Companies

Aligning Data, Advancing Oral Health

10/22/2025

7 min. to read

Wardah Inam walked into a dental office for treatment and left with more questions than answers. A new plan conflicted with what she had previously been told, insurance coverage was a mystery, and no one could explain the discrepancies.

For most patients, this confusion is just part of the system—but for Inam, who has a Ph.D. from MIT, it sparked a bigger question: why was dental diagnosis so hard to understand?

“I asked for my X-rays, then left the office. That’s when I started learning dental basics myself, reading books and papers to understand how dental diagnosis works,” Inam says. “I shared my data with multiple dentists, and they gave me different recommendations as well.”

Even with identical data, dentists offered conflicting recommendations. Inam plunged into dental research, consulted multiple providers, and observed dentists in action. Dentistry wasn’t failing from lack of skill— it was failing from a lack of tools assisting dentists.

Bridging the Divide

Inam founded Overjet with a powerful goal: to make dentistry more quantitative and get every stakeholder on the same page to deliver the best care.

“With my background in AI and technology, I realized this was a place where I could make a meaningful impact,” she says.

By analyzing dental images and patient data, the platform ensures that diagnoses and treatment plans are consistent, transparent, and aligned with best practices.

“Overjet is on a mission to improve patient care, create exceptional experiences, and optimize outcomes. To achieve this, we need technology that considers the patient experience end-to-end, while also supporting the multiple stakeholders who deliver and pay for care and ensure the system works effectively across the ecosystem,” Inam explains. “Technology can serve as a facilitation layer, enabling providers and payers to share information more seamlessly. This leads to faster, more accurate decisions and, ultimately, better care for patients.”

From the patient’s perspective, the dental journey—from diagnosis to treatment, claim submission, and payment—can feel complicated and opaque. Instead, Inam argues the journey should be more collaborative at every step. “Our AI-native imaging software helps providers communicate more effectively, so patients truly understand their oral health and the treatments they need,” Inam says.

“AI is a tool,” Inam says. “Our goal is to ensure that patients feel understood, providers feel confident, and payers can make faster and accurate decisions. When all three sides trust the system, everything improves—outcomes, costs, and patient experience.”

Measuring What Matters
One of the ways Overjet builds this trust and collaboration is through the introduction of the Oral Health Score: a measurable, objective metric that connects patients, providers, and payers.

“It shows where they are today, what treatments are needed, and how those treatments will improve their health. It also helps providers and payers work from the same objective data,” Inam notes.

By creating measurable, objective metrics, Overjet reduces friction and aligns all stakeholders, fostering transparency. “If you can measure it, you can improve it,” she emphasizes.

The Oral Health Score isn’t just internal innovation—it has a scientific foundation. “We’ve used data from more than 340,000 patients across all 50 states,” Inam says. “That scientific foundation is what excites us most— bringing measurable, data-driven improvements to oral health.”

Tackling the Taboo: Working with Payers

While internal metrics like the Oral Health Score bring much-needed clarity, one of the biggest barriers to progress in dentistry is the payerprovider relationship. For decades, it has been defined by mistrust.

Collaboration between providers and payers is rarely simple, but it is absolutely essential. Overjet streamlines this process by helping providers verify insurance in seconds, a task that traditionally takes hours, through aggregated eligibility and benefits data combined with direct payer connections. Its evidence-based AI annotations also empower providers to submit stronger claims, resulting in faster payouts. Overjet’s ReviewPass further accelerates the process by enabling instant payer approvals and skipping manual insurance reviews. In addition, Overjet has introduced credentialing automation software used by both providers and payers to deliver instant, automated credentialing and remove unnecessary administrative friction.

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“Providers and payers don’t need to love each other, but they do need to figure out how to work together more effectively to better serve patients,” she notes.

The message to providers is clear: avoiding payers is no longer a strategy. The leaders who embrace collaboration will not only reduce friction—they will gain a competitive edge in dentistry.

Empowering DSOs to Take Bold Action
Overjet is a lever for leadership courage and collaboration, enabling an endto- end, streamlined experience from diagnosis to claim submission.

Standardizing and scaling tools supports both DSOs and solo practices. Patients benefit from more clarity and fairness in treatment, which leads to better outcomes. Providers make more accurate and faster claim decisions with less admin burden.

Payers reduce costs by cutting down administrative overhead.

“The power of AI is not just operational efficiency,” Inam says. “It’s about giving DSO leaders the confidence to grow fast while providing the best care to their patients.”

Overjet allows DSO leaders to step into a new type of leadership—one that prioritizes collaboration, clarity, and courageous decision-making.

Thought leader Kerry Straine, CEO at Straine Dental Management, is confident about the opportunities ahead, “Patient care is at the heart of everything we do. Our goal is to help our partners elevate the patient experience through AI-powered tools. With Overjet, we’re unlocking new levels of precision, efficiency, and performance that will redefine what’s possible in dentistry.”

That same clarity and collaboration extend beyond patient care— transforming transparency into a powerful driver of trust, growth, and competitive advantage.

Turning Transparency into Market Power
Trust cannot be spun, it must be earned through transparency, data, and the courage to confront hard truths directly. When done right, it doesn’t just improve patient care, it drives measurable business results:

Patient retention: Clear communication and reliable care build loyalty.
Operational efficiency: Consistent treatment planning reduces errors, unnecessary procedures, and administrative burden.
Strategic growth: Easier payer collaborations and smoother integration across locations.

Fred Ward, CEO of Marquee Dental Partners, has seen the impact up close: “The best dental offices I’ve ever been associated with were the offices who focused on the patient. I’m excited about what AI can bring—real-time data, real-time recommendations—all the things that enhance a doctor’s opportunities are right in front of them. They can spend their time with the patient doing the treatment right now.”

That, Inam emphasizes, is the real mission: “We’re not just building better AI. We’re building a system where data drives decisions. That shift is the most powerful driver of better care, lower costs, and stronger leadership.”

The Shift: From Blame to Collaboration

Looking forward, Inam envisions a healthcare ecosystem where patients, providers, and payers interact seamlessly, supported by technology that is transparent, reliable, and evidence-based. Overjet is leading this charge in dentistry, creating a model that could expand across broader healthcare.

“Imagine a frictionless dental experience for every patient,” Inam says. “Providers should be empowered to make confident decisions, and payers should feel secure in coverage. When you align all three, you unlock a system that’s smarter, faster, and more humane.”

For DSOs, embracing this model is an invitation to rethink legacy processes, adopt innovative tools, and place trust at the center of leadership.

“This isn’t about asking ‘who wins?’ It’s about asking, ‘How do we all win?’ By shifting from blame to collaboration, we can inspire a new generation of dental professionals and DSO leaders to embrace data-driven care,” Inam says.

Her confusing dental visit years ago pushed Inam to act, and that courage created a platform reshaping an entire industry. The choice now lies with every DSO leader and decisionmaker: remain stuck in uncertainty, or build a future defined by clarity, collaboration, and bold action.

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Waterlines as a Leadership KPI

10/22/2025

8 min. to read

Many dental offices manage waterlines blindfolded: dump in treatment products, test sporadically, and hope for compliance. But waterline safety isn’t just a clinical detail—it’s a litmus test for leadership. Reliable waterline testing reveals more than bacteria counts; it exposes the strength of a practice’s discipline, accountability, and patient-first values. In an era where a single outbreak can shatter brand equity, erode investor confidence, and damage leadership credibility, treating waterline testing as a core key performance indicator (KPI) separates the organizations that scramble from those that lead.

Some argue the cost of compliance outweighs the risk of penalties. But that perspective collapses when you factor in the true cost of reputational damage and litigation. In 2016, one pediatric dental group learned this the hard way after an outbreak linked to contaminated waterlines resulted in 71 confirmed infections, 49 probable cases, and more than 200 lawsuits— an incident estimated to cost tens of millions.

But it doesn’t have to be this way.

There are large DSOs hitting waterline compliance rates well above 95%. That’s not luck. It’s the result of empirically driven, well-built water management protocols that allow waterline testing to shift from a reactive headache to a strategic KPI. High pass rates aren’t just about ticking regulatory boxes; they offer a window into the health of the entire operation.

When DSOs start proactively treating waterline testing as a KPI, they unlock powerful insights into their training effectiveness, operational discipline, and compliance culture at a team and organizational level.

Treatment Isn’t Enough— Test or Risk It

While roughly 75% of offices actively treat their waterlines, fewer than 25% test them. That’s a dangerous disconnect. Regulations require meeting a 500 CFU/mL bacterial threshold. Treatment alone isn’t a guarantee; without testing, there’s no way to confirm the treatment worked.

“Laws and regulations are created because the mass population is not following best practices and guidelines. Those who understand testing is doing the right thing for the patients are the early adopters, starting processes long before they are forced,” Kendra Flowers, a clinical operations/ compliance leader, says.

“Waterline safety isn’t a checkbox —
it’s a competitive advantage.”

Many waterline test failures come down to simple, preventable oversight, like forgetting to add a treatment tablet or neglecting in-line filters on ultrasonic scalers. These small gaps often fly under the radar until a failed test forces attention.

Water quality KPIs should be treated like spore testing: nonnegotiable and high stakes. “Unsafe water has deadly consequences,” Flowers says.

The key? Integrate waterline data into dashboards, reviews, and incentive programs. What gets measured—and rewarded—gets done.

Training That Shows Up in Every Test Result

Waterline test results don’t just measure bacteria—they measure training. When pass rates are consistently high across locations, it’s a strong signal that teams are intentionally following protocols.

According to Flowers, high failure rates are common during the initial implementation of a dental waterline protocol. The failure rates reflect the lack of standardized processes, such as:

Heavily occluded lines requiring replacement
Elevated bacterial levels from municipal sources
Staff unfamiliar with proper procedures

Over time, as the protocol becomes embedded in daily operations, staff gain greater awareness, adopt best practices to prevent failures, and consistently follow maintenance routines.

“Protocol makes or breaks waterline safety. We’ve tested hundreds of thousands of samples, and the truth is simple. Every product can work, and every product can fail if protocols slip. With the right training and site-specific procedures, the majority of failures never have to happen,” says Brianna Niederschulte, President of Agenics Labs.

In short, high scores are proof that the training stuck. Use top-performing offices as a blueprint and treat low pass rates as flashing signs for retraining or standard operating procedure (SOP) overhauls.

Onboarding Passes the Ultimate Test

Waterline test results also serve as a real-time gauge of new hire readiness. When DSOs walk every new hire through SOPs in detail from day one, they sharpen accountability and drive better results. If waterline scores dip after onboarding, it’s time to tighten the process—and make sure new hires aren’t just trained but battle-ready.

To assist in new hire readiness and better results, Agenics Labs provides customized onboarding and training for DSOs, including developing and maintaining SOPs.

“Not only does this allow us to provide DSOs with solutions we know will work, but it also means we can work right alongside their practices, helping staff adhere to the group’s established procedures,” says Niederschulte.

Celebrate Your Champions

When offices proactively test and maintain waterlines without reminders, it reveals a culture of discipline and pride in clinical excellence.

“I like to identify champions in all areas of focus or initiatives I oversee,” Flowers explains. “Showcasing the team’s best practices, whether through a company newsletter, peer training for new offices, or coaching support for underperforming teams, not only drives broader adoption of effective strategies but also fosters the development of future leaders within the organization.”

Average DSOs comply because they have to, while great DSOs embed infection control into their operations because giving their patients the greatest care possible is their standard. Recognize and reward the teams that use best practices. Then, use their success to inspire others and embed a culture where accountability isn’t just expected. It’s celebrated.

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A Hidden Indicator of Employee Burnout

If well-trained teams are still failing waterline tests, it’s often a red flag for deeper operational issues like understaffing, burnout, or lack of support. This reflects breakdowns in communication, resources, or trust between staff and leadership.

“Most issues turn out to be workflow inefficiencies requiring coaching or protocol tweaks. But when real resource gaps arise, it’s critical to escalate and engage leadership to find solutions,” Flowers emphasizes.

Use low pass rates as a trigger to reassess staffing, redistribute duties, and provide targeted support before small cracks become big problems.

Compliance as a Strategy, Not a Scramble

By adopting the most rigorous, yet reasonable, waterline testing protocols across all states, organizations can create a consistent standard of care and sustainable compliance culture.

“This approach not only mitigates risk but also positions the organization ahead of regulatory changes, ensuring readiness and reinforcing our commitment to patient safety and compliance,” Flowers says.

But protocols alone don’t cut it.

“For any system to succeed, it must be fully integrated into daily workflows, routinely measured, and supported by clear accountability,” Flowers adds.

That’s where deeper, more informative testing can make the difference. Equipping teams with the knowledge to understand what their results mean allows them to take ownership of the process.

“Our mail-in tests include additional water quality metrics that not only help us understand why a sample may have failed but also empower dental team members to identify their own protocol gaps. We are the only lab in the industry to include these extended metrics in every mail-in test, demonstrating our commitment to being comprehensive—one of our core values,” Niederschulte says.

Without this level of integration and insight, compliance becomes a scramble, not a strategy. The best DSOs embed waterline management into the daily routine, track it relentlessly, and use detailed data to prevent failures before they happen.

“Embedding waterline results into dashboards, onboarding, and incentives creates a system-wide feedback loop that builds trust with patients, investors, and regulators.”

Benchmarking That Drives Results

Waterline compliance data isn’t just numbers. It’s a spotlight on which offices are excelling and which need help. By centralizing test results, DSOs can benchmark performance (and check compliance culture) across locations, identify top performers, and replicate their success.

“In addition to our online reporting hub, we curate customized reporting for DSOs, allowing them to view their test data in a variety of ways that can be leveraged for insights into their different locations and collective performance as an organization,” Niederschulte says.

The best teams pass on the first try, no hand-holding required. Their secret? Simple, consistent habits like daily maintenance logs, visual checklists, and operatory signage.

When shared through coaching, newsletters, or onboarding, these practices fuel a culture of compliance and improvement. This isn’t just about tracking—it’s about setting the pace.

Lead the Charge or Get Left Behind

When waterline safety becomes a core KPI, DSOs don’t just check boxes. They drive real, measurable excellence.

“Two factors consistently drive reliable waterline outcomes: first, standardized protocols tailored to the organization and second, ensuring teams understand the why behind waterline management through meaningful education. When both are in place, we routinely see offices jump from the industry average of around 70% pass rates to exceeding 95%,” Niederschulte explains.

Waterline safety isn’t a checkbox—it’s a competitive advantage. For DSOs, every test is more than a compliance measure; it’s proof of operational discipline, staff readiness, and patient-centric leadership.

The groups that test, not just treat, demonstrate to patients, regulators, and investors that they put safety and accountability first. Those are the DSOs that will earn trust, scale with confidence, and lead the industry forward. The challenge is simple: Use waterline testing as your gauge. It won’t just tell you if your water is safe—it will tell you if your organization is built to win.

Sources:

Ross, Erin. “Infection Outbreak Shines Light on Water Risks at Dentists Offices.” NPR, Average Top-Performing DSOs September 30, 2016.

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AI At Scale

10/22/2025

4 min. to read

How Dentistry Is Leading the Enterprise Revolution

AI in healthcare often lives in theory. In dentistry, it’s already in daily practice. More than 50,000 providers and eight of the top ten largest DSOs in North America use VideaAI by VideaHealth, shifting the conversation from potential to performance. Heartland Dental, for example, adopted the platform across 1,500 supported locations in just 10 weeks, proving that AI can scale seamlessly across enterprise operations, deliver consistent clinical support, and strengthen patient trust. For DSO leaders, dentistry shows what it looks like when AI becomes standard care rather than a pilot program.

Heartland Dental: Enterprise Proof in Action

Heartland Dental, the largest DSO in the U.S., became the proving ground for AI at scale. Within weeks, the platform was not only rolled out but also embraced. With adoption across nearly every supported practice, VideaAI quickly became part of the clinical workflow rather than an added step.

Dr. Seth Gibree, Senior Director of Clinical AI and Innovation, underscores the impact, “When integrated with clinician expertise, AI diagnostics provide valuable assistance, helping dentists detect issues earlier and enabling less invasive care that enhances patients’ well-being and promotes overall long-term health.”

For multi-site leaders, Heartland’s experience signals something bigger: AI is not a side tool—it’s an operational backbone that scales without compromise.

Scale That Moves Markets: VideaAI powers more than 50,000 providers and eight of the top ten largest DSOs in North America, proving that AI can operate at full enterprise scale, embedded into every workflow.
Rapid Adoption: Heartland achieved 95%+ user adoption in just 10 weeks, showing that clinicians adopt and trust AI when it delivers real value.
Results You Can Measure: Improved treatment acceptance, stronger patient trust, fewer missed diagnoses, and reduced administrative burden demonstrate measurable impact.

These enterprise wins aren’t just numbers; they play out at the chairside every day. Dr. Tim Quirt, SVP of Clinical Operations, explains, “Our supported clinicians use VideaAI every day to detect details even the most observant human could miss, while retaining complete control of treatment planning.”

Operational Impact That Scales

The benefits of AI extend far beyond individual patient encounters. Nearly 60% of patients say they feel more confident in their dentist when AI tools are used. These measurable outcomes translate into fewer missed diagnoses, better clinical results, and reduced costs associated with delayed or complex treatments.

AI also tackles the persistent staffing crunch. In early 2024, nearly 40% of private dental practices were actively recruiting assistants, with most describing the process as augment human capacity, democratize data, and reduce clinician burnout.

By 2027, Gartner projects that AI will cut clinical documentation time in half, amplifying efficiency without proportional increases in staffing. For dental organizations, this goes beyond a point solution and marks a full-scale operational shift that delivers measurable results across the enterprise.

Policy and Payment Momentum

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Dentistry’s AI adoption also reflects a larger policy trend: incentivizing prevention. Regulators and payers are encouraging early detection to reduce downstream costs, and dental practices with AI-driven diagnostics are well positioned under these value-based care models. Dentistry is also emerging as a test case for AI transparency and accountability, helping set standards for how patients experience AI across healthcare. For example, insurers are beginning to reimburse claims supported by AI findings, while professional associations are piloting guidelines that ensure patients understand when AI is used in their care.

AI has moved from pilot programs to a standard for care.

– Florian Hillen

What to Look for in a Dental AI Platform

As practices explore AI solutions, it’s clear that not all platforms are created equal. The most effective tools are FDA-cleared, clinically validated, and built to meet the highest standards of compliance and data privacy. They are seamlessly integrated into existing workflows and designed with patient trust in mind. They provide intuitive visuals for communication, robust reporting at every level, and proven scalability across enterprise DSOs.

Choosing the right partner means selecting a solution that elevates both clinical precision and the patient experience, without introducing new barriers.

Dentistry: A Blueprint for Healthcare AI

The story of dental AI isn’t just about better X-rays—it’s about building trust, supporting clinicians, and making preventive care the norm. Dentistry is already doing what the rest of healthcare is still debating: proving AI works at enterprise scale.

If AI can transform one of the most anxiety-filled visits in healthcare into a moment of clarity and confidence, it’s not hard to imagine how this model could reshape medicine more broadly. The dental chair may well be where healthcare AI proves its true value.

Sources:
The 2025 State of America’s Oral Health and Wellness Report. Delta Dental.

State of the U.S. Healthcare Workforce 2024. Bureau of Health Workforce.

Predicts 2024: Healthcare Delivery, AI’s Proving Grounds. Gartner.

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The Anti-Agency: Forget the Rulebook — Figment Never Read It

08/06/2025

8 min. to read

With roots in fashion and a mindset for disruption, Figment Creative is reshaping what dental branding can be.

In an industry where blue logos and stock smiles dominate, one agency is daring to color outside the lines. Figment Creative, founded in January 2025 by Allison Alexander, a seasoned marketing executive with a background in fashion and retail, is quickly becoming one of the most talked-about creative forces in the dental space—not by following the playbook, but by tossing it out entirely.

From Fashion to Figment: An Unconventional Journey
Allison Alexander didn’t set out to disrupt dental marketing. Her career began in the fashion industry, where she spent over a decade mastering the art of brand identity and visual storytelling in one of the world’s most dynamic and demanding markets. In 2014, after a temporary consulting project with Darby turned into a strategic shift, she pivoted into dental, bringing with her a fresh perspective that challenged the industry’s conservative norms.

“I saw an opportunity to modernize how dental companies present themselves,” Alexander says. “There was so much untapped potential to tell better stories—stories that connect emotionally, not just clinically.”

That vision eventually led her to launch Figment Creative, a full-service agency built on the belief that branding should be bold, strategic, and deeply human. With the support of longtime mentor and Darby Group president Frank Massino, Alexander turned aspiration into action.

Now serving as both Vice President at Darby Group Companies and President of Figment Creative, Alexander has built an agency that reflects her belief in the power of branding to drive real business outcomes.

The Anti-Agency Model
Figment Creative calls itself the “Anti-Agency Agency”—a title that speaks to its lean structure, hands-on approach, and aversion to bureaucracy.

“We’re scrappy and strategic,” says Alexander. “We move fast, think big, and operate as an extension of your team. No fluff, no meaningless jargon, no inflated costs—just thoughtful, effective marketing that cuts through the noise and meets your customers where they are.”

At the heart of Figment’s process is one deceptively simple principle: listening.

“The most powerful part of our process is listening—really listening,” Alexander explains. “Founders and executives are often so immersed in the day-to-day that they miss the most compelling parts of their own stories. Our job is to uncover those overlooked moments, refine them, and build a narrative that resonates.”

That process is deeply collaborative. Clients don’t get passed through layers of account managers. Instead, they work directly with the creative minds behind the work. “We’re not just vendors,” Alexander adds. “We’re partners. Your goals become our goals.”

That philosophy is reflected in everything from brand development and campaign creation to website design, social media, packaging, content, product launches, and consulting. But what truly sets Figment apart is the team behind the work.

The People Behind the Disruption
Chief Marketing Officer Cody Sunderland brings two decades of experience at the intersection of dental marketing and entertainment. Known for orchestrating immersive brand experiences and reimagining messaging for top dental companies, Sunderland’s creative instincts are matched by a deep understanding of audience psychology.

“Cody has this rare ability to turn strategy into spectacle,” says Alexander. “His work doesn’t just communicate—it captivates. That kind of thinking is exactly what the dental industry needs right now.”

Director of Content Marketing Katie O’Doherty’s background spans content development, brand strategy, and social media marketing. She thrives on crafting compelling narratives that engage audiences and drive meaningful connections. As a talented digital storyteller and a newcomer to dental, she brings an outsider’s lens that challenges assumptions and sparks innovation.

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“Katie is that rare Swiss Army knife type of marketer—she has a deep understanding of strategy, but also the skills to execute ideas with precision. She’s a master at bringing client visions to life and a brilliant collaborator,” notes Alexander.

Then there’s Walter Gross, VP of Digital Marketing & Strategy, whose résumé reads like a masterclass in audience engagement. Before joining Figment, Gross spent nearly a decade at Sony Music Entertainment, where he led global CRM strategy and managed campaigns for legendary artists like Bob Dylan and Bruce Springsteen. He pioneered Sony’s first email automation system, launched the D2C brand Sony Music Now, and developed real-time data visualization tools that reshaped how the company approached marketing.

Alexander says, “Walter brings a level of digital sophistication that’s rare in any industry, let alone dental,” says Alexander. “He understands how to build loyalty, scale engagement, and turn data into action.”

Built for Brands That Want More
Figment’s client roster reflects its appeal to brands that are ready to think differently. From startups to established manufacturers, the agency has become a go-to partner for companies looking to elevate their presence and deepen their impact.

“When we set out to find a marketing partner, we weren’t just looking for an agency—we were looking for a team that could grasp the complexity of our mission and match the scale of our ambition,” says Jacob Block, CEO of American Nitrile.

“Figment stood out immediately. Their strategic insight, creative precision, and deep understanding of brand positioning in a crowded market made them the clear choice. Even early in the partnership, it was obvious—they’re not just helping us compete; they’re helping us lead.”

Dr. Edgard El Chaar of NYC Dental Smiles shares a similar experience. Dr. El Chaar leads a group of four practices in Manhattan under the NYC Dental Smiles brand, in addition to two widely acclaimed periodontal practices under his own name. Enis Guri, the group’s Vice President of Operations, attended the Empower & Grow conference this past March and heard Allison speak on branding and consumerism. Intrigued by her approach, she arranged a meeting to explore how Figment could support their growth and evolving brand strategy.

“That first meeting ended with a poignant question,” says Alexander. “Dr. El Chaar asked how many dental practices we’d marketed before. I told him, ‘None—and that’s exactly why you should work with us.’ We weren’t bringing recycled ideas. We were bringing a fresh perspective. He paused, smiled, and said, ‘Fair enough.’”

“When we met the Figment team, it was clear they weren’t offering a templated approach,” says Dr. El Chaar. “They listened closely, asked the right questions, and brought a level of strategic depth that’s rare in this space. Their fresh perspective challenged us in the best way—and that’s exactly what we needed.”

Mentorship: The Power Behind the Vision
That spirit of collaboration extends beyond client relationships. One of Alexander’s most meaningful professional connections—and a future collaborator—is Julieanne O’Connor, co-founder of Influential Dental and bestselling author. The two met through the Women in DSO mentorship program and quickly discovered a shared philosophy around branding, leadership, and authenticity.

“Allison and I connected over the belief that branding is about more than aesthetics—it’s about alignment, purpose, and impact,” says O’Connor. “Figment is a reflection of that belief. It’s what happens when a creative agency stops playing it safe and starts telling stories that stick. Figment understands the nuances of the dental industry but isn’t confined by them—and that’s what makes it so effective.”

Frank Massino, President at Darby Group Companies, has been a trusted mentor and foundational force in Alexander’s professional story for nearly two decades. His encouragement and belief in her vision played a critical role in bringing Figment Creative to life—long before it had a name.

“Allison and I always talked about evolving Darby’s branding beyond its traditional roots to position it as a forward-thinking, ‘cool dental company,’ but executing that vision was another challenge. Many within the company, including ownership, resisted a full-scale rebrand, hesitant to abandon what had worked for decades. Allison and I saw it differently, and I urged her to trust her instincts and push forward. Armed with compelling storyboards and a poignant message, she secured approval for Darby’s first major rebrand in over 70 years.

“Today, we take pride in seeing competitors snap photos of our trade show booth or mirror our marketing. What started as a bold idea has become the industry benchmark.”

A Future Defined by Possibility
In a space that’s long overdue for reinvention, Allison Alexander and Figment Creative are proving that the future of dental branding doesn’t have to look like the past. It can be bold. It can be strategic. And most importantly, it can be unforgettable.

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Safety Starts with Science, Not Assumptions

08/06/2025

4 min. to read

Dental clinics routinely treat their waterlines, confident that their procedures are creating safety for their patients. Yet data show that one in three of those clinics still fails to meet CDC waterline standards.

Notably, the ADA recently revealed only 56% of office resources have a protocol for when there is a failed test. Relying solely on treatment without proper testing and a comprehensive waterline management program can pose a significant risk to both patients and clinicians.

Rising above those abysmal national statistics is AltaMed Dental Services, consistently receiving unprecedented 98% pass rates across 17 clinics. How? Through an innovative collaborative partnership with Agenics Labs which began last fall.

A Powerful Partnership to Ensure Patient Safety
Patient care was at the forefront of the decision. Site Dental Director Dr. Huy Than shares, “At AltaMed, we are committed to ‘Providing Quality Care Without Exception.’ By partnering with Agenics and collaborating with our Infection Prevention team to develop a comprehensive waterline policy, we are actively ensuring the highest standards of safety for our patients. Working with Agenics has been a true collaboration centered on prioritizing patient safety above all else.”

Founded in 1969 as the East LA Barrio Free Clinic, AltaMed has grown into one of the largest independent federally qualified health centers (FQHCs) in the U.S. AltaMed serves more than 500,000 patients annually, with approximately 84% enrolled in Medi-Cal and 74% identifying as Hispanic or Latino. Notably, 50% of their patients live below the federal poverty level, highlighting AltaMed’s role in addressing health disparities in underserved communities.

A shared commitment to patient care grounded in scientific methods forged a powerful partnership.

“We believe that safety starts with science,” Greg Niederschulte, Managing Director at Agenics says. “By combining AltaMed’s commitment to patient care with our consultative approach, we were able to develop a protocol rooted in rigorous analysis and practical implementation that delivers reliability and peace of mind. The results speak for themselves: a waterline safety system with an exceptionally high success rate.”

A Step-by-Step Approach Grounded in Science
Agenics began working with AltaMed in the fall of 2024. The first step was to benchmark the current state of the 17 existing location sites and what they were doing for waterline maintenance. A review of previous water tests and trends was conducted. Several specific test-site locations were selected for an in-depth chemistry analysis of the water.

Agenics then worked with AltaMed to develop a customized waterline protocol, taking into consideration their history, budget, product preferences, and water chemistry. The protocol included source water changes, initial biofilm elimination, routine maintenance and testing, and automated failure remediation procedures.

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Agenics then provided extensive onboarding that included foundational waterline education as well as specific training on AltaMed’s new procedures, ensuring all locations were well-equipped for success.

Even though changes at this level could be daunting, the process was seamless. Darlene Dickens-Jeffers, MSN-Ed, RN, PHN, CIC, Director of
Infection Prevention explains, “The transition process from our prior vendor to Agenics was very smooth. Our team was pleased with how quickly Agenics produced results with the detection of sulfates in our water.” Agenics identified that the sulfates were counteracting the treatment products in use and provided source water recommendations that allowed AltaMed to continue using their preferred treatment products.

Real-Time Test Data Delivery
A key component to mitigating patient risk and minimizing chair downtime is Agenics’ state-of-the-art flow cytometry test RapidCheck™.

“Some of our favorite features and capabilities of RapidCheck™ include that test results are reported almost in real time, with raw data available the next day via email and portal, allowing for immediate clinic-level responses,” says Dr. Than. “A detailed summary report follows, clearly organizing data for approximately 770 waterlines tested quarterly. It breaks down results by region and clinic, highlighting Pass, Caution, and Fail rates.” A customized results report is a complimentary component of Agenics’ testing services for large organizations.

Comprehensive Patient Safety and Expert Support
Simply treating lines every day assures nothing without testing. The only way to make sure a cleaning regimen is working is to actually test the water coming out of the unit.

“While clinical settings may vary in their needs, all are responsible for delivering safe patient care,” Dr. Than says. “Partnering with Agenics, which offers a proven plan and timely, responsive support, enhances our ability to maintain the highest standards of patient safety.”

While many clinics across the country struggle to meet CDC guidelines, AltaMed’s collaboration with Agenics Labs shows what can happen when patient care truly comes first. It is a powerful reminder that treating waterlines is not enough—by testing and verifying, you always keep safety at the center.

For a free consultation, contact Agenics at Agenics.net or phone 719-466-5592.

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Companies

Where Growth Gets Surgical

08/06/2025

8 min. to read

The Pikos Institute: Breaking Barriers in Implant Training
Behind every confident smile restored through advanced implant dentistry lies a story of skill, dedication, and cutting-edge education. The path to mastering complex procedures like full-arch reconstructions is often steep.

Yet, those who pursue advanced training don’t just transform patients’ lives; they also become pivotal drivers of growth within DSOs. In short, they’re equipped to meet the needs of patients and keep revenue in the chair. This isn’t just about individual success—it’s a strategic shift that empowers clinicians to lead, innovate, and elevate care while fueling long-term business performance. That’s where Pikos Institute comes in.

Training That Breaks Barriers
For 35 years, the Pikos Institute has been offering world-class surgical instruction for maxillofacial surgeons, prosthodontists, periodontists, and general dentists, giving DSOs a way to provide continuing education opportunities that fuel their growth.

Access to advanced surgical training is especially critical for women, who make up only 7%-8% of the American Association of Oral and Maxillofacial Surgeons active members. In a specialty where representation still lags, programs like those offered by the Pikos Institute are helping to break barriers— not only by leveling the playing field but by expanding what’s possible for underrepresented clinicians. For DSOs to offer training is not just progressive—it’s strategic, and it changes lives.

“If a DSO is serious about growth and long-term success, advanced implant training is a no-brainer,” says Roe McFarlane, CEO of Modis Advanced Education, strategic backer and supporter of the Pikos Institute. “And investing in women dentists especially is a decision that pays dividends across the board.”

Surgical Implant Dentistry at the Highest Level
McFarlane notes that surgeons and organizations need continuing training on real-world, complex cases. “A lot of dentistry focuses on cosmetic and restorative work—fixing chipped teeth or placing crowns—and that’s important. But at the Pikos Institute,” says McFarlane, “we’re teaching clinicians advanced, complex surgical implant therapies—patients who’ve lost all their teeth and have compromised bone structure. Dr. Pikos and his institute teach how to rebuild and repair their foundation so implants can be placed and give them a life-changing smile. This is advanced surgical dentistry at the highest level. And frankly, very few people in the world are comprehensively teaching the techniques demonstrated by Dr. Pikos and his faculty.”

The Pikos Institute is a global leader in hands-on, clinically grounded training for dentists and surgeons. With more than 7,000 alumni, it’s known for evidence-based instruction in implant dentistry, bone and soft tissue grafting, and full-mouth reconstruction.

What sets the Pikos Institute apart is its immersive, integrated approach, combining didactic learning with live surgery viewings, hands-on practice, and in-depth complication management.

“You’re not just watching a lecture,” explains Pikos Institute faculty member Dr. Nicole Hernandez. “You’re seeing full cases—start to finish—with all the nuance and complexity that come with them.”

The Institute’s curriculum is built from thousands of real cases, decades of documentation, and a relentless commitment to the latest techniques, tools, and materials. “The real differentiator is showing surgical complications,” added Dr. Hernandez. “We get a lot of positive feedback on this area, and it can only come from doing a high volume of cases, which is why Dr. Pikos is so valued.”

Advanced Technology, Superior Outcomes
Unlike fragmented approaches where surgeons, labs, and restorative dentists work in silos, Pikos models a fully integrated system under one roof. “We are very fortunate that we have all of the latest technology and planning software and equipment that allows us to kind of streamline and plan and execute these cases in a much more efficient and comprehensively planned manner to deliver the best care for our patients with the least amount of headache,” says Dr. Hernandez.

She adds, “People who attend take notes not just on the procedures but on everything—the CT scanner, the workflow, the lab protocols. So, in addition to learning in the class, they’re also seeing a whole way of operating that’s very different from what they’re used to.”

Nicole Hernandez, DDS, MD Oral & Maxillofacial Surgeon and Faculty at Pikos Institute

Never Stop Evolving with Lifelong Learning
Dr. Hernandez is a third-generation female dentist who attributes her commitment to patient care to her grandmother, a private practitioner for 35 years. Practicing at Coastal Jaw Surgery in Tampa, Dr. Hernandez focuses on implants, tissue grafting, TMJ disorders, and more. Beyond her surgical expertise, she sees her role as an educator and a lifelong learner, which drew her to join the faculty at the Pikos Institute.

“Education is critical because things are always changing. We’re all trained based on our specific path—whether you’re a periodontist, general dentist, prosthodontist, or oral surgeon. But just because that’s how we were taught doesn’t mean it’s the only, or even the best, way to do something. Continued education broadens your horizon—it gives you exposure to things you may never have encountered before,” Dr. Hernandez states.

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She’s also candid about the importance of sharing the lessons learned from complications. “To say, ‘This didn’t work, and here’s why,’ helps everyone grow. Continuing education is often humbling. You might think you understand something—then someone presents it in a new way and it completely shifts your thinking.”

Dr. Suchie Chawla, DDS, MD Oral & Maxillofacial Surgeon

Vulnerability Is Where Growth Lives
Dr. Suchie Chawla, who recently joined the Institute’s network of over 7,000 alumni trained at the Pikos Institute, agrees that true growth begins beyond your comfort zone.

“I’ve been in practice for 17 years now. The longer you practice, the more hesitant you become about trying unfamiliar techniques. That was soft tissue for me. It’s easier than I thought it would be, but I just needed that extra push.”

Operating out of Manhattan, Dr. Chawla leads a private oral and maxillofacial surgery practice with a wide procedural range—from wisdom teeth to complex reconstructions. Board-certified and dual-degreed in medicine and dentistry, Dr. Chawla embodies the intersection of technical skill and compassionate care.

And she, like Dr. Hernandez, is driven to never stop learning. “When I go to a course, it’s worth it if I walk away with four or five clinical pearls. That’s enough to make a difference in how I practice,” Dr. Chawla states.

Born in Prague and raised across cities like Warsaw, Kathmandu, and New Delhi, Dr. Chawla credits her compassion and strong work ethic to her father, a diplomat in the Indian Foreign Service.

Her journey with the Pikos Institute left a lasting impression. “Dr. Pikos was incredibly approachable. He made you want to ask more questions, to keep learning. And when he didn’t know something, he’d defer to his experienced faculty. That kind of humility in someone so accomplished really stuck with me.”

Reflecting on the importance of visibility and representation in her field, Dr. Chawla states, “There are not that many women role models in surgery today. And I think we need more role models.” For Dr. Chawla, and thousands of Pikos Institute alumni, education is a bridge between potential and excellence, helping to build female role models one practitioner at a time.

Empowering Clinicians to Expand
Their Procedures through Training In a field that demands precision, leadership, and adaptability, the clinicians who thrive are the ones who stay curious, stay humble, and stay committed. The kind of elite, hands-on training at Pikos doesn’t just change careers—it changes the lives of both providers and patients.

And when clinicians bring that level of expertise back to their organizations, they become key drivers of innovation, patient satisfaction, and sustainable growth within DSOs.

Because in the end, the best clinicians aren’t the ones who know it all—they’re the ones who never stop learning.

Ready to Lead the Future of Surgical Dentistry?
For clinicians wishing to learn sound concepts of surgical-based implantology, the beginner-level course Mastering Implant Dentistry Fundamentals consists of four 3-day Modules (108 hours), each of which will include clinically relevant and evidence-based interactive lecture discussion, live surgery, and two half-day hands-on workshops.

Explore all upcoming courses at PikosInstitute.com and join a global community of empowered clinicians reshaping the standard of surgical implant care.

$20K

Scholarship Opportunity

Pikos Institute and WinDSO are thrilled to partner on a scholarship opportunity created to uplift and empower women in dentistry. Open only to WinDSO members, two full scholarships valued up to $20,000 will be awarded to attend any Pikos Institute course.

“Our mission is to provide world-class continuing education that advances clinical excellence. Through this scholarship, we are investing in the future of women in dental leadership,” says Roe J. McFarlane, CEO of Modis Advanced Education, strategic backer and supporter of the Pikos Institute.

Key Details:

Two scholarships available
Open to dentists, specialists, hygienists, students, recent graduates
Scholarship can be used toward any Pikos Institute live course (up to $20,000 value)
Courses include oral surgery, implantology, and practice management
Apply by December 31, 2025
Winners are chosen based on their passion and commitment to dentistry communicated in the application
Winners announced at WinDSO Empower & Grow Conference 2026
Travel and hotel expenses not included

Apply for the scholarship for a chance to enhance your clinical skills with top-tier CE training. Application and all details are at: pikosinstitute.com/pikos-institute-windso-scholarship

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Companies

Empowering DSOs

03/06/2025

7 min. to read

Driving Growth & Innovation with Darby

Procurement reports and staffing dashboards are essential decision-making tools for any growing dental support organization (DSO). They help identify gaps, reduce inefficiencies, and unlock growth opportunities. Darby Dental excels in this space by acting as a steadfast partner for DSOs, bringing proven solutions and personalized support to the forefront. Whether the goal is to refine operational workflows, meet evolving patient expectations, or leverage data to optimize costs, Darby provides innovative, tailored solutions that empower DSOs to achieve sustainable success.

Traditionally, the growth strategies of DSOs have centered on mergers and acquisitions. The pace of merger and acquisition activity has slowed due to recent market shifts, causing DSOs to shift their focus towards same-store growth.

“The trend we’re seeing now is a greater emphasis on profitability and efficiency within existing locations,” said Andrea Hight, Director, Strategic Accounts/DSOs at Darby. “This shift has created an opportunity for us to introduce solutions that directly impact operational performance and drive sustainable growth.”

For example, Children’s Surgical Centers is a network of ambulatory surgery centers with a mission to serve underserved children and individuals with special needs. Facing the challenge of scaling operations while maintaining affordable and accessible care, they turned to Darby. Using Darby’s procurement best practices, Children’s Surgical Centers consolidated purchasing processes, optimized inventory, and significantly reduced costs.

“Working with Darby has made life so easy,” says James Walters, VP of Operations at Children’s Surgical Centers. “My supply costs were cut down substantially. Plus, I have everything I need on a convenient list that Darby provides — eliminating the time and energy it takes to track down the right products and prices. We were able to get top-of-the-line products that have led to happier doctors and happier patients.”

Debbie Kessler, Darby’s Director of Strategic Accounts for DSOs, collaborated closely with James Walters and the Children’s Surgical Centers team, delivering cost-effective solutions that aligned with their specific needs. She was instrumental in helping them identify the right products — at the right price — so they could spend more time focusing on their mission.

Now, Children’s Surgical Centers can better focus on filling a nationwide gap in coverage for those who need access to dental procedures under general anesthesia far more urgently than extensive hospital wait times can accommodate.

Darby’s unique ability to provide innovative tools with tailored, hand son support ensures DSOs can optimize operations while dedicating more resources to their core missions. By enabling DSOs to simplify operations and allocate resources more effectively, Darby ensures their partners can prioritize their core mission: delivering exceptional patient care.

Enhancing Procurement

Centralized Processes:
Simplify purchasing across
multiple locations.

Cost Optimization:
Reduce supply costs with
bulk purchasing and
streamlined inventory.

Tailored Tools:
Customized procurement
dashboards for real-time
insights.

Darby uses advanced analytics to uncover opportunities for improvement. The company’s industry-leading AI-driven tools evaluate spend data interactively, helping DSOs identify best practices and pinpoint areas for improvement.

“We don’t just look at pricing,” explains Scott Walsh, Vice President, Sales at Darby. “We analyze product mix, duplication, inventory management, and even private-label adoption to create holistic strategies tailored to each DSO.”

This approach played a pivotal role in helping one large DSO struggling with high supply costs. Using Darby’s analytics tools, the team uncovered inefficiencies like product duplication and non-standardized purchasing.

The DSO significantly reduced costs and improved scalability by implementing changes such as streamlined inventory management and cost-effective private-label products, realizing financial and operational benefits that aligned with its growth strategy.

As operational efficiencies are crucial for DSOs to thrive, addressing workforce and equipment maintenance challenges has become equally vital. The dental industry’s staffing shortages as well as availability of equipment repair technicians have posed significant challenges for DSOs nationwide. Darby has solutions for both.

Darby Dispatch is the innovative approach to comprehensive, technology-driven access to essential equipment repairs, capital inventory management, regulatory compliance, and data to support expansion and EBITDA demands.

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Darby’s partnership with onDiem offers a proactive solution for its DSOs by connecting practices with pre-vetted dental professionals and simplifying onboarding processes.

“It’s about more than just filling a position. It’s about finding the right fit and alleviating administrative burdens so DSOs can focus on growth,” shares Scott.

The onDiem platform offers comprehensive services, handling everything from payroll taxes to ensuring compliance with state and federal laws. By centralizing staffing needs and reducing the complexities associated with hiring, onDiem allows DSOs to maintain staffing levels without administrative strain.

Additionally, quickly onboarding temporary and permanent staff has helped many DSOs bridge staffing gaps during peak times or unexpected absences, ensuring that patient care remains uninterrupted. onDiem’s combination of efficiency and reliability exemplifies Darby’s commitment to empowering its partners with practical, high-impact solutions.

Beyond procurement and staffing, Darby provides DSOs with a comprehensive suite of services designed to drive efficiency and scalability. From IT integration to subscription management platforms, Darby’s offerings align with the evolving needs of tomorrow’s DSOs.

Tools for Growth

Method Procurement – amplifies savings and provides purchasing transparency through one modern dental spend management platform.

TechForce – delivers tailormade, dental-specific and HIPAA compliant technology solutions fromdesktop support to network security, and everything in between.

Dispatch – provides cutting-edge software solutions and equipment repair services to minimize downtime, ensure compliance, and improve operational efficiency.

onDiem – connects practices with temporary and long-term dental hygienists, assistants, and front office professionals2through an on-demand staffing platform and proprietary onboarding process.

Subscribili – allows dental practices to increase access to care, strengthen their customer base, and improve patient outcomes.

Darby TechForce, for example, provides tailored cybersecurity and IT solutions. TechForce seamlessly integrates with hardware and software while protecting patient data. As DSOs expand, this offering is especially valuable as robust IT infrastructures are required to connect multiple locations securely and efficiently. With automated monitoring, system backups, compliance-driven support, and more, TechForce empowers DSOs to focus on operational excellence without worrying about IT disruptions.

Subscribili is another Darby offering that allows DSOs to implement in-house subscription plans, boosting patient retention and generating recurring revenue streams. Patients on these plans are 25% more likely to return for care and three times more likely to accept treatment. This tool improves financial stability and enhances patient satisfaction, making it a win-win for the organization and its patients.

Combined, these solutions reflect Darby’s commitment to understanding its clients’ challenges and delivering tools that enhance operational efficiency while fostering long-term growth. Darby is a tremendous partner for DSOs as it anticipates industry trends and remains responsive to DSO needs.

Working with Darby has made life so easy. My supply costs were cut down substantially. Plus, I have everything I need on a convenient list that Darby provides.

– by JAMES WALTERS, VP OF OPERATIONS CHILDREN’S SURGICAL CENTERS

By combining cutting-edge technology with personalized service, Darby empowers DSOs to overcome challenges and capitalize on growth opportunities.

“As they scale, DSOs face unique challenges that require innovative solutions. Vendors have a critical opportunity to act as strategic partners in overcoming these obstacles — the top three being recruiting and retaining skilled dental professionals, navigating regulatory compliance, and adapting to changing patient expectations,” says Kim McCrady, RDH, of Signature Dental Partners.

Darby’s unwavering commitment to empowering DSOs through innovative solutions and personalized support underscores their value as a true partner in navigating these challenges.

Top DSO
Challenges

Staffing Shortages: Addressed
with onDiem’s simplified
staffing solutions.

Rising Costs: Tackled with
AI-driven analytics and cost-saving
private-label products.

Regulatory Compliance:
Supported by tailored IT and
HR solutions.

“Darby’s commitment to
solving these challenges
ensures DSOs remain
focused on their mission of
exceptional patient care.”

– KIM MCCRADY, RDH
CHIEF STRATEGY OFFICER
SIGNATURE DENTAL PARTNERS

“By addressing these key challenges, vendors can position themselves as indispensable allies to DSOs, helping them improve operational efficiency, patient care, and overall success,” Kim adds.

Darby addresses immediate challenges while actively supporting long-term growth strategies.

Beyond serving merely as a vendor and viewing themselves as a true partner ensures its commitment to maximizing impact for growing DSOs.

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Leaders

Leading Change

03/06/2025

6 min. to read

With a unique background in healthcare and medical technology, Kristin Dietzler takes on her role as president of Patterson Dental with a clear vision and the drive to deliver transformative change. Having recently stepped into her position, her insights and aspirations reflect her unique background.

Kristin has deep Midwestern roots and values. Born and raised in Minnesota, she began her career in the state working as a sales representative for a small medical device firm. She was quickly promoted to regional management, then national account management, and ultimately executive leadership roles. She has held positions such as zone vice president and vice president of sales. Later, Kristin worked for Carestream — not in its dental division but in medical imaging — where she ran operations for the Americas.

Patterson’s mission aligned perfectly with Kristin’s background, offering her the chance to leverage her expertise to address the complexities of dentistry.

As Patterson prides itself on having a multi-segment approach to the dental market, bringing technology and business services to the different customers they serve, from single location to multi-location organizations of all sizes, they are also excited to utilize Kristen’s vast experience leading multi-faceted sales organizations.

Reflecting on her approach to leadership, Kristin says, “The people around me are the most important thing when you’re driving a business. Trust and collaboration with the team are crucial.”

“Trust and collaboration are the cornerstones of effective leadership”

Her vision for Patterson centers on this principle: fostering collaboration and building meaningful relationships within the team to drive the company forward.

In her first weeks at Patterson, Kristin met with over 30 customers in person and spent time in the field with technicians and sales representatives. This hands-on approach was more than just an introduction — it was her way of uncovering both the challenges and the opportunities directly from the source.

“I’m very inquisitive,” she explains.

“I’m asking questions to understand where there are opportunities for improvement.”

This focus on understanding has already begun shaping her leadership strategy at Patterson.

Kristin’s early interactions revealed a strong desire for change within the industry.

“I’ve been humbled by how much people want to embrace change,” she says.

“They all see there’s a need for it, but nobody quite knows how to get there yet. The greatest part is that everybody wants to participate and provide ideas. It’s so encouraging and energizing.”

Kristin’s experience in healthcare gives her a refreshing perspective on the dental industry’s current state. She is able to see clear
opportunities to help Patterson bridge the gap between dentistry and other industries. She is determined to position Patterson as a leader in driving these advancements.

Kristin envisions Patterson as a driving force in streamlining operations to help private practices and DSOs build, grow, optimize, and sustain their practices. By tackling challenges like hiring and training staff and navigating reimbursement complexities, she believes the company can equip dentists with the resources they need to focus entirely on their patients and deliver the exceptional care possible.

Patterson is proud to partner with teams to offer guidance and support on how to improve productivity and efficiencies with an eye towards improving overall operations. “We want to streamline a lot of back-office components to help teams and DSO’s thrive,” she explains.

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While Patterson has traditionally been a distributor, she envisions the company expanding its portfolio to include innovative tools and
services that address broader industry needs. Their role is to deliver trusted expertise and unrivaled support, transcending products and pricing.

“We are curating a portfolio of innovative products that tell a whole story.”

Kristin Dietzler
President of Patterson Dental

Kristin is determined to elevate Patterson’s offerings with innovations that redefine patient care. One standout example is the Solea All-Tissue Laser by Convergent Dental, a cutting-edge technology designed for anesthesia-, blood-, and pain-free procedures in hard and soft tissue. Solea elevates the patient experience for all ages and also provides practices opportunities to expand into new procedures. By introducing advanced technologies such as this, she aims not just to improve care but to revolutionize how dentists approach their practice, ensuring patients experience better and more effective treatments.

“We want to partner with DSO leaders by showing them solutions to improve their lives, their practices and their patients’ lives — we will provide tools that modernize what they are already doing.”

She also sees potential for Patterson to play a role in addressing some of the dental industry’s most pressing challenges, such as the shortage of hygienists and the need for greater public understanding of oral health’s impact on overall health.

“Even if the percentage of people in the U.S. regularly seeing a dentist rises from 40% to 60%, we still wouldn’t have enough people to meet that demand,” she explains. “How do we get more people involved in this crucial industry to supply necessary care?”

To get there, Kristin believes trust and collaboration are the cornerstones of effective leadership, and it is how she’s building her team. She wants her team to feel empowered to take calculated risks, deliver bold solutions, and encourage innovation to advance the dental industry.

This openness to experimentation has already sparked conversations with manufacturers about new approaches to address shared challenges.

“When you have that type of open conversation with people as a leader, there is no limit,” she remarks.

Kristin is setting an ambitious course for Patterson, driving a new go-to-market strategy that sharpens its competitive edge. She is assembling specialized teams to deliver tailored support for dentists and harnessing the power of data and artificial intelligence to revolutionize decision-making across the organization and in the dental industry.

Kristin’s approach to leadership reflects her drive to inspire others and make a tangible impact. In particular, for women and aspiring leaders, she emphasizes the importance of seizing opportunities without waiting for everything to be perfectly in place. Be ready to try new things and stretch ourselves.

“Years ago, I had a job opening for a VP of marketing, I knew exactly who I wanted for the job,” she recalls.

“But that person didn’t apply because she didn’t think she met every requirement. So, I walked down to her office and said, ‘Why aren’t you applying?’”

“No one gets a job and knows everything about it. That’s not how it works,” she says. “You learn in jobs. Anytime you can do something outside your comfort zone to get exposure and experience, do it.”

Kristin encourages others to take on challenges outside their comfort zones and seek mentorship and growth opportunities.

As Kristin settles into her role at Patterson, her vision and determination are evident. She is on the ground, embracing the opportunities and challenges ahead. Her hands-on approach, forward-thinking vision, and focus on collaboration position her to drive meaningful change at Patterson, for DSOs, and in the dental industry at large.

“At the end of the day, my strongest motivation is to see the people around me succeed. I love a team that sees the vision and knows exactly what we’re doing and why we’re doing it. That’s how you build success.”

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Products

AI Insights
from Planet DDS

10/17/2024

5 min. to read

Artificial intelligence (AI) has undeniably surged into nearly every industry, and dentistry is no exception. What was once the realm of science fiction is now a practical reality transforming how we work. We spoke with Beth Gaddis, Editor in Chief at Planet DDS, to get her unique take on how AI is being used in dentistry followed by a real-world case study showcasing how AI services from Planet DDS can have an impact on your practice.

Beth Gaddis

Editor in Chief, Planet DDS

What do you see as the top applications of AI in dentistry today? Two years from now?
“There are so many exciting AI applications available in dentistry right now, including AI-generated annotations for X-rays, which help doctors diagnose and help patients better visualize where they have cavities, abscesses, and bone loss. Planet DDS, for example, embeds AI into its X-ray software, Apteryx. The annotated X-rays can then be accessed from within the Denticon practice management system and attached to claims as supporting documentation. DentalXChange, which is fully integrated in several practice management systems, including Denticon and Cloud 9, uses artificial intelligence to confirm patient benefit eligibility, which reduces the need for time-consuming phone calls. AI can also help save time with patient communications. Denticon incorporates generative AI technology in patient emails, giving end-users the ability to generate unique images and messaging. New AI innovations include large language models (LLM). Many people are familiar with ChatGPT and other LLM products. In dentistry, authorized team members will be able to type in a request for data such as the number of crowns that have been treatment planned versus completed, including the corresponding revenue, and the practice management system will use natural language processing, structured data sets, and semantic data models to generate accurate results.”

What are the biggest benefits to AI in dentistry that too many are missing out on?
“AI technology increases efficiency, standardization, quality control, and job satisfaction. For example, AI can help introduce objectivity when it comes to diagnosing the presence of periodontal disease. AI automates the measurement of mesial and distal bone levels from the CEJ to the crest of bone, eliminating subjectivity in diagnosis. The findings help to validate the need for additional procedures such scaling and root planning and ensure team members are aligned.

What is the next big thing coming as it relates to AI?
“The future will move beyond simply analyzing data. Imagine AI-powered systems that not only flag potential issues but also suggest treatment options for the provider to consider, predict patient acceptance rates, and optimize scheduling and resource management based on real-time data. For example, connecting medical and dental databases would allow doctors to predict more accurately who might be at high risk of diabetes or heart disease based on the presence of periodontal disease. AI algorithms would analyze behavioral data, procedure data, and financial data such as the cost of services and whether the patient has pre-approved financing, and then predict the likelihood the patient will show up for their appointment. Planet DDS is developing computer vision models to read unstructured data such as insurance cards and clinical progress notes. Predictive analytics will make revenue cycle management so much easier, because AI will help predict which claims will get paid and which may get rejected.”

How should practices evaluate which AI services/providers are best for them?
“First, identify what you want the AI solution to accomplish. How will you measure if it’s meeting your needs? Is it saving you time? Saving you money? Generating additional revenue? Elevating patient care? Reducing stress or staff turnover? Then, ask the company for examples of how it’s helped other dental groups your size. They should be able to provide customer testimonials, case studies, and other resources.”

What are the biggest challenges for AI solution providers? What are you doing about it?
“One of the biggest challenges for AI solution providers in the dental industry is proving a clear return on investment (ROI) for practices. AI can be a significant investment, and dental professionals need to see tangible benefits in terms of efficiency, patient outcomes, and financial performance. At Planet DDS, we’re addressing this challenge by focusing on how AI can deliver measurable ROI through our DentalOS platform. It is designed to optimize the integration of AI into practice workflows, ensuring that AI-driven tools enhance productivity, reduce operational costs, and improve clinical accuracy. With this platform, we can provide one source of truth for the data via the practice management system. Typically, companies have to spend significant amounts of money and resources to ‘clean’ the data and prepare it for importing. We remove that obstacle.”

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Case Study

CaliDental

Situation:
CaliDental, a multi-location DSO with nine offices, sought to provide consistent patient care and experience across all locations. Prior to adopting AI in 2023, the group had transitioned from a server-based practice management and imaging solution to a cloud-based platform, which was better suited for managing patient information centrally. This move was essential to delivering efficient, high-quality care, and adopting AI became the logical next step.

Task and Approach:
To standardize X-ray analysis and support treatment planning, CaliDental implemented the Apteryx AI imaging solution.

Results:
This technology led to a 10% increase in production, boosted confidence among younger doctors, and enhanced both patient care and satisfaction. It also contributed to greater job satisfaction among the team.

The introduction of AI-annotated images has also been positively received by CaliDental’s patients, shared Randa Seif, COO of CaliDental. AI demystifies X-rays, allowing patients to better understand what’s happening in their mouth and see how the issues can be addressed early. “Patients are seeing something they’ve never seen before—they can see that there’s an area on the X-ray that has a cavity and needs attention. Ultimately, they feel more confident in accepting treatment”

Learn more about what Planet DDS can do for you.

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Products

Insights from an AI Pioneer

10/17/2024

6 min. to read

Artificial intelligence (AI) has emerged as a pivotal force across industries, and dentistry is no exception. As AI tools continue to mature, their practical application is transforming patient care, operational workflows, and overall practice management. To understand the true impact of this transformation, we turn to Srivatsan Laxman, a leading AI subject matter expert whose company has implemented groundbreaking AI technologies in dental care. In this article, we get his insight, as well as a real-world case study showcasing how AI can revolutionize the dental field when used thoughtfully and strategically.

Srivatsan Laxman

CEO, TrueLark

What do you see as the top applications of AI in dentistry today? Two years from now?
“Today: AI-powered dental image analysis, pathology detection and clinical decision support. AI-powered patient communication such as automated chat and SMS text-based patient support and lead conversion. In two years from now, it will be automated voice receptionists at the dental office that can handle both inbound and outbound communication tasks and full life cycle marketing automation including identifying targets, content development, and lead engagement and conversion. I also see actionable practice analytics over diverse data sources such as patient records, communications logs and imaging data.”

What are the biggest benefits to AI in dentistry that too many are missing out on?
“A reduction in labor costs. With the persistent labor shortages in the dental industry, finding and retaining qualified staff has become increasingly challenging and expensive. AI automates a high percentage of routine tasks, allowing practices to operate with fewer employees while maintaining or even improving service quality. This not only cuts costs but also allows staff to focus on more complex tasks, enhancing overall productivity. Patients today expect round-the-clock access to appointment booking and communication. With AI, practices can offer after-hours service without the need for additional staffing. AI provides actionable insights that help optimize operations, refine patient interactions, and ultimately improve retention, making AI a powerful tool for both patient experience and practice growth.”

What is the next big thing coming as it relates to AI?
“Multi-modal AI refers to AI systems that can process and integrate different types of input—such as text, voice, images, and data—into a unified experience. In a dental practice, this could mean an AI system that analyzes imaging, clinical data, and patient records simultaneously to provide more accurate diagnoses or treatment plans. Multi-agent AI takes it a step further by enabling different AI systems to collaborate on various tasks. One AI agent might focus on clinical decision-making, while another handles administrative tasks like inventory management or billing. These agents can communicate and share data, creating an integrated system that streamlines both operational and clinical workflows. This level of coordination can significantly enhance efficiency and improve overall patient care in ways that isolated AI tools cannot. As these multi-modal and multi-agent systems continue to evolve, they will open up new possibilities for dental practices, enabling smarter decision-making, better resource management, and more personalized care throughout the entire patient journey.”

Should smaller practices be pursuing AI any differently than larger group practices?
“Both small and large practices can benefit from AI, but the implementation approach may differ based on the practice’s size and complexity. Smaller practices typically have fewer systems to integrate, so they can quickly adopt AI to automate tasks like appointment scheduling and patient communications without much difficulty. This allows them to streamline operations and focus more on patient care. For large multi-practice organizations that operate call centers, AI can also enhance efficiency by handling a significant volume of routine calls and booking requests, freeing up staff to focus on more complex issues. Whether for a single practice or a large DSO, the key is to leverage AI’s flexibility and scalability to meet specific operational needs, ensuring consistent and efficient patient care across all locations.”

How should practices evaluate which AI services/providers are best for them?
“When evaluating AI services and providers, it’s crucial to look beyond the surface features and ask the right questions to ensure you’re choosing a solution that truly meets your needs. First, consider what problems you are trying to solve. Next, consider how the AI solution integrates with your existing practice management systems. A robust AI platform will seamlessly connect with your current tech stack, ensuring smooth operations without disrupting your workflow. Cost is another important factor. Be sure to evaluate not just the initial implementation cost, but also the ongoing expenses. The provider’s reputation and experience in the dental industry are also key. Look for a provider with a proven track record and deep industry knowledge. Finally, ensure that the provider offers ongoing support and training.”

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What are the biggest challenges for AI solution providers?
“First, integration with existing dental software. Dental practices often use a variety of practice management systems (PMS) and messaging platforms, and seamless integration is crucial for the effective use of AI. TrueLark is deeply integrated with a wide range of PMS and messaging software, allowing our AI solution to work smoothly within a practice’s existing tech environment. We are also continually adding new integrations and are committed to maintaining an open developer environment to ensure our solution can adapt to the evolving needs of dental practices. Second, user adoption. User adoption is another significant challenge. Many dental professionals are still hesitant about using AI, especially when it comes to patient communications. To address this, TrueLark focuses on educating both front desk teams and executives about the benefits of AI and provides comprehensive training to help them understand how the technology can enhance their workflows.”

Case Study

SGA Dental Partners

Situation:
SGA Dental Partners faced challenges with missed
calls and lost leads, hindering their ability to efficiently manage patient communication, maximize revenue and scale quickly.

Task and Approach:
To address these challenges, SGA Dental Partners added TrueLark’s AI-powered patient communication solution. The platform answers 100% of patient calls and webchat inquiries, resolving the majority without requiring staff intervention. Patients can book, reschedule, cancel and get answers to questions while engaging in remarkably human-like conversations with TrueLark’s patented artificial intelligence. The solution integrates with PMS and messaging systems, keeping scheduling calendars updated in real-time.

Results:

Increased appointments: To date, SGA Dental Partners has booked over 13.4K appointments through TrueLark.
Improved efficiency: TrueLark has automated 106K conversations, with 62% requiring no staff intervention.
New patients: Within the first four months, SGA Dental Partners added over 900 new patients via TrueLark.

In today’s competitive market, effective patient communication and 24/7 self-service booking are essential for DSOs to thrive. TrueLark sets the gold standard in AI-driven patient communication, offering end-to-end call management and unparalleled automation. With the platform’s ability to enhance efficiency, reduce costs, and elevate patient satisfaction, DSOs can streamline their operations while improving the overall patient experience. By investing in AI solutions like TrueLark, DSOs can unlock new opportunities for growth and profitability, positioning themselves for long-term success.

Learn more about what TrueLark can do for you.

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