Complaint about it!
The customer reports blanching in the aligners. Is this a complaint?
Yes! File a complaint.
What is the shipping sla for Byte accessories?
1-2 weeks
A customer doesn't send final check-in photos to us before ordering their final retainers when satisfied. They wear their retainers as prescribed but their teeth have shifted out of place. Are they void for not sending in final check-in photos?
Nope!
What department/team reviews all the check-in cases and determines where to send them?
Check-in Team/Treatment Planning
How long do customers have to complete an invoice?
24 hours
The customer reports they have been using the Hyperbyte for 3 times a day because the directions weren't clear. Is this a complaint?
Yes! User error that may be due to poor directions is a complaint so we can investigate the situation further.
What is the shipping sla for overcorrections and replacement aligners?
2-3 weeks
How much of a discount can agents offer customers of flat re-entry without leadership approval?
30% discount
The customer has been in Alignersshipped for 18 days and they received daytime instead of nighttime aligners. What department do we transfer to, to resolve the error?
S2 Byte Advisor
How long does the Dentist Review Stage take for refinements?
1 business day
The customer has been in their current aligners for 3 months and they cracked. Do we file a complaint?
Yes. Complaint for broken aligners
What is the sla for refinement aligners? (customer-facing)
2-4 weeks
The customer reaches out after being in retainers and reporting their teeth shifting. They confirm they have been wearing their retainers as prescribed. Are they void?
Not sure. We will collect photos to send to CST to determine the void or no void as we can't determine cause
A customer wants to purchase their first impression kit from us. What department do we transfer them to?
S1
How long do we wait to file a package claim after being told about the delay, etc.? (the order is out of SLA)
We don't wait, we file the claim the same day the issue is reported
A customer reaches out reporting mold on their stored aligners. Is this a complaint?
Yes! This is an adverse complaint
How long does it take an order to be shipped from Calexico?
7 business days
A customer stopped wearing their aligners but was able to start over again from step 1. Are they void?
Yes we still notate the void in our case wrap up notes but, we will work with what the customer has to try to get to the end of treatment
A customer reaches out in standard plan "bad impression" which department will assist this customer with a rekit?
S1 Recovery
What 4 reasons can we request a rush?
VIP customer, Treatment outcome at risk, Employee Error, System Error.
The customer's HyperByte stopped working and they did troubleshooting steps. We filed a complaint. 6 months later, the customer is having the same issue with their HyperByte. Do we file a complaint?
no we update the existing complaint
How long is the Treatment Create SLA?
5-10 business days
If a customer doesn't complete their aligner evaluation within 30 days are they void?
Yes due to non-compliance (you may still ask leadership if you think an exception is warranted)
What are insurance's phone hours of operation?
Monday-Friday From 7AM-5:30PM Mountain Standard Time
Name Byte's Core Values
Start with the customer
innovate thoughtfully
Bias for action
All for one
Enjoy the ride