We are here to help you

Switching software can seem daunting, but CareStack is here to help. With CareStack, you don’t get a software vendor; you get a business partner.

Our experienced implementation team has an extensive front office, clinical & billing experience.

Simply put, our mission is simple. Elevate your practice to the next level of success through technology modernization.

Implementation process

Each implementation follows a rigorous, tried-and-true methodology, built on industry best practices and delivered by expert consultants.

Transition from sales

Agreement signing & sales handoff

After signing the agreements, the sales team will transfer the customer to the implementation team. An implementation lead will be assigned to partner with the practice throughout the transition.

Welcome email

Customers receive a welcome email from the implementation lead. From here, the customer will decide upon a date for the kickoff call, leading into phase one of the implementation journey: knocking out the details.

Phase one: The details

Kickoff call

In this introductory call, the implementation lead will identify the CareStack champions, stakeholders and go-live date. This opportunity will also be used to identify any pertinent goals associated with the implementation.

Debut environment delivery

Following the kick-off call, credentials to access the debut environment will be sent to the customers. The debut environment will be set up with sample settings and sample data, allowing practices to experiment with tasks, processes, and settings without worry.

Obtaining access to your data

In order to begin the conversion process, CareStack will need access to the existing practice management system to gather the data. Customers will receive an email with instructions to work closely with the data conversion teams to complete this process.

Workflow analysis

Existing operational workflows will be analyzed to determine any critical blockers, document any additional product features, and prepare a timeline of events like training sessions and weekly meeting times.

Phase two: Team preparedness

CareStack university

Built right into the CareStack platform, users can start their learning as soon as the debut environment is received. Our training curriculum gives practices great flexibility for completing courses at their convenience, with a library of on-demand training videos, step-by-step lessons, and guided practice exercises.

Sandbox delivery

Once the data conversion is complete, the sandbox environment will be updated. This will give a fresh look at how office workflows will translate into CareStack. Guided by the implementation lead, customers will validate the integrity of the converted data to ensure there are no inaccuracies or misrepresented data.

Phase three: The groundwork

Interim-live delivery

The interim-live environment is the optimal time to begin customizing CareStack for specific needs. Completing the admin and clinical setup will enable the team to prepare ahead of time for go-live.

Legacy software sunset

If practices are switching from another practice management software, the day before Go-Live will be spent verifying core processes with statements, claims, and the like. The final peak-efficiency data will be acquired and converted into the production environment. Customers will no longer be entering new data into their legacy system as it will only be used as a reference point moving forward.

Go-live!

During the first few days of going live, practices will receive either onsite or remote support to ensure that they have the tools necessary for success. At this point, an account manager will be assigned to ensure continued success in CareStack.

Step to simplify implementation journey

Switching systems can be a daunting task. Through this article, let us explore a few steps that can be taken to ensure a smooth transition. We will also explore the services to look for while choosing your practice management system partner.

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Finding software that could keep up with growth

About Heritage Dental Partners

Started by Dr.David Jones and Dr.Robert Hurley, Heritage Dental Partners wants to set themselves apart from other DSOs by emphasizing the importance of maintaining the legacy of their selling doctors, and all of the goodwill that they have built, by taking great care of their patients and making any transition go as smoothly as possible.

Heritage Dental

Key challenges faced

Heritage Dental Partners has grown five times in the last two years. Existing software solutions in the market could not provide the necessary degree of centralization required to keep up with the growth and real-time access to data across all the locations on a single dashboard.

Heritage also needed customizations to suit the standard operating procedures followed in their offices. The team at Heritage was on the lookout for a technology partner who listens to the practice and adapts to specific processes that the practice is used to.

 

Partnering with CareStack to fulfill the practice needs

CareStack was the third software change for the company. As an all-in-one cloud-based solution, CareStack provided the much-needed capabilities around centralization, automation, and real-time analytics for a rapidly growing DSO like Heritage dental partners to gain better control of the operations.

A deep partnership was established between the CareStack implementation team and the practice staff, which led to further optimization of the office workflows to improve patient experience and staff productivity.

CareStack successfully implemented state-of-the-art management systems within Heritage Dental to maintain competitiveness well into the future.

“We have great confidence in CareStack and their abilities to solve problems in the near term and into the future as we continue to grow.”
-Dr. David, Heritage Dental

Interview with Danae Deal, Implementation lead

Can you describe the activities of your team ?

Our team is responsible for guiding the customers through the transition process to CareStack.

Switching practice management systems is not easy. Our entire focus is to make the transition as painless as possible.

What challenges do you encounter?

The biggest concern is around data conversion. Protecting confidential patient and practice related data is paramount.

A close second is change management. When practices are changing to an entirely new system, there are new workflows, structures, and processes. Change is hard for everyone.

There’s no shortage of challenges. But, there are ways to help mitigate these concerns.

What do you like the most about CareStack ?

I love the fact that the entire company revolves around customer success. We consider the customer as our most important asset. I love the fact that we consider customers as the lifeblood of our existence.

Cloud based dental practice management solution

We solve problems, not tickets

Our team of experts will do everything they can to resolve your problems.

Response rate 100%
Happy customers 95%

What makes our team world-class?

Genuine responses

Our responses to your questions are genuine—they’re never canned.

Customer success advocates

As your success advocates, we're here to troubleshoot any issue in a timely manner.

We have your back

No matter what, our team will figure out a solution to your problem.

Arsenal of knowledge

Knowledge database with documentation, release updates and guides

Knowledge base

Discover everything that can be done with Carestack by accessing our library of information, from documentation to videos. Here you can search for solutions to common issues, review the training schedule, and access support documents and other resources.

Carestack support is 24x7 through phone, email or tickets

Support on demand

We know that everyone learns differently. With that in mind, we make sure we provide a lot of ways for you to receive live support and guidance from our team: Live chat, email, phone calls, and screen sharing sessions. You get to choose what’s right for you.

Our support staff is well-versed with dental office workflows, and we typically respond within 1 hour for critical issues and on the same day for non-critical issues.

Library of videos on dental workflows and how to use dental software

Live classes and webinars

We choose topics that will be of value to our clients and frequently conduct informative webinars at no extra charge to our customers. You can attend the live sessions and get all of your questions answered in real-time by our expert panelists.

dental ticket management

Help center

If you require further assistance, feel free to open a ticket through our ticket management system.

Our team of experts will do everything they can to provide solutions to the problems cited by our customers. Customers can view all the tickets for their practice and their status through our ticket management system.

health check for dental practice with business oriented score cards

Health checks

We monitor and track how users interact with CareStack. This helps us uncover trends, identify and address issues before they escalate. Our account managers collect and analyze data to uncover areas where there is room for further improvement and provide data-driven suggestions to improve the identified areas.

“We very much enjoy the ease of working with CareStack and your product support staff is the best!”
-Dr. Himesh Kana, Managing partner

Interview with Dana Horsch, Customer support

How would you describe the support team’s role and function within CareStack?

The CareStack Customer Support team is responsible for assisting customers with any product issues or training needs and for ensuring that customers are successfully adopting features and maximizing the use of our product to achieve ultimate success and growth.

The team is highly collaborative across the entire company.  It’s the responsibility of our agents to advocate for the client and ensure that the customer gets the help and results they need—whether this means working with engineering, sales, or professional services.

Can you tell me a little bit about the team specifically?

We make sure that when a customer takes the time to contact us, they’re reaching someone who understands and is sympathetic to dental office workflows and the multitude of roles, circumstances, and functions within the dental practice. 

Whether a single location or a large DSO and from a front desk greeter to the CEO and every role in between, to ensure subject matter expertise and experience, everyone on my team has a strong background in dental practice knowledge and workflows as well as software support skills.

What excites you most about coming to work every day?

The team of excellent people at all levels within the company, my team and I get to work with to achieve the client’s ultimate success.  After all, the client’s success is CareStack’s success.

 When the customer’s experience and success are the number one priority of the entire company, there’s no limit to what we’re capable of and the resources available to achieve the desired result. If my team needs help, there is no limitation of resources available to my team and me, regardless of who I need to get involved. 

For a support organization, it is highly unusual to have direct access to engineering or product management, wherein many cases, we’re able to bring them directly into conversations with a customer if needs be.

"The mission and goal of the support team is to create the highest level of excellence in customer experience. That's the CareStack mentality."
- Dana Horsch, Customer support

Trusted by leading dental offices across the nation

"You can’t go wrong with CareStack. CareStack is the best thing you can do for your practice.”
Brent Kaplan
  • Wilshire Dental
Midwest Dental
Plum Dental
Morrison Dental Group
Heritage Dental Partners
TLC Dental & Orthodontics
Celebration Dental and Orthodontics

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