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iDental 1.8 — From CRM to CDP

In 2022 – 2023, iDental was rolled out to many more clinics and uncovered a great many issues from day-to-day operations. That shifted the product's goal: no longer just a CRM (customer relationship management) tool, but a CDP — a customer data platform that lets customers interact more with the clinic right through the software. All of it shipped in iDental 1.8.

Built around clinic staff​

The spirit of this period: staff should be best at their own specialty, and leave all the reporting to the software. The software focused on how staff work every day, so they can spend their time on customers instead of compiling figures.

Customer communication channels​

  • Call centre — telephone systems from various providers connected to the software.
  • Zalo ZNS — notification messages sent to customers via Zalo.
  • Zalo OA — the clinic's official Zalo account.
  • SMS brandname — SMS messages that show the clinic's brand name.

Every team shares the same customer picture​

This was the moment for 100% of clinic staff to use the software whenever they deal with a customer:

  • Every point of contact with a customer is recorded.
  • When one team works with a customer, every other team knows about it — no more each department holding its own piece of the story.

Who it was for​

All clinic staff — from reception, sales and marketing to customer care — and managers who need reports.

Platform​

The interface was upgraded to Angular 14, together with PrimeNG 14 — for a smoother experience. The server remained Yii2 (REST API) and the database MySQL 8.0.