How CareStack Reimagined Patient Experience at Now Care Dental

Overview

Now Care Dental, a high-volume, urgent care dental clinic in Eagan, Minnesota, faced data duplication and workflow delays due to legacy systems. To address these challenges and better serve patients in acute need, the practice set clear goals: enhance the patient intake experience, reduce administrative delays, streamline claims processing, and enable secure remote access. Driven by a commitment to faster, more reliable care, Now Care Dental aimed to modernize operations and scale effectively through a cloud-based platform.

Pre-CareStack Environment: Operational Challenges

Now Care Dental previously operated as a server-based practice, supplemented by fragmented tools for billing and patient communications. The setup created workflow inefficiencies, most notably at the front desk, where manual workflows led to delays and a poor patient intake experience.

Data inconsistencies and limited system integration caused frequent claim processing delays, while the on-premise system restricted access to patient information outside the clinic. As patient volume grew, these issues became more pronounced, hindering both responsiveness and scalability.

A modern, cloud-based solution thus became essential to improve efficiency, streamline data workflows, and deliver a better patient experience.

The CareStack Selection Journey

Every dental patient’s experience starts at the front desk, where accurate data entry shapes the entire care process. To address growing inefficiencies, Now Care Dental was seeking a cloud-based solution that prioritized patient experience and ensured operational scalability.

CareStack was selected for its patient-centric features, most notably its interactive Kiosk, which enabled self-check-in, reduced staff dependency, and improved data accuracy. Patients could create accounts and enter information while waiting, streamlining intake.

Other winning features included real-time access to records from any device, built-in data validation to catch errors early, and simplified onboarding for staff.

Implementation and Onboarding

Now Care Dental implemented CareStack at its Eagan, Minnesota location, transitioning from a server-based system to a fully cloud-native platform. The deployment followed a from-scratch (De-novo) approach, with no prior system migration, enabling a clean and structured rollout. The practice went interim live on May 21, 2019, and fully live by June 4, 2019—a swift implementation timeline that minimized disruption.

Phased Onboarding

CareStack’s onboarding team designed a phased rollout plan tailored to Now Care Dental’s operational needs. User groups—front desk, clinical, billing—received role-specific training through guided sessions and access to CareStack University, which provided flexible, self-paced learning paths.

Hands-On Support

A dedicated Customer Success Manager oversaw the onboarding process, ensuring all workflows were properly configured, from emergency scheduling to billing automation.

Cloud-Based Convenience

By moving to the cloud, the practice eliminated the maintenance burden of its former server-based system. Real-time access, automated updates, and built-in security protocols replaced costly infrastructure and IT downtime, freeing staff to focus entirely on patient care.

Post-Implementation Impact

Since adopting CareStack, Now Care Dental has seen measurable improvements across daily operations, patient experience, and team productivity which are critical factors for a high-volume, urgent care practice.

Operational Efficiency

Front desk workflows were transformed through kiosk check-ins and automated intake, significantly reducing wait times and manual entry. Staff were able to focus more on patient interactions, improving both speed and service quality.

Revenue Cycle Optimization

Streamlined insurance verification, cleaner claims submission, and automated follow-ups improved billing consistency and reduced administrative overhead, accelerating revenue realization.

Patient Experience Gains

Faster intake, real-time communication, and seamless, post-visit follow-ups contributed to improved patient satisfaction. Positive feedback and fewer front desk bottlenecks reinforced the clinic’s reputation for responsive emergency care.

IT & Cost Efficiency

By moving off their server-based system, the practice eliminated maintenance costs, reduced downtime, and gained secure, cloud-based access to patient records, simplifying IT while enhancing compliance.

Strategic Growth Enablement

CareStack positioned Now Care Dental to handle higher patient volumes without adding operational strain. With a more scalable foundation in place, the practice is better equipped to grow while maintaining its commitment to efficient, quality care.

Enterprise Value Alignment for Urgent Care Setup

Now Care Dental’s adoption of CareStack represents a strategic move towards long-term scalability and patient-centered care. With enterprise-grade features powering daily operations, the practice is positioned for future growth without added complexity.

Centralized Reporting & Analytics

Real-time, unified dashboards give leadership a clear view of performance metrics, including patient satisfaction trends, enabling smarter, faster decisions.

Security & Compliance

Built-in HIPAA compliance and secure data protocols ensure patient privacy and regulatory alignment, which are essential for urgent care.

Patient Experience Gains

Automation at check-in, reduced wait times, and streamlined communication have increased patient satisfaction and retention, reinforcing the clinic’s reputation for fast, reliable emergency care.

Scalable Infrastructure

With a foundation set for growth, Now Care Dental benefits from a platform built for multi-site growth, without compromising quality or consistency.

Looking Ahead: Future-Ready with CareStack

CareStack equips Now Care Dental with the tools to scale, adapt, and stay patient-focused. As the platform evolves, the practice is positioned to grow seamlessly, maintain efficiency, and deliver exceptional care in an increasingly digital, on-demand dental landscape.

Results that speak Enterprise

As validated by the Forrester Total Economic Impact™ Report (2023), CareStack customers are experiencing the kind of transformation most DSOs only dream about.

307%

Return on Investment Payback < 6 Months

$1.3M

Increase in Profits from fuller Patient Schedules

$280K

Saved by Consolidating Systems

$162K

Saved through Efficiency Gains and improved RCM

40%

Increase in Production over Three Years

35%

Reduction in Days Sales Outstanding

Source: A commissioned Total Economic Impact™ study conducted by Forrester Consulting on behalf of Straumann, October 2023. Results are based on a composite organization representative of interviewed customers, assumed to have 10 locations, over three years.

Ready to Scale Smarter?

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CareStack's cloud-based practice management solution gives you unparalleled ease of access to all your dental data, protected by data security laws and cutting edge technology. CareStack’s solution automates the most tedious parts of your dental workflow to ensure that you get to spend more time with the patient.