Case Study: Heartland Dental empowers 1,600+ offices with confidence using ProcedureFlow

Improving the agent experience by aligning processes

Heartland Dental, which supports more than 1,600 dental offices through its Patient Services Center, needed a better way to equip agents with consistent, up-to-date information. Its training materials were scattered across documents, videos, and infographics, making it hard for new hires and remote agents to find the right process steps quickly and deliver confident patient care. ProcedureFlow helped address this challenge with a centralized process platform.

ProcedureFlow implemented a single source of truth for all contact scenarios, giving every agent access to standardized workflows and instant updates when processes changed. This improved training, reduced confusion between tenured staff and new hires, and helped teams align without in-office retraining. As a result, Heartland Dental reported greater confidence, faster ramp-up for new hires, and a more united front across its department.

Heartland Dental

Meghan Wahl

Training and Development Manager