Managing Cases and Orders

GuideLab’s case management system is designed for the unique needs of dental laboratories. This guide covers everything from receiving cases to tracking them through production and delivery.

Understanding the Case Lifecycle

Every case in GuideLab follows a customizable workflow:

1. Draft: Case created but not yet submitted
2. Submitted: Received from clinic, awaiting review
3. Accepted: Approved and ready for production
4. In Design: CAD design in progress (for digital cases)
5. In Production: Manufacturing underway
6. Quality Check: Final inspection before shipping
7. Ready to Ship: Passed QC, awaiting pickup
8. Shipped: In transit to clinic
9. Delivered: Received by clinic

Receiving Cases

From the Clinic Portal

When clinics submit cases through their portal:

• Cases appear in your Inbox automatically
• Prescription details are pre-filled
• Scan files are attached (if submitted digitally)
• You receive a notification

Manual Case Entry

For phone orders or paper prescriptions:

1. Click New Case from the dashboard
2. Select the clinic (or create a new one)
3. Enter patient information
4. Add line items for each restoration
5. Upload any attachments (photos, impressions, bite registrations)
6. Save as draft or submit directly to production

Working with Cases

Case Details

Each case displays:

• Header: Patient name, clinic, due date, status
• Prescription: Tooth numbers, restoration types, materials, shade
• Attachments: Scan files, photos, documents
• Timeline: Complete history of status changes and notes
• Financials: Pricing, adjustments, invoice status

Adding Notes

Keep all communication in one place:

1. Open the case
2. Click Add Note
3. Type your message
4. Choose visibility:
   • Internal: Only visible to lab staff
   • Clinic: Visible to the referring clinic

Use notes to document shade decisions, communicate with clinics about remakes, or leave instructions for other technicians.

Assigning Cases

Route cases to the right people:

1. Open the case
2. Click Assign
3. Select a technician or department
4. Optionally set priority (Normal, Rush, Emergency)

Assigned technicians receive notifications and see cases on their personal dashboard.

Quality Control

QC Checkpoints

Configure mandatory checkpoints for different case types:

1. Go to Settings → Quality Control
2. Create checkpoints (e.g., “Fit Verification,” “Shade Match,” “Final Polish”)
3. Assign to product categories

When a case reaches QC, technicians must complete each checkpoint before shipping.

Photo Documentation

Capture quality evidence:

1. Open the case
2. Click Add Photos
3. Take photos at each stage
4. Photos are timestamped and attached to the case permanently

Clinics can view these photos in their portal, building confidence in your work.

Shipping and Delivery

Generating Shipping Labels

If you’ve connected a carrier account:

1. Open the case
2. Click Ship
3. Select carrier and service level
4. Print the label
5. GuideLab tracks the package automatically

Confirming Delivery

When the package is delivered:

• Status updates automatically (for integrated carriers)
• Clinic receives delivery confirmation
• Case moves to “Delivered” status

Searching and Filtering

Quick Search

Use the search bar to find cases by:

• Patient name
• Case number
• Clinic name

Advanced Filters

Filter your case list by:

• Status
• Clinic
• Assigned technician
• Due date range
• Product type
• Priority level

Save frequently used filters for quick access.

Bulk Actions

Select multiple cases to:

• Update status
• Assign to technician
• Print work tickets
• Export to CSV

This is especially useful for end-of-day shipping or weekly reporting.

Need Help?

If you have questions about case management, our support team is ready to assist:

• Email: support@guidelab.co
• In-App Chat: Click the help icon
• Phone: Check your welcome email for the support number