As a tech guy and tech lover, huge pieces of my life are dependent on technology. My life is frequently centered around screens, LEDs, beeps, and clicks. Probably more than most, some type of service outage can wreak havoc on what I do and my way of life.
However, I also know that we live in an imperfect world. There is no way a life cannot be interrupted by an unexpected change or problem. I recently dislocated the fifth finger on my right had and have been going to physical therapy a lot lately. Earlier this week I arrived for my appointment at the clinic, only to find that "our system is down' and none of the employees knew what patients were scheduled or when they would arrive. I've suffered a similar outage in my own office twice and it can be never wracking. Many of you who read this blog are probably clients of Dental Intelligence. In the company's own words:
"Dental Intelligence is the only end-to-end practice performance solution in the dental market. We help practices increase production, number of visits, and collections while decreasing overhead using actionable insights and automation."
Dental Intelligence is massively important to many practices. The system takes all of the numbers of a practice and gives amazingly detailed analytics. Most users become quickly hooked on those analytics and come to depend on it. Those same offices often use DI during "morning huddles" as they organize their scheduled day. Yesterday, there was an outage of Dental Intelligence, and today they took responsibility, owned the problem, and explained what happened:
Yesterday morning, you may have experienced a disruption to your Engagement tools. We understand how important those morning hours are to your practice, and we sincerely apologize for the inconvenience a service interruption must have caused.
Our team resolved the issue within a few hours, but you deserve an explanation as to what occurred, and what we’re doing to prevent it from happening again. Here’s the short version:
Early on the morning of March 18th, we experienced an unexpected spike in system activity due to a high volume of data from a third-party integration. This unprecedented demand placed excessive load on a portion of our system responsible for processing Engagement activity.
In response, our team quickly identified the issue, redirected every Engineer to the problem, and restored functionality to all affected system components by 10:25 UTC.
All systems are now fully operational. If you would like a more detailed technical explanation, visit the status page by clicking this link.
Moving forward, we’re committing to the following:
We’re investing in additional monitoring systems to proactively prohibit outages and ensure faster detection
We’re enhancing our communication processes to keep you better informed, faster
We’re adding more technical resources and systems to solve issues at greater speed
Thank you for your understanding. If you’re still experiencing problems, reach out to support@dentalintel.com.
Sincerely,
The Dental Intelligence Team
In my opinion, this is the right way to handle a problem. Admit the problem, find the solution, put things in place so that it doesn't happen again. I salute Dental Intelligence for the way they handled this. I wish more companies had this attitude.
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