Markets & Enterprise

The System Is Broken, Not Your Staff

02/27/2026

7 min. to read

by Marcus Bertilson

Chief Operations Officer, Weave

A Strategic AI Fix for the Dental Front Office

Dental organizations are not facing a staffing problem—they are facing a systems problem. Rising labor costs, fragmented technology, and escalating patient expectations have pushed the traditional front-office model beyond its limits. The next phase of DSO performance is not defined by hiring more people, but by redesigning how work gets done.

Here, we’ll explore the three reasons why your solution is implementing a modern dental front-office AI platform that helps streamline operations, capture more revenue, and deliver an exceptional patient experience across your DSO enterprise.

The High Costs of Static Staffing

According to Dental Protection, nearly two-thirds (63%) of dental professionals report frequent feelings of burnout and exhaustion. If daily administrative tasks stretch your front-office staff to their limits, practices are at increased risk of costly errors, service oversights, and even employee turnover. And what does this mean for peak times and seasons when performance pressures hit overload?

Quantifiable Opportunity Loss: Dental practices miss one out of every three calls during business hours, notes an article in Group Dentistry Now, with 65% of those being potential new patients.
Loss of Patients to Competitors: When there’s no system to capture missed or after-hours demand, callers may contact competing practices with the capacity to accommodate them.
Negative Customer Experience: Consider how patients’ perception of long wait times and distracted in-person service at the front desk may negatively impact their confidence and trust in the practice.

It may appear that adding headcount is the best (or only) answer to ringing phones and lines of patients at the front desk. But take into account the principle of diminishing returns—productivity will yield to inefficiency quickly if existing technology and workflow issues aren’t addressed. Process bottlenecks will continue to slow everybody down and potentially become more pervasive. They’ll also thwart opportunities to attract, serve, and retain patients.

Altogether, a front office that isn’t running optimally can’t be expected to support growth. And adding more people isn’t guaranteed to impact productivity and profitability metrics that matter to scaling DSOs.

The Systems Fix: A comprehensive AI-powered front-office platform will arm your DSO’s practices with 24/7 call and scheduling support functionality that’s inherently scalable—and always there for patients when they need them:

AI receptionists capture and qualify patient demand 24/7; convert missed calls into scheduled revenue.
AI assistants/co-pilots automatically transcribe voicemails and compose first-draft emails, prioritizing high-importance messages.
AI sentiment analysis tools provide real-time insights into patient sentiment and call intent so that when staff take a call, their interaction is targeted, proactive, and genuinely empathetic.

These capabilities help eliminate administrative overhead, enhance the patient journey, and drive revenue. They also directly benefit staff members, who are free to spend more quality time on higher-value patient interactions.

Fragmented Technology Impacts Performance

The front-office tech stack in many practices has become a patchwork of individual “point solutions” for marketing, scheduling, insurance verification, and reputation management that rarely communicate with one another. While these tools are intended to help, their disparate systems create data silos and disjointed workflows. Staff pays the price, jumping between multiple applications and manually entering data and reconciling information.

Aside from piling more work onto your staff’s plate, this approach results in operational blind spots and missed revenue opportunities. In this reality, it’s almost impossible to gain a holistic view of the practice’s health or to proactively manage the patient lifecycle. Introducing more people to the situation would only complicate, not streamline, the tangled web of tech.

“Dental organizations don’t have a staffing problem— they have a systems problem.”

The Systems Fix: To truly maximize efficiency, practices must move toward a unified technology strategy where systems are deeply integrated rather than just “adjacent.”

When AI has a deep connection to your data, it becomes an intelligent administrative partner enabling you to:

Eliminate Administrative Friction: By automating routine tasks like scheduling, follow-ups, and data entry directly within the PMS, AI removes the heavy lifting from your front-office team.
Leverage Actionable Patient Data: Connected systems ensure that every piece of patient information is available to power a more responsive patient experience.
Maximize Revenue and Conversion: Integrated AI monitors the entire patient journey in real-time, ensuring no opportunity for practice growth falls through the cracks.
Streamline Clinical and Business Operations: A unified platform provides a “single source of truth” via dashboards that offer real-time insights into booking rates, handle times, and production trends.

For organizations aiming to optimize ROI, the focus must shift to unified AI platforms. These solutions move beyond simple automations by integrating directly into your tech stack, optimizing every patient interaction and maximizing overall practice efficiency.

Patients Expect Speed AND Empathy, Not a Tradeoff

Staff can’t “go it alone” if they want to provide patients with the 24/7 service they expect. Unfortunately, outdated processes and limited access windows create a service gap that makes hightouch, personalized service nearly impossible to scale.

The trick is finding the right balance between tech-driven convenience and human empathy. While AI is engineered for superhuman speed, purely digital interactions can feel cold and transactional, stripping away
the human element that builds clinical trust. This tension prevents many DSOs from fully committing to automation.

The statistics tell a clear story of this conundrum:

The Human Preference: An overwhelming 93.4% of consumers still prefer interacting with a person over AI for service needs.
Technology As Table Stakes: 79% of patients want the ability to use technology when managing their healthcare experience.
Yes, and …: 88.8% of consumers believe companies should always offer the option to speak with a human.

The problem isn’t the technology itself— it’s the lack of a system that knows when to step in and when to step back.

“AI won’t replace empathy, but it can finally make room for it.”

The Systems Fix: Rather than forcing a choice between speed and soul, a unified AI platform enables a hybrid service model. Think of it like a self-driving car: The AI handles the simple routing and lane-keeping, but a human driver is always ready to take the wheel during complex, high-speed, or emergency situations.

By strategically aligning tasks based on risk and complexity, DSOs can achieve:

Workflow Optimization: By letting AI handle routine, low-risk transactions, you satisfy the demand for speed when patients need it most.
Intelligent Handoffs: If a patient expresses frustration or has a complex question, the AI provides a seamless, informed handoff to a staff member who has the full context of the interaction.
Elevated Human Role: Your staff can finally focus on the interactions that drive revenue and retention: high-touch patient support, treatment plan presentations, and empathetic engagement.

This hybrid approach ensures that operational savings are never wiped out by patient dissatisfaction. Instead, technology serves as a “force multiplier” for empathy, allowing your team to be more human, more often.

Conclusion: Beyond the Band-Aid— Adopting the Hybrid Model

Leaders must stop applying “Band-Aid” solutions (short-term staff hires) to a systemic technology problem. The future of DSO operational excellence lies in strategically deployed AI. Adopt a hybrid AI model that prioritizes human empathy where it matters most, while leveraging AI’s inherent scalability to achieve the operational consistency and efficiency you need for growth. The true win is improving the system so that your staff can finally deliver the service they want to give. The organizations that lead the next decade of dentistry will build systems that allow their people to do what matters.

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Markets & Enterprise

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.

“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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Markets & Enterprise

Broken Smile to Industry Breakthrough

10/22/2025

12 min. to read

My cousins and I tumbled, laughing, into the car. I climbed into the middle front seat with no seatbelt.

The last thing I remember was my face smashing into the dashboard. Broken nose, jaw, teeth, maxilla.

It was the most devastating moment of my life.

The road to revolutionizing oral care didn’t start in a lab, it started with a broken smile.

Beyond Aesthetics

The culture I grew up in was traditional Georgian, very rooted in family values. Getting married young was expected. People would formally ask for your hand in marriage. Beauty was everything—how you looked often mattered more than anything else. But I was different. I had a mind I wanted to use, dreams I wanted to pursue. My father knew that. Nevertheless, at 13, I was being prepped for introductions and weddings.

My parents, new immigrants, didn’t know the best doctors or have access to top care so we went to the local clinics. I went through years of dental work with implants, root canals, veneers, and braces. I hated looking in the mirror. I felt insecure and carried this invisible pain.

But one day, the orthodontist said something I never forgot. He said, “Don’t worry, great things will come from you. You’ll change people’s lives.”

He gave me hope. He made me stop focusing on what I looked like and start thinking about what I could do. That one moment changed everything. I cared about making a difference. And from then on, my life took a different path.

No Complaints, No Excuses, Just Work

In addition to the complete change in my life’s trajectory, my parents’ compassion, respect, and tenacity influenced my decision to become a doctor.

My father drove a taxi for 14 years, an old yellow Checker. Eventually, he built his own company, bought medallions, and ran a fleet of cabs. He’d be up at 3 a.m., fixing cars when they broke down. There was no complaining, just work, determination, and problem-solving. He did whatever had to be done and so did my mom. It’s almost like you forget the past, you forget the future, and you just keep doing the next step. That’s the resilience that I’ve learned.

My mother had followed the customary Georgian path of getting married young—in fact, she left school one semester shy of becoming a physician to marry my father.

She sacrificed so much of herself. She was brilliant. She’d help me with chemistry and organic chemistry. It pained me as a girl to watch her life revolve around domestic duties when I knew she was meant for so much more. I chose a different path.

Trading Prestige for Purpose

I started dental school at the University of Pennsylvania. After a residency at New York Presbyterian, I spent two years practicing cosmetic dentistry on Fifth Avenue in New York City. While doing that, I was offered a teaching position at NYU in their Advanced Aesthetic Dentistry program, which I held for two years. But eventually, I returned to Penn for orthodontic school.

I graduated at the top of my class and practiced orthodontics in NYC for 10 years. That time was incredible. I met amazing patients, colleagues, and mentors. But over time, I knew I wanted to go beyond the practice and build something that would impact lives on a larger scale.

“I wasn’t chasing approval, I was chasing impact.”

Emergency Calls Spark Innovation

Throughout my career as an orthodontist, I always took the emergency calls. My husband, also an orthodontist, and my father-in-law would hand them to me because I had the patience to walk my patients through what to do. Over the years, I felt the pain and frustration on the other end of those calls: parents trying to help their kids with swollen gums, broken appliances, sleepless nights. I kept thinking there had to be a better way. They shouldn’t have to resort to toenail clippers or pliers to make urgent fixes. Kids shouldn’t have to suffer through school or another night in pain.

I carried that frustration with me for years. Then COVID hit. Suddenly, families from all over were showing up at our home because they had nowhere else to turn. We saw so many people, each with urgent problems. That was the breaking point.

One night, I was in the basement, my husband next to me, the kids playing nearby. I began sketching ideas and drawing designs for what became Tweakz^®. I couldn’t stop. My husband was chiming in: “Add a diamond file. A diamond tip.” I kept going, researching clinical trials, studying what worked and what didn’t.

It felt like solving a giant puzzle, and I thought, “I can do this.”

Within weeks, I created 18 products, organized into three collections: Oral Relief, Microbiome, and Aesthetic.

30 Patents and Zero Tolerance for Band-Aid Fixes

At the core of it all was the same why: the voices on the other end of those calls, the desperate parent, the crying child, the family in chaos. As orthodontists, we hand out goody bags filled with toothbrushes and floss that patients just throw away—because when they’re in pain, they’re not thinking about brushing or flossing.

The real question is: How do we get them out of pain so they can achieve proper oral health? When you solve the actual problem, everything else falls into place. If you don’t, you’re just putting a band-aid on it.

I wanted to solve the problem and that led me to create a portfolio of sciencedriven, research-backed products designed to help patients when they’re at their most vulnerable.

I returned to Penn to deepen my research in preventive medicine, focusing on oral wellness, the oral microbiome, and new delivery systems. I now have about 30 patents pending.

Toenail Clippers Don’t Belong in Orthodontics

People are still using toenail clippers to fix broken wires. It’s awful, and dangerous. Pieces can fly off, lodge into the buccal mucosa or esophagus. It’s a huge liability for the doctor, but no one talks about it. And when people speak up, there’s pushback: “Oh, it’s fine, just come in, miss work, miss school, don’t sleep for two nights while a wire digs into your cheek, causing inflammation, bacteria buildup, plaque, and demineralizations.” All of it is preventable.

That’s why Tweakz for Braces was the first product. It includes a flush distal end cutter that safely trims wires without leaving sharp edges or loose pieces, unlike old nail clippers. The dislodged bracket remover clears broken brackets, while the rubber band applicator makes changing elastics easy. The diamond dental file smooths rough spots on brackets, hooks, and bands.

The Tweakz for Aligners kit offers an elastics applicator, an aligner remover that removes the most retentive of aligners with ease, and the diamond dental file.

Clinician First, Businesswoman by Fire

Starting the business came with a kind of fearless ignorance. I didn’t know what I didn’t know, and in a way, that protected me. I simply focused on the next step: Ask questions, find answers, and keep moving. The stress didn’t hit until my expectations collided with the real mechanics of business— timelines, margins, negotiations. I didn’t yet understand how deals were made or what tradeoffs were required to keep things moving.

The hardest part wasn’t the work itself; it was staying grounded in a world where I no longer felt like the expert. In medicine and oral health, I was confident. In business, I was uncomfortable. Constantly. But instead of pulling back, I focused on what I knew: how to help people, how to remove pain, and how to prevent suffering. My fascination with removing discomfort from someone’s life is what still drives me today.

There were plenty of times I was told “no.”

But I learned something important:

When you hear “no,” you’re probably just talking to the wrong person.

So I kept going.

Because I wasn’t chasing approval, I was chasing impact.

There were moments of real doubt, days when I questioned everything and nights when I leaned hard on even the smallest wins to keep going. But those glimmers of clarity and hope kept me moving forward. I’ve never looked back. The vision I hold now is bigger, clearer, and more powerful than ever, and it’s rooted in helping others feel empowered too.

Being an orthodontist always felt natural to me, but becoming an entrepreneur felt like learning a whole new language. Every day is unpredictable. But little by little, the products have started to speak for themselves. That’s been my greatest challenge, bridging the gap between my skill set as a clinician and the skill set you need as an entrepreneur. It’s so important to me that someone opens that package with a smile, knowing this product is going to help them.

90% of Emergencies Solved Before They Start

Beyond improving patient care, these products protect the bottom line by preventing emergencies that can cost orthodontists up to $300 at each emergency visit. Ninety-nine percent of bracket emergencies are due to broken brackets or sharp distal ends. For aligners, 92% involve rough edges or trays that are challenging to remove.

Those unexpected visits, usually right after school, at the busiest time of day, can throw an entire office into chaos, from sterilizing tools and turning over chairs to derailing the schedule.

OrthoNu^® products help protect profits by solving 90% of emergencies right at home. The Tweakz tool cuts and holds the wire safely, so patients don’t have to rush in. The Oral Relief collection includes Mouth-aid™ to soothe sores, Comfort Tape™ to help with sensitivity, Chillin’ Strips™ to soothe wounds, and the OrthoChewz™ to ease dry mouth and oral fixation. Today, Tweakz is used in 500+ practices and shipped to 5,000+ patients nationwide, in addition to over 8,000 Oral Relief collections. We’re just getting started.

For big practices and DSOs, these tools don’t just save time, they save thousands of dollars. And they open up new revenue streams by offering parents a kit they want to buy. It’s a win-win-win: Practices save money, create new revenue, and less-stressful experiences for patients.

Precision Tools for the Pain No One Plans For

While I originally created these products for orthodontic patients, the oral relief kits are just as effective for anyone recovering from all dental procedures. Whether it’s after a scaling, root canal, crown, periodontal surgery, or multiple extractions, patients never had anything meaningful to take home to ease pain and discomfort. Now they do. Smart strip technology allows the product to stay in place for hours, deliver active ingredients, and support real healing.

Our current Chillin’ Strip molds anywhere in the mouth and stays in place. The more saliva you have, the better it adheres, the opposite of wax. Soon we’ll have strips that last 8, 24, even 72 hours. That means safer wounds, fewer infections, and better outcomes for surgeries, extractions, biopsies, and even for cancer or radiation patients dealing with oral sores.

In the end, it was never just about orthodontics, it was about listening to the pain, the panic, and the unmet needs on the other end of those calls. I realized those moments weren’t interruptions. They were insights.

They pushed me to ask myself: Am I truly solving the problem, or just applying another short-term fix? That question became my compass. I stopped accepting temporary fixes and started building solutions that treat the root causes—solutions that bring real relief, restore confidence, and shift the standard of care.

Because in a field built on precision, we can no longer afford to think small. Our patients deserve more.

I created OrthoNu to solve the problems I lived. First as a teenager in pain with nowhere to turn, then as a doctor who kept running into the same missing pieces in care. Too many gaps. Too little access. Not enough empathy.

If you believe care can be better, make it better. Because when your mission is rooted in truth, and your drive is unstoppable, you don’t wait for permission—you lead.

The Next Frontier in Diagnostics

The future of healthcare lies in smart strip technology—advancements that extend beyond conventional treatments to support early detection, prevention, and accessible care on a global scale.

Over the next 18 to 24 months, OrthoNu will release a series of innovations—each one grounded in science, built with precision, and driven by one goal: to empower patients and providers.

From targeted pain relief to early disease detection, our IP-protected smart oral strips are changing what’s possible in oral health—making care more effective, more accessible, and more human.

But this isn’t just about product launches or patents.

It’s about leading with purpose.

Often, these lesions are nearly invisible—a faint white line, like lichen planus—that even dentists might miss. Patients are being diagnosed years too late, and doctors face lawsuits because these signs go undetected.

I’m excited about what the products could do for underserved populations. We could triage patients early, in a way that’s affordable and accessible worldwide. We could catch diseases early. Consider a seven-year-old boy who has no idea he has cancer in his mouth. Without this technology, it might not be found until it becomes a much bigger problem years later. The dream is to save lives through early detection.

This vision pushes oral care far beyond the dental chair—toward a future defined by value-based care, personalized wellness, and minimally invasive diagnostics.

The goal is to empower clinicians to be the frontline heroes for their patients. By creating data collection tools for every patient, we can track changes in their oral health over time and catch problems before they escalate.

This technology could revolutionize disease prevention. Think about populations with limited access to healthcare—being able to give them oral smart technology that detects early signs of oral disease, diabetes, heart disease, or cancer. It’s an affordable, accessible way to triage health worldwide.

Because when you build from a place of compassion, you don’t stop after one success. You keep going—because you have to. And when innovation starts from the heart, it becomes unstoppable.

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Markets & Enterprise

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

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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Markets & Enterprise

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.

“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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Markets & Enterprise

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.

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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Markets & Enterprise

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.

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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Markets & Enterprise

Choosing the Right PMS

03/06/2025

6 min. to read

Why Emerging DSOs Are Turning to Asprodental.

Outdated PMS software is holding DSOs back. This makes selecting the right practice management software (PMS) essential to a successful scale strategy. Enter Asprodental, a cloud-based, dentist-backed PMS solution built to streamline operations, enhance efficiency, and put decision-making back where it belongs: in the hands of dental professionals.

Co-founders Dr. Kimberly Nguyen and Tiffany Nguyen never set out to build a PMS. Busy running their own successful dental offices, they found themselves dealing with clunky software that made every step of managing their practices more complicated and cumbersome than necessary.

Everything required multiple logins. Training was a total nightmare. Servers crashed. We knew there had to be a better way.

This frustration sparked a solution. So, alongside a best-in-class technology team, Tiffany and Dr. Kimberly designed a new PMS for modern dental groups from the ground up.

Asprodental is funded by the people who use it — practicing dentists. In fact, Backed by Dentists — a group of over 100 clinicians and practice owners — has invested in Asprodental. These investors understand the day-to-day realities of running a practice because they live them. It’s a PMS built by dentists, for dentists, with dental teams at the center.

“Every decision we make is about what helps dental teams run more efficiently. Our investors are also our end users. They know exactly what works and what does not,” shares Kimberly, Asprodental’s Co-Founder and Chief Dental Officer.

Server-based systems require extensive IT support and leave practices susceptible to cyber attacks. They also make it challenging to manage multiple locations seamlessly.

Asprodental’s cloud-based model mitigates these issues. Data is automatically backed up, and cybersecurity is built in. Practices can access everything in real-time from anywhere.

Lakeside Dentistry, a former Eaglesoft office, learned the hard way why cloud-based security matters. A ransomware attack took down their entire system, locking them out of everything and making them unable to operate. With no access to schedules, treatment plans, or billing, Lakeside Dentistry needed a solution, and they needed it fast.

“We never thought a cyberattack would happen to us or take down our entire system. When it did, we were completely locked out. Asprodental had us back up and running with a cloud-based system that ensures we’ll never be in that position again. The peace of mind alone is worth the switch,” shares Dr. Traci Leon, of Lakeside Dentistry.

Security is just one reason DSOs are shifting to cloud-based solutions. The platform opens up possibilities for AI-powered insights. Integrations using live data allow dentists to make the most informed choices possible. The result? Busy practices make smarter decisions in real-time.

“Switching to cloud-based software is inevitable. It’s like when X-rays moved from film to digital. Practices that make the shift now will have a serious advantage in the future,” says Tiffany.

A PMS is only as good as its usability, so Asprodental’s white-glove service extends beyond emergencies. Their design philosophy is simple. If you can use a smartphone, you can learn Asprodental. For example, the platform’s one-page chart keeps all patient information — clinical notes, treatment plans, scheduling — in one place. No endless clicks. No jumping between tabs. Just everything you need, exactly where you expect it to be.

Our goal was to make Asprodental so intuitive that new hires could start using it without extensive training.

While most PMS providers rely on email claims and call centers, Asprodental does it differently. They offer live support via Zoom during the first two days of onboarding. This helps offices have immediate assistance as they transition to a new system. Then, teams can message support directly within the platform to receive an instant response, eliminating inefficient ticket-based systems and frustrating wait times. Furthermore, there’s no need to explain workflows to someone who doesn’t understand them because every support team member has a dental background. Asprodental provides fast, practical solutions when DSOs need them most.

“Our team – who is resistant to change – has become experts and is bought in on Asprodental. Everything is integrated into one platform which will help us transition to paperless. It’s also helped our workflow in the office and how we communicate better with patients,” remarks Dr. Craig Ball of Ball Dentistry, a growing multi-location practice in Indianapolis, IN.

In a crowded PMS market, Asprodental is quickly becoming a top choice for emerging DSOs that prioritize dentist efficiency and scalable workflows. Here’s how it compares to traditional players:

As DSOs expand, they need a PMS that isn’t just keeping up. They need one that helps them grow. Asprodental delivers a seamless, dentist-first solution that eliminates inefficiencies and simplifies operations.

Ready to see how Asprodental can transform your practice or your portfolio? Request a demo today to experience the future of PMS.

SCHEDULE A DEMO

A Strategic Investment in the Future of Dental Tech

Asprodental offers a rare early-stage opportunity in a sector ripe for disruption. Designed by dentists and backed by a powerful network of clinician investors, it’s a purpose-built disruptor with momentum, mission, and a model designed for scale. For investors looking to support a defining brand at exactly the right moment — this is that moment.

Dr. David Galler, president of American Academy of Clear Aligners and the Backed By Dentists investment fund, saw the opportunity early.

“This isn’t just another PMS, it’s a smarter, better way to run a dental business. That’s why we backed it. We want to invest in dental products/services that we understand and can influence the market on,” shares Dr. Galler.

Schedule a call with Dr. Kimberly and Tiffany to learn how to partner and invest in the company’s growth.

SCHEDULE AN INVESTMENT CALL

Kimberly Nguyen

Co-founder | Chief Dental Officer of Asprodental

Kimberly graduated with distinction from USC Ostrow School of Dentistry. Kimberly practiced dentistry for 20+ years during which time she built and sold two dental offices and founded an annual free healthcare day with Rotary International. Recognizing the lack of streamlined and intuitive practice management software options, she co-founded Asprodental to create a faster, easier, and better workflow for dental teams.

Tiffany Nguyen

Co-founder | CEO of Asprodental

Tiffany graduated from USC with a biology degree at age 19 and managed dental practices with Dr. Kimberly. While training her team at the dental office, Tiffany recognized the opportunity for a dentist-centric practice management software. Asprodental was launched through Tiffany’s MBA program in Technology Commercialization where she achieved Entrepreneur of the Year and the Athena Summit pitch prize.

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Markets & Enterprise

Beyond Stop-gap Staffing

03/06/2025

8 min. to read

In the fiercely competitive landscape of dental service organizations, most approaches to staffing remain reactive rather than strategic. The focus is most often on short-term wins—filling a chair for a day or covering a shift at the last minute—instead of building a foundation for sustained growth. However, as patient demand surges and market competition intensifies, leadership at forward-thinking DSOs are shifting their perspective. They treat staffing not as a stop-gap measure, but as a strategic lever for long-term profitability.

To explore this approach, I recently spoke with several DSO executives and dental leaders within the onDiem network: John Murphy, Vice President of Talent Acquisition at Aspen; Joshua Perry, CEO of Access Care; and Misty Mattingly RDH, BS, Senior Vice President and Chief Dental Hygiene Officer at Sage Dental. As some of the most experienced authorities in our industry, they candidly shared both the challenges their organizations have faced and the strategies they’ve adopted to turn staffing into a competitive advantage. Their insights, combined with broader trends, shed light on how DSOs can reframe workforce challenges as opportunities for sustained growth.

The Staffing Conundrum: Why Now?

“We’re at a crossroads,” said John Murphy of Aspen. “Demand for dental services is at an all-time high, and the workforce just isn’t keeping up. That puts enormous pressure on us and our margins.”

Murphy’s perspective is critical. In the midst of rising labor costs, evolving patient expectations, and expanding access to dental care, practices must find innovative and flexible ways to maintain capacity.

This challenge highlights a critical gap in the traditional DSO staffing model. In their quest to attract top talent, practices may sometimes underestimate the factors that keep employees engaged and committed long-term. (Smaller practices with limited resources, in turn, may not always be aware of state and local laws that require even part-time dental workers to be classified as W-2 employees entitled to all associated benefits and protections.) For many dental workers, particularly part-time staff, access to benefits and flexible scheduling can be a non-negotiable.

Addressing these issues requires creative and strategic solutions, such as collaborating with staffing partners who can offer benefits and administrative support that DSOs and practices may struggle to provide on their own. By tackling these gaps proactively, DSOs can not only reduce turnover but also enhance employee satisfaction and loyalty.

Let’s explore how staffing can become a growth driver by focusing on three critical elements: retention, quality, and optimization.

The New Growth Equation: Retention + Quality + Optimization

Transforming staffing into a growth driver requires a multi-pronged approach that prioritizes retention, quality, and optimization. These three elements come together to create a sustainable staffing strategy that addresses immediate needs while positioning the DSO for long-term growth and success.

Benefits as a Competitive Edge

Retention isn’t just about keeping staff; it’s about reducing the costs and risks of turnover. According to Joshua Perry of Access Care, “One of our early pain points was losing part time employees who needed a more comprehensive health insurance program. At the time, we simply couldn’t offer it without skyrocketing costs or administrative headaches. That’s where our staffing partnership with onDiem came into play.”

Staffing companies such as onDiem are W-2 compliant nationwide, allowing them to provide all dental professionals (regardless of their full-time or part-time status) on their platform with W-2 benefits such as comprehensive health insurance, PTO, malpractice insurance, workers’ compensation insurance, and more. Through onDiem’s SafePay™ offering, practices and organizations such as Access Care have been able to hire and book their own temps through onDiem’s platform—immediately granting them access to these benefits without dealing with the administrative burden or cost.

Perry credits onDiem for Access Care’s improved retention rate, noting that it increased significantly within the first year of partnership. “This partnership was a game-changer for us,” says Perry. “It allowed us to provide benefits to our essential part-time and temp employees without the administrative headaches—and was more cost-effective than building the infrastructure ourselves.”

Choosing a staffing partner that allows for this arrangement not only can enhance retention for the DSO, but also position the DSO as an employer of choice in a highly competitive labor market.

Building a Pipeline of High-Performing Talent

Retention alone isn’t enough; DSOs must also ensure that the talent they retain and recruit is top-notch. “Like any other dental organization, we’ve had our share of mismatches,” Misty Mattingly of Sage Dental admits. “Sometimes we’d bring in a temp who wasn’t a good fit, and it would disrupt the team dynamic or patient experience.”

Mattingly’s solution? Building a pipeline of high-performing talent. “Our philosophy is simple: hire the best temps, and rehire them when possible,” Mattingly explained. “By treating temporary staff as an extension of our team, and choosing a staffing partner with the same philosophy, we’ve reduced mismatches and built a high-quality pipeline.”

Staffing services can play a pivotal role here by offering access to pre-vetted professionals—and in the case of onDiem, by providing access to fully W-2 compliant and certified workers to mitigate costly legal risk. Additionally, sophisticated staffing platforms allow DSOs to track and re-engage high-performing temps, creating a seamless talent pipeline.

“It’s not just about filling roles; onDiem has helped us create a system where we know the best possible talent is always within reach when we need them,” Mattingly emphasizes. “That confidence lets us focus on scaling our business and improving our standards of patient care.”

Flexible Solutions for Dynamic Needs

Staffing challenges are rarely static or fully predictable. Holidays, unexpected sick leaves, and the addition of new columns or service lines all demand flexibility. “One of our biggest headaches was managing staffing during peak periods,” Murphy noted. “We’d often end up short-handed, and it impacted patient satisfaction and care.”

Murphy’s challenge is unfortunately shared across the DSO and practice community. But by moving away from traditional and frenzied “whack-a-mole staffing,” as Murphy puts it, and toward staffing strategy that maximizes your practices’ capacity, a DSO stands to gain for the years to come. “At several of our locations, dental chairs regularly went empty, because it’s hard to ramp up when you’re in the throes of high patient need,” he explained. “Our staffing partner helped our team switch our approach, and now we are proactively staffing to each location’s full capacity, treating more patients, and witnessing significant growth in our margins.”

Flexible staffing solutions such as onDiem expertly adjust to dynamic needs—enabling DSOs to cover peak periods year-round; test new markets or specialties by bringing in specialized talent temporarily; and expand operating hours or columns without immediately committing to full-time hires.

“Our staffing partner helps us adjust in real-time,” Murphy added. “That flexibility has been a big part of our growth story.”

Dental Staffing: A Strategy for Sustainable Growth

Our partner organizations offer a compelling example of how DSOs can evolve their approach to staffing. By focusing on retention, quality, and optimization—and by partnering strategically with a staffing service — they’ve turned a regular challenge into a driver of growth.

“Staffing isn’t just about today,” Murphy said. “It’s an investment that can pay off with growth and profitability. It’s about building the kind of workforce that ensures we’re here tomorrow.”

Collaborating with Staffing Companies: A Strategic Partnership

Moving beyond stop-gap solutions requires a close partnership with staffing services. Murphy describes his organization’s collaboration with its staffing partner, onDiem, as “an evolving partnership that’s delivering meaningful results.” Based on our partners’ experiences, here’s how DSOs can get it right:

1. Align on goals
“Initially, we weren’t clear about the best way to manage and leverage temp workers,” says Murphy. “We treated staffing as a quick fix instead of a strategic tool. Once we aligned with our staffing partner on long-term goals—like entering a new market or improving retention—things started to change.”

2. Lean on data to improve quality
Modern staffing platforms such as onDiem offer analytics that can inform your staffing decisions. “onDiem helps us track and stay connected with our most effective temps,” Murphy explains. “This helps us avoid costly mistakes, and relieves some of the anxiety that comes with staffing.”

3. Use temp staffing to test the viability of new markets
Temp staffing isn’t just about filling gaps; it’s a strategic tool for expansion. “We wanted to test adding weekends or evening shifts for patients who want to be seen after hours,” Perry shares. “Bringing in temporary specialists allowed us to assess demand without committing to permanent hires.”

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Markets & Enterprise

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.

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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A Strategic AI Fix for the Dental Front Office

The High Costs of Static Staffing

Fragmented Technology Impacts Performance

Patients Expect Speed AND Empathy, Not a Tradeoff

Conclusion: Beyond the Band-Aid— Adopting the Hybrid Model

How Dentistry Is Leading the Enterprise Revolution

Why Emerging DSOs Are Turning to Asprodental.

A Strategic Investment in the Future of Dental Tech

The Staffing Conundrum: Why Now?

The New Growth Equation: Retention + Quality + Optimization

Driving Growth & Innovation with Darby

Enhancing Procurement

Tools for Growth

Top DSO Challenges

Top DSO
Challenges