Bringing Smiles to Your Doorstep: Delivering Exceptional Care with Last-Mile Efficiency

Dental care is an often overlooked part of healthcare, and while oral diseases are largely preventable, they continue to be a significant health concern for individuals and communities worldwide, impacting them throughout their lifetime.

In fact, the most prevalent health condition worldwide, according to the Global Burden of Disease 2019, is untreated tooth decay in permanent teeth. And most low- and middle-income countries do not have sufficient services available to prevent and treat oral health conditions.

Free and fair diagnoses

Dezy is on a mission to change this. Launched in 2019 as a tech-enabled dental care chain, Dezy has been dedicated to providing accessible, affordable, and top-quality dental services in India and the Gulf Cooperation Council (GCC).

They’re dedicated to providing free and fair diagnoses and a truly personalized experience, right from pre-purchase consultation to a robust post-purchase confidence with their experts and solutions. With time they have also ventured deeper into the cosmetic dentistry market, which is slowly gaining popularity in the country. At the moment, they sell dental aligners and implants along with the regular dental services.

A question of logistics

Aligners require a complete 3D scan of the customer’s teeth. For this, the customer either needs to book an appointment and visit the clinic or a representative from Dezy has to make a visit to the customer’s home with a dental scanner. The doctor also needs to visit the patient once to plan the treatment. Once the final product is manufactured, it needs to be sent to the customers again.

Before Locus came into the picture, all of these operations were being carried out manually. Dezy had a small fleet of doctors and used a simple calendar app to inform their doctors of upcoming bookings. So any time a person had to book an appointment, a salesperson would coordinate with the operations person to check which doctor was available in which zone. There was no process of self-booking either, so the customer could only submit a lead on the website.

Route planning was the biggest challenge. The operations person was struggling since he didn’t have a weekly review of the calendar and could not decide on which doctor to choose and the right sequence of visits. The process of assigning was also being carried out randomly and the team didn’t have visibility on how these decisions were being made.

How Locus drove value for Dezy

Initially, Dezy did reach out to some other last-mile logistics tech players, but overtime discovered that Locus’ logistics solution suited them perfectly. The slot management solution was particularly helpful. Before adopting the solution, the operations team had to manage appointment bookings manually which was not optimized and affected the SLA and customer experience.

Locus has helped Dezy save several man hours. Dezy previously had dedicated personnel who would coordinate with doctors and inform customers of any changes. But now, they just need to maintain a daily roster in the system that is pushed to the customers’ system via API integrations. Manual assignment level decision-making has been completely eliminated and such interventions are only reserved for special cases.

The rescheduling process also changed significantly for Dezy. Information wasn’t reaching the customer in real time because they were dependent on the operations person to relay it to the customers. Locus’ Slot Management APIs allowed the salesperson to see if doctors were available and in case any immediate bookings needed to be done.

The logistics of delivering dental care, especially for aligners and implants, can be challenging. By streamlining its last-mile logistics processes, Locus has helped Dezy accessible, affordable and top-quality services to individuals and communities, eliminating the need for manual coordination and decision-making.