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What kind of “Customer Experience” should our customers expect from Dentsply Sirona?
Maintaining a close relationship to the customer is a core value of Dentsply Sirona’s daily business. In this edition of Spotlight employees from Europe, Asia and South America have given their statements. Please submit your questions for future editions to: corporatecommunications@dentsplysirona.com
Perm Pohar, Director Sales Canada, Woodbridge, Canada
The customer experience needs to encompass the concept of ‘customer first’ at every touch point with the customer – sales, customer service, finance, logistics within Dentsply Sirona divisions, such as Implants. This experience can be further strengthened utilizing the entire Dentsply Sirona Company. This would be through workflow solutions where the customer could potentially use items from many divisions. To make this experience meaningful requires seamless support and communication intra-company. This will enhance the customer experience and further strengthen loyalty and long-term relationships with Dentsply Sirona.
Karin Horvallius, Project Manager & Coordinator Portfolio & Project Management Office, Mölndal, Sweden
The Dentsply Sirona Implants SBU offer includes three implant systems, digital planning, regenerative and restorative solutions as well as educational programs and business development, all backed by sound science. For me, it is important that our customers experience that we always try to help them in any way we can. They should feel that we listen to and fully understand their needs, and that our solutions, experience and support meet their demands. Our customers must experience that it is easy to get in contact with us and get the help they need, as fast as they need it.
Jörg Erxleben, R&D Manager, Pirassununga, Brazil
In the first place, our customers expect to generate value when they look for Dentsply Sirona products. Reading a positive review or hearing something nice about the product is a good start. Offering complete solutions related to the product of interest will raise the value. On top of that is the social value for the patients augmented by Dentsply Sirona social projects all over the world. Feeling good and generating the greatest economic and social value through the purchase and use of Dentsply Sirona products is the “Customer Experience” we should offer our customers.
Hans Wilmink, Senior Manager Marketing, Benelux, Netherlands
As the Dental Solutions Company we are delivering premium quality products, equipment, and treatment concepts to dental professionals. In current times of heavy competition, we have to make sure that we distinguish our company clearly from other companies. Therefore customer experiences should be of high quality in all moments of contact with our company and our people. Whether it is an area manager, customer support, our website, products they are using or when visiting one of our numerous customer facing events, customers should always experience the same premium quality in order to make and keep Dentsply Sirona as their preferred partner for their daily practices. Every day my team and myself are doing our utmost to give our customers that premium quality experience.
Maciej Sochacki, Regional Sales Manager, Warsaw, Poland
There are many aspects of “Customer Experience.” Education, quality of the products, level of the service, delivery on time - all of these are extremely important. However, I believe it is just a solid foundation upon which we can start to build good relationships with our customers.
As a market leader we should be a true partner for our customers - that means to really understand their daily business and needs, and answer not only with particular products but with solutions and treatment concepts which make their work better, safer and faster.
Maria Corazon Calma, Customer Services Manager Materials & Purchasing, Makati City, Philippines
Our customers should expect the best and a satisfaction guaranteed experience from Dentsply Sirona; from the premium benefits of its wide range of products to customer-oriented after sales service. I’m proud to be a part of the Dentsply Sirona Team!
Catherine McGillivray, Director, North America HR Operations, Human Resources, York
Think of a company with which you recently had a positive customer experience. Was it a result of just the individual you spoke with, was it the product or how it was delivered? Probably, it was all aspects of the experience and not just one part. If one aspect was not good the overall experience may not have been positive. That is why I believe that customer experience is everyone’s job! The heart of a great customer experience is a reflection of the pride of how each employee does his/her job. The responsibility for customer experience is that of the employees’ who speak or meet with the customer as well as everyone who touches any point in the product and or service life cycle; research, development, sourcing, build, test, packages, shipping, delivery, as well as those who support the employees. These are all brand ambassadors of Dentsply Sirona. Our customers’ experience should reflect how we would want our expectations met
If you have ideas for questions to ask in future editions, please submit your ideas to: corporatecommunications@dentsplysirona.com