Cumberland Valley Selects Kleer for its Reliable Platform and World Class Support
Cumberland Valley Selects Kleer for its Comprehensive, Reliable Platform and Dedicated, World Class Support
About Cumberland Valley
Cumberland Valley Dental Care is a one location, three dentist practice located in Chambersburg, Pennsylvania. The practice is dedicated to providing comprehensive dental care to all ages and strives to help patients have a healthy mouth that supports their overall well-being. Patients consider the dental team to be friendly and courteous because they take extra time to get to know patients and their specific needs. They are also known for creating fun and educational patient experiences for the families that they treat.
Challenge
Offering a membership plan solution to its patients was not a new concept to Cumberland Valley Dental Care. They understood the value of a membership plan for their practice and patients and had been running one with Boomcloud for two years. However, they were very unhappy with their experience and results. The Boomcloud platform was unreliable and support was limited and slow. As a result, Cumberland Valley’s patients were upset, the Cumberland Valley team was frustrated, and the practice was not reaching its goals.
Here are some examples of the pain points Cumberland Valley’s team endured:
- There were frequent patient billing errors which resulted in patient complaints and wasted staff time taking patient calls and following up.
- Support response times were very slow, and they typically waited days for a response. This created frustrations for both the Cumberland Valley team and their patients.
- The Cumberland Valley team did not have access to the information they needed to respond quickly to patients on their own. The lack of information gave them little control when it came to finding resolutions for their repeated billing issues.
- Boomcloud did not provide support or advice on how to grow their membership. As a result, Cumberland Valley enrolled just 14% of their uninsured patients over 2 years. This was far from the typical goal of 75% with Kleer customers.
Cumberland Valley needed a more advanced, comprehensive, and reliable membership plan platform. One that offered a great patient experience, access to information they needed to support patients, and an expert and available support team that was attentive to their practice and patients’ needs.
Solution
Cumberland Valley chose Kleer because it offered a comprehensive solution and was well known in the industry as the leading membership plan platform with world-class support. The Kleer platform is reliable, well-managed, and constantly being updated based on customer feedback. Kleer quickly resolved the billing issues and support frustrations the practice previously experienced while drastically improving the patient experience. Cumberland Valley was also pleased to get access to resources they didn’t have before: a membership plan design and fee consultation, onboard training, free marketing materials, membership growth support, fast response times, and personal, Kleer Success Team check-ins. As a partner, Kleer truly cared about the success of their membership plan and backed it up with the resources and tools needed to make it happen.
Membership Plan Details
- Cumberland Valley offers three dental care plans customized to fit their patients’ needs. Each includes preventive care, emergency exams, and discounts off other treatment. The plans include:
- Child Complete for patients 12 and younger
- Adult Complete for patients 13 and older, and
- Perio for patients with Periodontal disease
- A 25% discount off non-preventive procedures so patients can take advantage of cost-savings for additional recommended treatment
- A 10% subscription discount for any additional family member(s) added to a membership
Results
The Cumberland Valley team has a reliable and comprehensive solution that meets the needs of their patients and team. They are in control, having access to the information, tools, and people they need to support their patients and make the plan successful. They enjoy direct access to the Kleer Success Team, even at a moment’s notice. And they find Kleer marketing tools, growth resources, and team outreach to be invaluable as they grow their membership and meet their member goals.
Cumberland Valley has been active on the Kleer Platform since November 2018 and is adding new members at an accelerated pace. They added 120 new members in 7 months and expect to reach their member goal in only one year.
We couldn’t be happier with our decision to join the Kleer platform. From designing our plan and launching it to our patients, to helping us grow our membership, they have been with us every step of the way. They call and e-mail just often enough to let us know that they are there if we need them. The click-to-chat feature within the portal has been extremely helpful. They are definitely committed to our success after the sale and are not a group that once they gain your business, forget you are there. Kleer was one of the best decisions we’ve made to help us offer our uninsured and under-insured patients the affordable care they deserve and desire. I would strongly recommend Kleer if you are considering an in-house-membership plan.
-Kathy, Office Manager, Cumberland Valley Dental Care
