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dental care innovation 

 

Lumino was looking for a new, innovative technology solution to aid revenue growth, reduce costs and improve customer experience and loyalty.


Project Snapshot

Lumino The Dentists

Location:
Auckland, New Zealand

Industry:
Health & Social Care

Project Challenges

Disconnected systems, non-scalable manual processes and a disjointed view of the customer. No automated back-end financial systems integration.

The Solution

Created a scalable, integrated digital solution unique to Lumino using best practice development lifecycle management.

Results

Rich customer experience where patient can see their full record, easy mass personalisation, single sign-on, multi-device/channel access and integrated billing.

Download case study

Lumino The Dentists

The opportunity

With the customer in mind, the team at Abano conceived the Lumino Dental Plan, a ‘dentistry as a service’ concept providing a much more proactive and affordable offering. The company’s fail-fast philosophy for innovation projects enabled them to pilot the idea with a small group of practices.

In 2016, for less than a $1 a day, they started to offer patients a comprehensive dental consultation, including an exam, x-rays, two hygiene visits and 10% off any additional treatments, payable as a monthly subscription, or annually with discount of up to 30% off RRP.

The proof of concept proved to be hugely successful, with over 8,000 patients signing up for the LDP over a two-year period. Not only this, further analysis showed that customers once signed up 

to the plan were typically accepting further treatments, outside of the initial plan, having built up trust and an understanding of the benefit of treatment versus perception of high cost.

Abano validated the concept, proving much greater customer engagement and improved business benefits and forecasting.

However, as the numbers grew the manual system was not scalable and there was no automated back-end financial systems integration to allow for the Dental Plan solution to be rolled out to all of its dental practices.

Wanting to expand the solution to Lumino’s 123 New Zealand practices and thousands of patients nationwide, Intergen was selected and engaged to create a scalable, integrated digital solution unique to Lumino.

"...a solution which uses best practice development lifecycle management, with automated deployment of software updates across the various environments."

— Peter Radich, CIO, Abano Healthcare Group

The result

The solution delivers a rich customer experience: a patient can see all their details, including last visit, treatments already performed, treatments available and treatments done, as well as any financial transactions. Patients can also select and book treatments through their portal. Other features now available to the company include mass personalisation, simple sign-on and multi-device/channel access and integrated billing.

In due course, an AI-driven engine will recommend dental services appropriate to individual patients, such as straightening or whitening.

Patient feedback is very positive, citing the LDP as the vehicle that got them back into regular dental maintenance after a long period of absence from the dentist, and helping to buck the trend of New Zealand’s poor dental health.

CIO Peter Radich says Intergen has created a solution which uses best practice development lifecycle management, with automated deployment of software updates across the
various environments.

Utilising Microsoft tools for DevOps has two major benefits, enabling both rapid extension of the LDP solution to new dental practices and, when updates are made to the solution (including the future introductions of new subscriptions for additional products and services), it is a straightforward process.

Intergen has engineered the system with diagnostic capabilities and trained Lumino’s team on the Enterprise Service Bus to self-solve issues. Radich simply calls it ‘The Magic Bus’. Since the solution started its phased go-live in October 2018, a further 3,200 patients have signed up to the LDP, by word of mouth alone.

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