Why “Call Me When It Breaks” IT Is Not Ideal for Dental Practices

Today’s guest post is from Bryan Currier, CEO of Advantage Technologies – Enjoy!

Things were very different in 1999 when Advantage Technologies opened its doors.

Star Wars Episode I had just been released. Who Wants To Be A Millionaire was the #1 show on television, and Cher was asking people to Believe. It was also the start of a major move in technology for dental practices.

There was a shift towards computerizing the front desk. Practices were trading in their appointment book for a computer. Granted the computer looked like something out of the Apollo 11 mission, but things were changing. There was a lot of promise to the efficiency that could be gained by utilizing technology and the practice management applications. The early adopters had already done so in the 80’s and 90’s, but it was now becoming main stream.

Back then IT support was pretty simple. If the computer died, it wasn’t the end of the world. Inconvenient, yes. But not a catastrophe. You may have had to check a patient out the old way. It was annoying, but not a showstopper.

Today, when a system goes down, it affects patient care. That’s a real problem. If the computer broke, you called (or paged) the IT guy, who would get to it as quick as he could get there. That was the norm. There were basically two questions that were asked in that time. “How quickly can you get onsite when things go down” and “How much do you charge per hour”?  For the next ten years, this was the model in dentistry, and IT as a whole.

However, starting around 2009, two key factors changed. First, the integration of digital charting, imaging, scheduling, and billing made practices efficient. In turn, practices became critically dependent on IT. Second, connectivity changed the way we function. The internet gave us the opportunity to stay connected. As a result, so many more things are possible now to help manage and secure IT that did not exist just a few years ago.

Managed Service Providers

Because of the dependence of practices on IT and the availability of new tools, a new model quickly evolved in IT. It’s called “Managed Services”. The concept is simple. At the most basic level, a managed services provider (MSP) monitors and maintains a client’s IT system on a regular basis and charges a monthly fee for the service. So, simply put, each practice has their own outsourced “IT Department” that handles the day to day management of the entire IT system.  Servers, workstations, backups, tablets, sensors, cameras, software, e-mail, everything IT related. Rather than waiting for stuff to break, an MSP can be proactive and keep things from breaking in the first place. The whole paradigm of IT management shifted from reactive to proactive.

There are tremendous benefits to having managed IT versus the old “break/fix” model. Here are just a few…

1. Predictable, Lower Costs - Managed services is based on a fixed monthly payment.  It’s predictable and efficient.  Because systems are proactively managed, the likelihood of a crash is significantly lower. That means that the unforeseen bill for a new server is less likely. Also, if a server is starting to run out of space, an MSP will know weeks in advance, schedule appropriate action, and have virtually no impact on a practice. By knowing what investments need to made in advance you can budget accordingly. The downtime due to something breaking is replaced with daily monitoring at the MSP’s operations center, with no variable cost.

2. Remote Management - Managed services agreements include things like automated backups, anti-virus, security updates, and remote support for your questions. Really, all the items that you need from an IT standpoint. That means better monitoring and better management of your IT systems.

3. Aligned Values - With a managed services model, the goal is the same as yours – keep your IT running smoothly, do whatever it takes to minimize downtime.  The MSP business model only works when customers systems are managed and run smoothly.  In a break/fix model, the IT company only makes money when things break, because that’s when you call them.  This concept begs the question: "Who is going to work harder to make sure that things don’t break in the first place?" Remember, MSPs don’t make money when things break.

4. General Financial Aspects - Practices are turning to MSPs because of two secondary financial considerations. First, practices notice an improvement in employees’ productivity because they can use tools more effectively. Second, practices are using new technology to improve patient care and overall patient satisfaction, which in turn increases revenue. All practices strive to have more productive employees, happy patients, and increased revenue. With an MSP your IT system can actually help you achieve success.

Managed Service Agreement

So what does a managed services agreement look like, and what should you expect from a managed services provider?  Basically, you need to have a clearly defined expectation of what they are going to do, and at what price.

An MSP should, at a minimum, provide you with the following:

• Local backup
• Cloud backup
• Security updates for all workstations and servers (including the subscriptions for the updates at no additional charge)
• Firewall management  (A firewall controls the incoming and outgoing network traffic.)
• Phone and remote support for your entire team for IT issues
• Proactive monitoring and alerts for all or your systems

The idea, as we stated in the beginning, is that you virtually have your own “IT Department”.  If you’re making an IT decision, your MSP should be there to help you, guide you, and execute a smooth implementation plan.  Your costs should be controlled, manageable, and predictable.  Your system should be reliable, and virtually all surprises eliminated.

The bottom line – managed services is the new standard. There are countless reasons for this, and only a few are outlined above. The days of calling someone when something breaks are long over. That’s too expensive, too unpredictable, and too unprofessional for a practice where patient care depends on reliable IT. Get an IT management company that understands dentistry, and let them properly manage your IT systems. IT should be reliable and another tool to help you deliver excellent patient care. Anything short of that is below the IT standard of care.

Bryan Currier is the CEO of Advantage Technologies, an IT company committed to delivering Hassle Free IT to dental practices. For the past 14 years, he and his team have worked with more than 1,000 practices, helping them effectively integrate computers and digital technology. Bryan is a sought after speaker at dental and IT conferences throughout the country. He has been published in the Journal of the American Association of Oral and Maxillofacial Surgeons and Doctor of Dentistry Magazine.

For more information about Bryan Currier, Advantage Technologies, and dental specific technology solutions, visit www.adv-tech.com.