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Success Stories

Identics Dental Surgery

Switching to Exact

Find out how Dr Michael Chrisp, Principal Dentist, found the move to EXACT from R4 with the help of their dedicated Customer Success Consultant.

We converted from R4 about two years ago and it was a seamless process. EXACT is such an immense programme with all the tools you could ever need – it’s miles ahead of anything that I’ve ever used before.

Dr Michael Chrisp

Principle Dentist

The transition from R4 to EXACT

“We found that Carestream R4 didn’t match up to the growing demands of modern-day dentistry or our own growth plans,” says Practice Owner Leigh Oliver. Consequently, Leigh reached out to us to arrange a meeting. One friendly conversation later and Leigh felt confident Software of Excellence offered the solution Identics needed.

Alongside implementing best practice processes, Identics introduced a number of new business tools to help increase their practice performance, including:

  • Care Manager to manage outstanding treatment
  • Clinipad for electronic forms
  • Mypractice Cloud for performance monitoring
  • Campaign+ for automated marketing communications

“I can honestly say it is the best decision we have made. The opportunities are endless, the support is on another level and every department we deal with are so incredibly knowledgeable. It’s like having another team member.”

Joining the Customer Success Programme

As soon as Identics made the move to EXACT, the practice was automatically enrolled on our Customer Success Consultancy Programme.

The practice was assigned a dedicated consultant, Andrew, who helped them identify the best KPIs to track and measure. Andrew then set up a bespoke action plan to follow to help increase practice performance.

The Customer Success Programme included standard operating procedures using a daily/weekly/monthly task checklists. “We now use these checklists as part of the team’s daily huddle,” says Principal Dentist Dr Michael Chrisp. “The checklists bring teams up to speed and make reviewing the previous day’s work simple.”

“We also introduced daily monitoring of appointments,” Michael notes. This means Identics’ patients always now leave the practice reception with:

  • The correct balance
  • The correct bill
  • A future appointment
  • Future recalls

Our Customer Success Consultant Andrew, worked with Identics to amend emergency clinic times. “Andrew has helped ensure better utilisation of the diary, less white space and sufficient space for emergency patients,” Michael notes.


recall effectiveness


workflow compliance increase


FTA rate

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