A new service platform for
dental practices and technicians

Client request

Arseus Dental is a leading supplier of dental practice equipment in the Netherlands, including service and maintenance. When their legacy ERP system was phased out and the transition to SAP began, they needed a new digital service platform. The goal: a modern replacement for the existing E-Help system with improved functionality, ease of use and mobile accessibility for both dental professionals and field technicians.

Process

We started with a detailed analysis of the current E-Help platform. How did the ticket flows work? Which fields were unnecessary? Where did users get stuck? Based on interviews, data analysis and real-life feedback, we defined key functional and UX improvements. One major challenge was to create a platform that was equally intuitive for dentists in the practice and technicians on the road. Responsive design, minimal input fields, clear statuses and smart prioritization of urgent requests formed the foundation.

Solution

The new Arseus Dental E-Help platform was built to support fast, reliable and accessible service handling on both desktop and mobile devices:

• Simplified ticket creation: users can log service issues in just a few clicks, using only the necessary fields.

• Escalation option: tickets can be marked as urgent so technicians can prioritize critical situations.

• Mobile access for technicians: field staff can view, update and close tickets in real time via smartphone or tablet.

• Optimized UX: the platform is responsive, clearly structured and tailored to different user roles including practice, service and admin.

• Smart data management: linked with SAP, the platform tracks chairs, users and service history per location and per installation.

Result

Since launch, the new platform has been widely used with high satisfaction among both Arseus Dental teams and dental practices:

• 2,362 active users

• 9,470 tickets completed, including 228 escalations

• 331 dental chairs registered

• 332 user accounts managed by dental practices

• 5,720 tickets processed since the initial phase

• Mobile response significantly improved, fewer errors and faster processing

This new platform gives Arseus Dental full control over the entire service process from intake to resolution. A digital tool that reflects their level of service: professional, proactive and seamless.