Thursday, January 8, 2015

BC Family Day Office Closure, 2015 Fee Guides, New Phone System, and More


ClearDent Live Support will be closed on February 9, 2015. Emergency line will still be open on that day.

Season's Greetings from Andrej

Dear Valued ClearDent Customers,

My name is Andrej Koudlai, and I am the Tier 1 Customer Support Team Lead at ClearDent I hope that you had a wonderful holiday season, and a great 2015!

I would also like to take this opportunity to introduce myself and inform you on some new features with our new phone system that I have developed.

About Myself

I joined ClearDent in December 2008 and have over 10 years experiences in Technical Support and Customer Service, complemented by 2 years of software development. Working together with my team, I will contribute my best efforts towards new innovative ideas and overall improvement in our service. My main objective is to increase the satisfaction of all our customers.

New Phone System Features

As some of you may have already noticed, we have introduced a new Callback Service. The goal of this system is to allow caller to avoid waiting for an answer while on hold. Here is how the system works:

  1. Dial our toll-free number: 1-866-253-2748
  2. Press 2 on your touch-tone phone for Support.
  3. Press 0 to access our NEW Callback Service anytime during your on-hold.
  4. The Callback Service will ask you for the phone number that you wish to receive the callback.
  5. Your phone number and the time of the call will be registered, and you will automatically receive a callback from our phone system in a priority sequence.
  6. Once you receive the callback, you may hear the on-hold music again when you pick up. This means that your call is now first in the queue, and will be answered as soon as the next support agent is available.
* Automatic callback does not work if you have extensions in your phone number.

New 2015 Fee Guide Update

Reminder: Fee guides are available for the provinces of Alberta, Saskatchewan, Manitoba, and Ontario, you can download the new fee guide on our website by clicking here. To help you update the fee guide effortlessly and quickly, we have created two 3 minutes video to walk you through the steps.

Fee guides for other provinces are expected to come to us from the provincial dental associations in the next two weeks.

Support Twitter Handle

Are you on Twitter? ClearDent support is on Twitter, and unlike ClearDent's official Twitter, the support Twitter is strictly about events that may impact your ClearDent operations such as when ITRANS/CDAnet is experiencing technical difficulties.

As well, you can use Twitter instead of Email to reach us*! We sincerely invite you to follow us on Twitter, and from now until March 2015, your follow will give your practice a chance to win a lunch on us (up to $100, including tax and gratuity) each month.

* Standard 2-business day window response time for non-phone based contact applies.


If you have further questions with regards to the content in this email, or need assistance with regards to ClearDent in your practice, please feel free to In addition to personally monitoring this email, I also have two trusted colleagues, Gary and Henry, to look after your inquiries via this email or Twitter.

Of course, you can also reach us at 1-866-253-2748, extension 2 at any time.

Gary Chiang
Director of Support
Henry Cheng
Tier 2 Customer Support Team Lead

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