Streamlining Case Management: Best Practices for Dental Labs

Case management is the backbone of dental lab operations. Every crown, bridge, and denture passes through a series of handoffs—from clinic to intake, through production stations, to quality control, and finally shipping. When this flow runs smoothly, labs deliver on time, clinics stay happy, and technicians focus on craftsmanship rather than chasing paperwork.

When it doesn’t, everything suffers.

The Case Management Challenge

Dental labs face unique case management complexities:

• Variable case types: From simple single-unit crowns to complex full-arch implant cases, each requiring different workflows
• Custom specifications: Every case has unique requirements—shade, material, implant system, and clinical preferences
• Multiple stakeholders: Technicians, quality control, account managers, and clinic contacts all need visibility
• Tight timelines: Due dates are often non-negotiable, especially for scheduled patient appointments

Traditional paper-based systems buckle under these demands. Case tickets get lost, specifications are miscommunicated, and status updates require time-consuming phone calls.

Digital vs. Paper-Based Tracking

The Paper Problem

Paper case management typically involves:

• Physical prescription forms attached to cases
• Routing slips that follow work through the lab
• Wall boards or physical bins for scheduling
• Phone calls and faxes for clinic communication

This approach has worked for decades, but its limitations become stark as labs grow:

• Search and retrieval: Finding a specific case among hundreds requires physical searching
• Status updates: Knowing where a case stands means walking the floor
• Historical data: Past case details live in filing cabinets, difficult to analyze or reference
• Communication delays: Every question requires a phone call, interrupting both lab and clinic staff

The Digital Advantage

Digital case management transforms these pain points:

• Instant search: Find any case by number, clinic, patient, or specification in seconds
• Real-time status: Every stakeholder sees current case status immediately
• Complete history: Every note, photo, and change is documented and searchable
• Asynchronous communication: Questions and answers happen on each party’s schedule

Labs that transition to digital case management typically report 40-60% reduction in time spent on administrative tasks.

Building Efficient Workflows

Case Intake

The quality of downstream work depends on intake accuracy. Build intake workflows that:

Capture complete information upfront:

• Digital prescription forms with required fields prevent incomplete submissions
• Photo requirements for shade matching and case documentation
• Structured templates for complex case types (implants, full-arch)

Validate before accepting:

• Automated checks for common issues (missing information, unclear instructions)
• Clear feedback to clinics on what’s needed to proceed
• Consistent acceptance criteria across all intake staff

Assign appropriately:

• Route cases based on type, complexity, and technician skills
• Consider workload balancing across the team
• Flag rush cases for priority handling

Production Tracking

Once a case enters production, visibility becomes critical:

Stage-based workflow:

• Define clear stages for each case type (e.g., model work → design → mill → finish → QC)
• Require sign-off before advancing to next stage
• Capture time-at-stage data for efficiency analysis

Exception handling:

• Clear escalation paths for problems discovered mid-production
• Documented procedures for design questions or material issues
• Quick clinic communication channels for urgent clarifications

Progress visibility:

• Dashboard views showing cases at each stage
• Automated alerts for cases at risk of missing deadlines
• Daily production meetings focused on exceptions, not routine updates

Quality Control

Quality problems caught at shipping are expensive—caught earlier, they’re merely inconvenient:

Checkpoint integration:

• Build quality checks into the workflow, not after it
• Document inspection results digitally for traceability
• Require QC sign-off before advancing or shipping

Standard criteria:

• Written quality standards for each case type and material
• Visual references for acceptable vs. unacceptable work
• Calibration across QC staff through regular alignment sessions

Issue tracking:

• Log quality problems by type, technician, and clinic
• Analyze patterns to identify systematic issues
• Close the loop with training or process improvements

Communication with Clinics

Case management extends beyond your lab’s walls. Clinic communication quality directly impacts satisfaction and retention.

Proactive Updates

Don’t wait for clinics to ask:

• Automated status notifications: Case received, in production, shipped
• Milestone alerts: Design ready for approval, try-in ready for review
• Exception notifications: Delays, questions, or issues requiring input

Self-Service Access

Give clinics what they need without requiring your staff’s time:

• Case status portal: Real-time visibility into all their cases
• Document access: Invoices, tracking numbers, case photos
• Historical records: Easy lookup of past cases for reference

Efficient Communication Channels

When direct communication is needed, make it efficient:

• Case-specific messaging: Keep discussions attached to the relevant case
• Photo and file sharing: Reduce back-and-forth with visual communication
• Response time expectations: Set and meet clear communication SLAs

Measuring Success with KPIs

What gets measured gets managed. Track these key performance indicators:

Operational Metrics

Metric	Target	Why It Matters
On-time delivery rate	>95%	Clinic satisfaction and trust
Average case cycle time	Varies by type	Capacity planning and efficiency
Intake-to-production time	<4 hours	Workflow velocity
Quality rejection rate	<2%	Cost control and reputation

Communication Metrics

Metric	Target	Why It Matters
Clinic question response time	<2 hours	Relationship quality
Cases requiring clarification	<10%	Intake quality
Status update frequency	Daily	Proactive communication

Financial Metrics

Metric	Target	Why It Matters
Remake rate	<3%	Profitability and quality
Average case value	Growing	Business health
Revenue per technician	Appropriate to role	Capacity efficiency

Implementation Approach

Transforming case management doesn’t happen overnight. Consider this phased approach:

Phase 1: Foundation (Weeks 1-4)

• Select and configure case management software
• Define case types and workflow stages
• Train intake and administrative staff
• Begin entering new cases digitally

Phase 2: Production Integration (Weeks 5-8)

• Extend digital tracking to production floor
• Deploy workstation access for technicians
• Establish stage transition procedures
• Begin capturing time and quality data

Phase 3: Clinic Rollout (Weeks 9-12)

• Configure clinic portal access
• Train key clinic contacts
• Migrate top clinics to digital submission
• Establish communication workflows

Phase 4: Optimization (Ongoing)

• Analyze accumulated data for insights
• Refine workflows based on actual performance
• Expand clinic portal adoption
• Add advanced features as team matures

The Payoff

Labs that master case management create compounding advantages:

• Reliability: Clinics learn they can count on you, every time
• Efficiency: Less time on administration means more time on craftsmanship
• Scalability: Grow volume without proportionally growing overhead
• Insights: Data-driven decisions replace guesswork

Case management may not be the most glamorous part of running a dental lab, but it’s often the difference between labs that struggle and labs that thrive. Invest in getting it right, and everything else becomes easier.