Dentist SOS

If you didn’t get the official letter from Softdent that explained why you had to wait over 2-3 hours on hold a few weeks ago here it is again.

Dear Valued Customer/Dr. ___________:

We appreciate the opportunity to serve you and your practice. We recently sent you an update (or you performed a web update) to your SoftDent software, which included industry mandated changes required to support the National Provider ID (NPI) number, which allows you to file insurance claims with the NPI number. To ensure that all of our customers had this new industry requirement available to them, we implemented an aggressive distribution plan for the new software and sent a mass mailing to all of our SoftDent customers who had not yet received version 12.0

We realize that you may have had some questions regarding this software update and may have contacted our Technical Support Department to have your concerns addressed. As the volume of calls to our support lines increased in the recent weeks due to this software update, we want to apologize if there has been a delay in our response to you. . Our Support Professionals are working as quickly as possible to answer clients’ questions and address any issues or concerns that you may have. We hope this has not caused you any inconvenience. We appreciate your patience while we help all of our customers work through this change. Once this is completed, our call volume should return to normal levels.

Once again, we are grateful for the trust you place in us and are committed to providing you the service you have come to expect from us.

Thank you for your understanding.

Sincerely,

SoftDent Support Team
PracticeWorks, Inc.

What you don’t know is that Softdent is going out of their way to correct this problem and have hired extra staff to field your calls. They were honestly taken by surprise with the NPI issue. Things will get back to normal and most of the issues with the new 12.0 software will be corrected in due time. The latest version of sofdent software version 12.04 is available via web update. If you still don’t have the internet or fast access internet you can request a CD be shipped to you.
You should also ask to get a call back with a tracking number just to make sure it will get to your current address.

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