Smile Direct Club Unveils Updates to Customer Experience
March 12 2020 - 9:36AM
SmileDirectClub (Nasdaq: SDC), the oral care company that created
the first direct-to-consumer telehealth platform for teeth
straightening, today unveiled updates to its customer experience to
ensure greater transparency of its procedures for its club members
and provide effective training for its team members. The Company
conducted a thorough review of its customer experience with the
single mission to uphold the company’s commitment to safe,
affordable access to care. As a result, the following improvements
have been made:
Pre-Screening Requirements:
SmileDirectClub is adjusting its customer consent form to ensure
customers understand the need to verify that they have visited a
dentist within six months of starting treatment with
SmileDirectClub and have not reported any pain or other clinical
concerns specific to their oral health. A prior visit to a dentist
is an important part of any good oral health program, and has
always been a requirement to begin treatment with
SmileDirectClub.
SmileShop Training: SmileShop
team members have received additional training to ensure
consistent, clear and effective communication with customers
regarding teledentistry and SmileDirectClub’s consent form.
Although many of SmileDirectClub’s SmileGuides are dental
assistants and hygienists, when they are in the SmileShops they are
not engaged in that capacity, do not practice dentistry and are not
able to answer clinical questions about clear aligner therapy or
treatment plans. SmileGuides provide general information about
SmileDirectClub and its teledentistry platform and the SmilePay
program, as well as gather patient information for subsequent
review, assessment and diagnosis by one of the more than 250
dentists and orthodontists in the affiliated doctor network. Should
customers wish to speak to a dentist or orthodontist in the
network, SmileGuides may provide information on how to do so. This
training is being rolled out across all shops, and is a mandatory
part of the onboarding process for all new SmileShop team
members.
Communication with Treatment Team and
Doctors: Since its founding, every SmileDirectClub
customer’s treatment is prescribed and overseen by a dentist or
orthodontist licensed to practice in the state of the customer.
Each customer will receive the name and contact information of
their treating dentist or orthodontist, upon the approval of the
treatment plan, making staying connected throughout treatment
simple. In addition, SmileDirectClub will provide a dedicated email
and phone number for any customer who wishes to speak with an
affiliated dentist or orthodontist prior to starting their smile
journey.
Simplified Refunds:
SmileDirectClub is improving its refund timelines and making its
refund policy clearer. SmileDirectClub’s Smile Guarantee continues
to offer a full refund without questions or conditions for any
reason within 30 days of receiving aligners. Customers who seek a
refund outside of the Smile Guarantee window may receive a partial
refund for any unused aligners. SmileDirectClub’s customer service
team will continue to work with any customer to offer additional
refinements or referral to a brick and mortar practice for
follow-up.
Automating Manufacturing: The
Company has automated its manufacturing lines to significantly
reduce delivery and shipping timelines for both new orders and
mid-course corrections and retainers. While SmileDirectClub
has a 95% satisfaction rate, the company has grown quickly and that
has resulted in complaints from customers regarding shipping time.
The shift to automated manufacturing is intended to address this
concern and SmileDirectClub has made significant progress in
reducing shipping time. Later this year, the company will expand
its manufacturing capabilities with the opening of its second
facility in Kyle, Texas which will reduce shipping time even
further.
Insurance Coverage:
SmileDirectClub’s clear aligner therapy is already offered
in-network for adult orthodontia treatment in some corporate plans
provided by United Healthcare and Aetna. SmileDirectClub is
committed to expanding access to affordable, premium oral care
products and will continue to seek additional network partners to
join in this mission. Additionally, customers may use HSA and FSA
funds to purchase clear aligner therapy through
SmileDirectClub.
“We are a mission-driven, customer-first
business, and we are taking every step necessary to ensure that all
of our club members receive the care and experience they deserve,”
said David Katzman, Chief Executive Officer, SmileDirectClub.
“As the leader in the teledentistry space, we are constantly
evaluating our processes and listening to all feedback in order to
ensure our customers receive a positive experience that delivers on
our mission to provide affordable, convenient access to care. In a
time when the convenience and safety of telehealth is increasingly
critical, we are focused on ensuring a safe and effective option
for consumers.”
About SmileDirectClub
SmileDirectClub, Inc. (Nasdaq: SDC) (“SmileDirectClub”) is an oral
care company and creator of the first direct-to-consumer medtech
platform for teeth straightening, now also offered directly via
dentist and orthodontists’ offices. Through our cutting-edge
teledentistry technology and vertically integrated model, we are
revolutionizing the oral care industry, from clear aligner therapy
to our affordable, premium oral care product line.
SmileDirectClub’s mission is to democratize access to affordable
and convenient care, unleashing the power of a person’s smile to
positively impact their place in the world. SmileDirectClub is
headquartered in Nashville, Tennessee and operates in the U.S.,
Canada, Australia, New Zealand, United Kingdom, Ireland, Germany
and Hong Kong. For more information, please
visit SmileDirectClub.com.
Contact: SmileDirectClub Media
Relations: Press@SmileDirectClub.com
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