straumann Ltd 3 Pegasus Place Gatwick Road Crawley West Sussex RH10 9AY Tel: +44 (0) Fax: +44 (0) Straumann Platinum Technician Status The Straumann Platinum Technician scheme was launched in Technicians who had qualified as a Platinum Approved Technician under the previous Platinum Approved/Approved scheme were grandfathered into the current programme. New Straumann Platinum Technicians must satisfactorily complete a test piece. Validation of a dental technician s technical abilities is limited to the test piece(s) they submit. Straumann is not responsible for the quality of individual cases. The Straumann Platinum Technician status is given to the technician, and not the laboratory in which they work, as the scheme is an assessment of an individual s skills as demonstrated on the test piece they submit. Straumann Platinum Technician status is not transferable. To maintain Straumann Platinum Technician status, technicians working with UK-based clinicians must maintain their GDC registration. Straumann Platinum Technicians must also attend update meetings at least once per annum, and pass a test paper. Straumann UK runs the Straumann Platinum Technician programme, and retains the right to change or alter the programme.