BISCO
Customer Support that Puts Dental Experts at Your Fingertips
A dedicated team of clinicians and scientists go above and beyond to help dental teams understand product chemistries and answer questions on the materials they use in their operatories
We’ve reached an era of dentistry where a perfectly contoured crown can be produced chairside in less than an hour, where robots can be programmed to place an implant, and where restorative materials can heal and remineralize dentin. But all the advancements in the world mean nothing without the education and support required for clinicians to actually use products and technology in a way that benefits both patient and practice.
Most clinicians are at least mildly aware of the BISCO Dream Team, a winning lineup of restorative products that work in tandem to deliver exceptional clinical results. Because ALL-BOND UNIVERSAL, TheraCal LC, TheraCem, and Z-Prime Plus—a universal bonding agent, liner, cement, and primer, respectively— have been extensively researched and developed by the same manufacturer, they have one thing in common: chemical compatibility.
“While I am certainly not a chemistry expert, I do understand that product chemistry is incredibly complex, and how one product functions with another is a crucial part of achieving a successful result,” said Illinois clinician Dr. Alan J. Acierno, who has been using BISCO products for nearly 2 decades. “When you really break down the restorative process and think of all of the steps and materials needed, it’s remarkable how important it is that all these products work in unison.”
The BISCO team is dedicated to understanding and improving restorative dentistry. The company is based in Schaumburg, IL, and manufactures its products in the United States.
The Human Dream Team
While clinicians like Dr. Acierno are no stranger to BISCO’s Dream Team of products, some may be unaware that there is another, more human Dream Team at the heart of BISCO—or at least at its 91,000-square-foot headquarters in Schaumburg, IL. Among the clinical staff, scientists, and research and development teams is a dedicated group of sales and customer service professionals who go above and beyond to ensure that BISCO products aren’t just sold, but understood.
"Whenever we get a doctor on the phone who is having an issue, whether they are a customer or not, our goal first and foremost is to help them solve their problem."
-Mary Southern
Western Regional Sales Manager at BISCO
Creating products that solve problems is one thing, but making sure clinicians know how to use those materials optimally in their restorative treatment protocols is quite another. The BISCO sales team undergoes extensive training, not just on the manufacturer’s products and indications, but on dental materials as a whole. For example, they are educated on the roles that dental cements, bonding agents, and composites play in the restorative procedure, as well as how they work together to create the most ideal outcome.
“The people at BISCO really care about their products and are extremely proud of them,” said Dr. Acierno, adding that the staff members are willing to get as technical or high level as needed to ensure customers get their questions answered. “Unlike other manufacturers, BISCO is not merely selling you a product—the reps are telling you exactly what the product does, and through that information, the product sells itself.”
A Mentality to Go Above & Beyond
According to Mary Southern, Western Regional Sales Manager at BISCO, when a clinician calls in with a concern, one of the first questions a sales representative will ask is simple: “What steps are you taking?”
“Maybe on the other end of the line is a clinician who hasn’t used zirconia before, so then we can walk them through the procedure from start to finish—how to prep the tooth, which products to use on it, and on to cementing the restoration,” shared Southern. “Whenever we get a doctor on the phone who is having an issue, whether they are a customer or not, our goal first and foremost is to help them solve their problem.”
"BISCO has some of the most intelligent clinicians and scientists working for them, so getting tips and guidance through them is tremendously valuable."
-Alan J. Acierno, DDS
It’s no secret that the customers calling in to seek help from a manufacturer don’t always have a degree in dentistry. Practices are busy, and while clinicians get bogged down with emergency cases and back-to-back appointments, it is often left to nonclinical staff to resolve issues, and reorder and restock inventory.
“I think our sales team does a great job trying to educate nonclinical office staff about which products will work best together to help facilitate the ordering process,” said Southern. “They go above and beyond for virtually every call they get.”
Experts at Your Fingertips
In today’s world, seeking help via the “Contact Us” page of a company’s website can be time-consuming and somewhat futile—especially when that navigation leads to a feedback form that may or may not produce a response.
BISCO does things differently. While any customer or noncustomer can call in to the manufacturer at any time, the Ask the Experts feature on its website is 24/7. Questions ranging from “What are MMPs?” to “What’s the difference between TheraCal LC and MTA materials?” are encouraged, and answers to those questions are guaranteed.
For example, one clinician who just started using Z-Prime Plus to bond restorations recently reached out via the Ask the Experts forum. He was curious if using Z-Prime Plus on zirconia crowns prior to cementing with a RMGI cement would gain any retention over using the cement alone. “No one I’ve run into seems to have an answer,” the doctor shared.
So, who has the answer? The first line of defense in Ask the Experts is the BISCO sales team, which is trained to answer technical questions about the manufacturer’s products. But there are different tiers of knowledge that are required to answer a question properly. This might mean connecting with a member of BISCO’s clinical, scientific, or R&D teams.
“Ask the Experts is not one individual—it’s teamwork,” shared Dr. Rolando Nuñez, Clinical Affairs Manager at BISCO. “In my role, I often support the sales team if they get a question that is a little beyond their scope of knowledge, or if a customer just feels more comfortable talking to a clinician. If there’s a question that’s more chemistry-focused, the chemists and engineers on our research and development team can answer very specific questions about our products.”
According to Dr. Nuñez, the goal is not simply to sell clinicians products, but to provide straightforward and helpful information. “At the end of the day, of course we are in business to sell dental products,” he shared. “But when you answer a question and provide a service, you generate confidence in that individual.”
In staffing his 30+ dental office locations, Dr. Acierno often employs younger dentists who may not have years of real-world experience using a wide variety of products. Having access to a forum where they can ask BISCO product experts about indications and compatibility is a big win. “BISCO has some of the most intelligent clinicians and scientists working for them, so getting tips and guidance through them is tremendously valuable,” he shared. “If you have a question, you can basically get in touch with the lead scientist on any of their products— they are that open and very intentional in making sure that they are talking to their customers.”
A Path Toward New Product Development
Questions are at the heart of BISCO’s support structure, and as it turns out, they’re good for research and development. When clinicians repeatedly press manufacturers about a common issue or concern, it might mean that something is missing from the market.
"We strongly believe that the 3 most important things that our customer service representatives must have are knowledge, honesty, and integrity."
-Rolando Nunez
Clinical Affairs Manager at BISCO
“Sometimes we see a gap or limitation of the procedure, and none of the products out there are providing the possibility of filling that gap,” said Dr. Nuñez. “It’s interesting to see how a little bit of feedback can create an entirely new product.”
Since the advent of commercialized zirconia crowns in the early 2000s, many clinicians experienced debonding of short zirconia crowns or other less retentive zirconia restorations. Gaining this feedback, BISCO embarked on many research studies about zirconia bonding and discovered that zirconia ceramic was different from other traditional glass ceramics, which means it requires a special bonding agent.
“In 2009, we developed and launched the first dedicated zirconia bonding agent, Z-Prime Plus, which helped clinicians bond zirconia with all different types of preparations— short crowns, full crowns, and Maryland bridges, for example,” said Liang Chen, PhD, Director of R&D and Chief Scientist at BISCO. “Today, clinicians can even successfully bond zirconia veneers with the help of Z-Prime Plus.”
Southern said she fields questions nearly every day about zirconia materials and whether luting or bonding is the correct approach, for example. “When this happens, the first question we will ask a doctor is what his or her steps are. In some cases the doctor has never used zirconia before, so then we know where to jump in and make suggestions that might lead toward a successful outcome.”
A Calculated Approach
There’s a lot of buzz in the industry about “smart” or “bioactive” materials. But such hype rings hollow if a product does not accomplish what it says it will. According to Dr. Nuñez, the FDA has become more stringent in recent years about the term “bioactivity” and what it means to dentistry.
“It matters not only that a product does what it claims it can do, but that it will actually generate a therapeutic and positive effect on the patient—and I respect that,” he said, adding that BISCO lets clinicians and customers draw their own conclusions. “If the product is working for a clinician by providing a good service and increasing the standard of care, then we are happy.”
This calculated approach to product marketing and development is one of the reasons BISCO takes a significant amount of time in bringing products to market. “If you visit BISCO’s facility, and their research and development team in particular, you will understand very quickly how important quality is to the manufacturer. Their ultimate goal is to create not only a good product, but a great product,” said Dr. Acierno. “It always surprises me every time I visit just how intentional they are in making sure their product is perfect.”
Full-Circle Support
In the same way that clinicians can ask BISCO for support, so can the people who are diligently answering their questions.
“We strongly believe that the 3 most important things that our customer service representatives must have are knowledge, honesty, and integrity,” said Dr. Nuñez. “They’re, of course, trained to sell our products, but they are also trained that if they don’t know the answer, they should not hesitate to ask for support.” It’s all part of the mission to improve knowledge by being a reliable resource of information.
Bisco's Key Experts
Dr. Byoung Suh Chemistry - Founder and President
Dr. Suh is the Founder and President of BISCO. With his background in research and chemistry, his focus at BISCO is on dental materials research and product development. He has over 30 patents and 19 patents pending and has published more than 30 articles in addition to his book, Principles of Adhesion Dentistry.
Dr. Rolando Nunez Clinical - Clinical Affairs Manager
Dr. Nunez is the Clinical Research Manager at BISCO. He received his DDS from Central University of Venezuela and his MSc in Biomaterials at the University of Alabama. He lectures worldwide on the subject of developing novel restorative materials and clinical protocols.
Liang Chen, PhD R&D - Chief Scientist
Dr. Chen is the Chief Scientist at BISCO. He received his PhD from Tulane University and was a postdoctoral researcher at Stanford University and Louisiana State University Dental School. He has published over 30 journal articles and 70 conference paper abstracts.
