Dental Intelligence - Software company in Pleasant Grove - 2100 W Pleasant Grove Blvd #400, USA

Very disappointed with DI's customer service. We signed up believing them when they said they were as good if not better than Flex and sold on their insurance verification and claims processing via Vyne. Not long after signing up, I discovered this is indeed not true and Flex is far superior in the ways that count. DI has nice features, but none that are good enough for us to have left Flex. Dental Xchange is also far more robust in ACH services versus Vyne, which was not something I could have known until using their services. Be wary of their service agreement because they are unrelenting once you've signed onto their platform, and force you into continuing service even when you're dissatisfied with their service. At least with other companies like Flex, you're not locked into 12 months of service.

This has been the worse experience. We have been billed almost $900 month for the last six months. The system is limited and does not allow you to send more that 250 texts a day. This is something that we were very clear that our office utilizes everyday. Our current system, Revenue Well, does allow us to send unlimited texts so this is something we insisted we needed. In addition the training is very limited and with all the things the software can do you need to have their team help you get an office set up. They do not have the time to help your office get set up nor do they answer there phones and every email we have sent for help is an auto email without a number to contact someone. The sales person told us that we could cancel at anytime and now the auto emails have told us that we can not cancel until Janurary of 2025.

For anyone in the dental field, I highly recommend using Dental Intel for your practice's software! Easy to learn and highly accessible for people coming from various levels of experience. If you ever get stumped on where to find a feature or how to navigate a page, there's tutorial videos readily available and their customer care team is AMAZING! Love getting to be a part of DI and work with them to help grow my workplace! If you need training, Amanda is the perfect person to ask all your questions and she is ready to aid you and your practice into success!

Unfortunately our office didn’t have a great experience with DI and due to contract ended up being a waste of time and costly. Our goal was to utilize a single platform for practice management but ended up at square one. Cons -Payment system didn’t have a “clean” way to post credit card payments from insurance companies. Was told we had to create the insurance company as a patient in Open Dental in order to run the charge through DI. However, this affected my daily payments reporting. -Payments took awhile to post to our bank account. -DI couldn’t figure out why 95% of our claims which was our local Delta Dental couldn’t be processed. Their claims processing is through Vyne. They offered a $50 credit which in the grand scheme of things isn’t much for such a big part of the practice. -Good luck contacting customer service and getting a same day response. Dealing with customer service was also not helpful. When I had claims processing issues was told to contact Delta Dental because the issue wasn’t on their end which I didn’t understand because we didn’t have issues before. Always made me feel like it was something on the insurance end or on our end with how things were set up in Open Dental. -Was told mass texting was a possibility with our phone number, but later told that our phone number is at risk of getting locked by our phone company if it gets blocked. Not sure how true that is because we used Flex Dental and had no issues with that. I told them during our demo that utilizing our phone number is our priority with the amount of spam calls and we wanted to be cognizant of our older population. -Eligiblity check not worth it. The layout of what was provided was not helpful for benefit breakdown and what was used. We ended up better off pulling that information from the insurance company portal. Save your $$ and skip on this which is also provided through vyne. -You need to download the capability to process claims on whatever computer you plan to use. Initially very annoying because I would go to a computer and realize that it wasn’t downloaded. I’ve used Dentalxchange with Open Dental and I could process claims at any computer. -You need to log into 3 separate platforms. For example if you utilize analytics it’s a different log in. Wish everything could be all in one spot. -Claims processing is slow because it needs to open a webpage for vyne. Again this is our office experience and the expectations we had were based on wanting things seamless and easier for day to day work. Of course we utilize other platforms so we compared our DI experience on how things were before. And everything became more of a headache. I regret utilizing DI but I know some offices love it.

Ms. Kayleene and the entire team and Dental Intel are amazing. Ms Kayleene is the training rep that was assigned to our account to help on-board us into the system. So tonight for example she was so kind that she made a special screen share session with me to help me construct the online scheduling widget for me because i was having trouble with some of the final touches. Now I am so excited because I have a perfect solution for online scheduling widget (and also html link) that we will now employ exactly the way we had hopes for patients that want to make appointments online. She made it so easy to understand and now I know exactly how to do it for my other location. I am excited to use the dashboard to implant the widget for my other office now and I can not thank Ms Kayleene enough for helping me with the final touches. Thank you maam, Ali Miamee from RTC Dental.

As a dental professional with over 25 years of experience and having tested numerous dental platforms, my practice recently decided to implement DI's analytic software. Unfortunately, our experience with DI has been less than satisfactory for several reasons. Promises vs. Reality We signed up with DI in November 2023, attracted by the promises made during the sales meeting. However, many of those promises have not been fulfilled. We were assured of comprehensive support and functionalities that have yet to materialize, particularly in critical areas like custom forms, patient communications, eClaims, and reading basic dental codes for analytics. When presented with details of inadequacies DI could not give answers as to why the functionalities could not materialize. They were to get back to us on that issue. Error in Reading Dental Codes One of the most significant disappointments has been the error in reading "cleaning" dental codes for practice analysis. The primary purpose of analytics is to track patient hygiene appointments accurately. Unfortunately, DI's system could not correctly read perio scaling and root planing, or perio maintenance as cleaning procedures. Despite reporting this issue, we were told it was unique to our office, which was both surprising and frustrating. Lack of Custom Forms Support Another disappointment has been the lack of support from DI's custom forms department. Despite repeated requests, we have not received the assistance needed to tailor the forms to our practice’s requirements. Custom forms are essential for our workflow, and the absence of this support has created significant inefficiencies. Inadequate Training Sessions The training provided by DI was insufficient. They seemed to always be short staffed. Sessions were limited to just 45 minutes at a time, two weeks apart, which is wholly inadequate for a busy group practice like ours. Coordinating multiple 45-minute meetings for ten staff members to learn an entirely new platform was impractical and disruptive. Unfulfilled Promotional Offer We were promised two free months if we signed on sooner to take advantage of end-of-year promotions. Despite following up multiple times, we were informed that because we took too long for training, we would not receive the second free month. This was particularly frustrating given that the delays in training were due to DI's availability in training sessions. Integration and Efficiency Issues Our practice requires a highly efficient and integrated platform to manage daily operations seamlessly. Unfortunately, DI's platform has proven inefficient overall. Despite our efforts, including providing feedback and suggestions on what high-tech, busy dental offices need, the platform still does not meet our requirements. As a result, it has not been a viable solution for us. Until our contract with DI expires, we will continue to rely on the three other platforms that currently serve us well. While most of DI's analytic capabilities are commendable, the overall inefficiency, lack of promised features, inadequate support make it unsuitable for our practice. We hope DI takes these issues seriously and makes the necessary improvements to better serve their clients in the future. Naz Amini CitiDent

I had my training with Amanda. She did an amazing job. She made things easy to understand and showed how they would relate to my practice. I love the insurance verification tool. We spend so much time verifying and updating insurances. This has cut that time in half and it's so easy anyone can use it. Great job.

Jodi from DI has been absolutely incredible to work with in my tenure at Evident Alliance. She has always jumped in to help us figure out best practices for our offices as well as utilize all the reporting and create our own score boards to share with our teams.