Named Most Valuable Response by a Customer Service Team, Kleer Emerged as a COVID-19 Thought Leader to Help the Dental Industry
WAYNE, Pa. – February 1, 2021 – Kleer, the leader in subscription dentistry, was presented with a Silver Stevie® Award in the Most Valuable Response by a Customer Service Team category in the 15th annual Stevie Awards for Sales & Customer Service. Winners were selected from over 2,300 nominations from organizations of all sizes and in virtually every industry, in 51 nations.
Kleer was recognized for its fast, large-scale response after dentistry came to a halt in March 2020 due to COVID-19, causing dental practices nationwide to close their doors for an average of 8 weeks. By the third week of April 2020, approximately 90% of dental practices nationwide were closed. Rather than sit on the sidelines, Kleer saw the crisis as an opportunity to help dental practices who were in desperate need of information and support.
To help dental practices during the shutdown, Kleer started by launching a “COVID-19 hub” which housed resources—blogs, articles, videos and ebooks—all containing strategies to “bounce back” from the crisis; it garnered over 5K+ views. Dentists were also searching for virtual learning opportunities, so Kleer leveraged partnerships with industry experts such as ACT Dental, Midway Education, and My Social Practice to host 15 webinars within 30 days on topics like “The New Norm” and “Showing Empathy to Patients.”
During this time, Kleer’s customers were reaching out at double their normal rate, seeking guidance while their offices were closed. To help, Kleer extended support hours from 8AM-5PM to 7AM-9PM and quadrupled communications, sending weekly emails containing news and resources. Additionally, since patients could no longer visit their dentist, Kleer enabled patients and dental practices to pause subscription payments until offices re-opened. The team worked tirelessly for two weeks to (1) manually pause subscriptions for over 700 patients, and (2) build a feature that made it easy for a patient or practice to pause subscriptions automatically. The decision to pause patient subscriptions was a major departure from the industry norm as dental insurance companies continued to collect premium payments from employers and patients even though they could not get dental care.
Lastly, dental practice demand for Kleer membership plans tripled. As a result, the Kleer business development team who previously averaged three demonstrations of the product per day, per person, worked 10-12 hours per day to complete an average of nine demos daily. The flood of new customers also required an around-the-clock commitment to host dental practice consultations and training.
“I am immensely proud of our entire team and what we were able to accomplish in response to the COVID-19 pandemic”, said Kleer CEO Dave Monahan. “It was a bit like walking a tightrope blindfolded, but we all managed to rise to the occasion when our customers and their patients needed us most. Many of our customers thanked us for the support and resources we provided not only to get them through the crisis, but to prepare them for when they reopened.”
This is Kleer’s second Stevie® Award. Vice President of Customer Success, Dianna McHugh, was named Woman of the Year in Customer Service at the 14th Annual Stevie Awards for Sales & Customer Service last year.
All Stevie® Award winners will be recognized during a virtual awards ceremony on April 14, 2021.
About The Stevie® Awards
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®. Winners will be recognized during a virtual awards ceremony on April 14. Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/Sales.
Kleer, the leader in subscription dental membership plans, is on a mission to liberate dental care. Its advanced, cloud-based platform allows dentists to reclaim control of the dental marketplace from insurance companies by offering membership plans directly to patients and employers. With Kleer, dentists can grow their practices, expand access to care and provide patients the highest level of care. Patients and employees get better, more affordable care without all the hassles and costs of traditional dental insurance. To learn more, visit www.kleer.com.
VP, Marketing for Kleer