Objective: Proceed with case alerts with minimal calls
1. If the case alert says we will wait 2 business days for a reply
Follow up sequence:
OG: Day 0 Sent on weekday between 12:01AM – 5:00PM PST
FU: Business day 1 aCRM message
FU: Business day 2 aCRM message
R: Proceed as suggested
Note: If case alert was sent on weekend or between 5:01PM – 12AM PST, the next business day is day 0.
OG: Sent on weekend or between 5:01PM – 12AM PST
FL: Day 0: NA: Follow up tomorrow
FU: Business day 1 aCRM message
FU: Business day 2 aCRM message
R: Reply: Proceed as suggested
aCRM messages post:
Follow up (FU) Day 1:
Hello Dr. [ ],
Just a friendly reminder that this case is pending your response.
We hope to hear from you soon to avoid delays.
Thank you.
Follow up (FU) Day 2:
Hello Dr. [ ],
This case is still pending your response.
If we do not hear from you today, we will proceed as suggested on the next business day.
Thank you.
Response (R) Day 3:
Hello Dr. [ ],
Since we have not heard from you in 2 business days, we will proceed as suggested to avoid further delays.
If fabrication is compromised, please submit rework case for adjustments.
Please see arrive by at the top.
Thank you.
CRM posts:
Follow up (FU) Day 1:
FU
1. aCRM reminder 1
Follow up (FU) Day 2:
FU
1. aCRM reminder 2
Response (R) Day 3:
R
1. Proceed as suggested
OR
1. Proceed as is
OR
1. Proceed as on Rx
OR
1. Proceed with [ ]
Note: R is not limited to these replies, these are just examples
2. If the case alert says we will wait 5 business days for a reply
Follow up sequence:
OG: Day 0 Sent on weekday between 12:01AM – 5:00PM PST
FU: Business day 1 aCRM message
FU: Business day 2 aCRM message
FU: Business day 3 aCRM message
FU: Business day 4 aCRM message
FU: Business day 5 aCRM message
R: Proceed as suggested
Note: If case alert was sent on weekend or between 5:01PM – 12AM PST, the next business day is day 0.
OG: Sent on weekend or between 5:01PM – 12AM PST
FL: Day 0: NA: Follow up tomorrow
FU: Business day 1 aCRM message
FU: Business day 2 aCRM message
FU: Business day 3 aCRM message
FU: Business day 4 aCRM message
FU: Business day 5 aCRM message
R: Proceed as suggested
aCRM messages post:
Follow up (FU) Day 1:
Hello Dr. [ ],
Just a friendly reminder that this case is pending your response.
We hope to hear from you soon to avoid delays.
Thank you.
Follow up (FU) Day 2:
Hello Dr. [ ],
This case is on hold and is still pending your response.
We hope to hear from you soon to avoid further delays.
Thank you.
Follow up (FU) Day 3:
Hello Dr. [ ],
This case is on hold and is still pending your response.
Please reply as soon as possible to avoid further delays.
Thank you.
Follow up (FU) Day 4:
Hello Dr. [ ],
This case is on hold and is urgently pending your response.
Please reply as soon as possible to avoid further delays.
Thank you.
Follow up (FU) Day 5:
Hello Dr. [ ],
This case is urgently pending your response.
If we do not hear from you today, we will proceed as suggested on the next business day.
Thank you.
Response (R) Day 6:
Hello Dr. [ ],
Since we have not heard from you in 5 business days, we will proceed as suggested to avoid further delays.
If fabrication is compromised, please submit rework case for adjustments.
Please see arrive by at the top.
Thank you.
CRM posts:
Follow up (FU) Day 1:
FU
1. aCRM reminder 1
Follow up (FU) Day 2:
FU
1. aCRM reminder 2
Follow up (FU) Day 3:
FU
1. aCRM reminder 3
Follow up (FU) Day 4:
FU
1. aCRM reminder 4
Follow up (FU) Day 5:
FU
1. aCRM reminder 5
Response (R) Day 6:
R
1. Proceed as suggested
OR
1. Proceed as is
OR
1. Proceed as on Rx
OR
1. Proceed with [ ]
Note: R is not limited to these replies, these are just examples
NOTES and things to keep in mind:
1. Before canceling any case and are unsure if we can proceed, please ask the team for best decision.
2. If we do not need to cancel the entire case, proceed with part of the case.
Example: If we are asking for a new upper model, but the case is for upper and lower, we can proceed with the lower instead of cancelling entire case.
3. As a good rule, it is always a safe bet to follow the Rx.
Example: If we receive an impression that has 2 teeth prepped, but only 1 tooth is on the Rx, we will follow the Rx to make 1 unit, IF no reply.
4. If the case is pending shade or implant size or system and no update after 5 days, ok to cancel after exhausting all follow up efforts.
5. Do not cancel IF no warning message was sent.