Executive Notebook: A New Era of Customer Support

In News by SprintRay Web Team

Purchasing one of our products is the beginning of a long-term relationship. Our community is the heart of everything we do and that’s why we’re here to assist when you have questions, to coach you into new applications, and provide training that helps you operate with increased productivity. 

Providing industry-leading customer support has been our priority since we sold our first printer. At the beginning of the summer, we had a reckoning. On social media, we read about long queue times and how some of your requests had gone unanswered. On the SprintRay side, our existing customer support staff was totally overloaded with requests because of our failure to anticipate such a spike in call volumes. Our dental community always keeps us honest, and we realized our blunder. 

Our commitment to the dental community runs deep, and we understand how important it is to deliver on our promise of world-class customer support which is why today, we’re proud to announce that we’ve made great strides with our Customer Support team. We’ve more than tripled the support team size, and we call on staff from Software, Engineering, and Product teams to help out when volumes spike. 

The New Dawn of SprintRay Customer Service

In the past six months, we’ve been incredibly busy investing in the support arm of our business. We’re very excited to share the results in the near future.

In addition to increasing the size of our team, we’ve hired a dedicated video training producer and have made huge improvements to training our support staff internally to ensure they’re the most knowledgeable support team in dentistry. We’ll continue to invest in this critical component of our business because we recognize that, in the hands of doctors who feel confident using them, our products change lives.

Thank you for your patience over the last six months as we’ve worked to resolve this matter. We value your feedback so please continue to let us know all the ways we can improve on our products and services. As always, we’re humbled, inspired, and impressed by the dental community.

-Amir Mansouri, CEO