The BISCO Team Supports Dentists at Every Step

BISCO is known for its stellar customer service and technical support, but before knowledgeable sales representatives can guide dentists through a problem, they must first understand it. That's why seasoned BISCO reps Brian Rossetti and Debra Simon agree that the first—and most important—step in helping their customers is simply listening to their concerns.

“I need to understand where the doctor is coming from, in their words. I don’t want to assume what is going on in an office because I’m not there,” said Rossetti, a senior inside territory account manager. “That firsthand information helps me understand where we can provide benefits to an office. I need to learn first; only then am I able to rely on my training and knowledge to help.”

Simon, a Senior Inside Territory Account Manager, often repeats the concern back to her customers to confirm she truly understands what the issue is. She also asks a lot of questions. This approach, paired with her background as a former dental assistant, enables her to provide the guidance dentists need to be successful.

“Being a former chairside dental assistant and having training from BISCO helps me understand what is being described and the challenges dentists face,” she said.

Exploring the FAQs

Many of the questions that reach the BISCO phone lines are related to cementation procedures for zirconia restorations and veneer placement.

“We get a lot of questions on zirconia bonding,” Rossetti shared. “There are so many good materials out there, however, not each one can be used the same. There are many ways to properly seat zirconia, but the complexities increase as do the chances for failure when you do not follow a set protocol. We are here to help with that.”

Of course, both Rossetti and Simon are happy to answer dentists' questions even if they’re not specifically about BISCO products. The goal is to help dentists use their restorative materials properly so they can provide better patient care.

Tailored Guidance

Simon recently worked with a clinician dealing with a debonded zirconia crown. Before providing a solution, she asked for a few key details, including the type of temporary cement and technique used, the preparation type, and the steps taken to place the crown. She knew once she had that information, she could help the dentist properly fix the problem and avoid it happening again in the future.

Simon educated the dentist about the need for a restoration cleaner like ZirClean and a zirconia primer like Z-Prime Plus, which is specifically made for zirconia restorations, as well as the benefits of BISCO’s Duo-Link Universal Adhesive Cementation Kit. Rossetti spends a lot of time guiding dentists through product IFUs, he said. Steps are often overlooked, or completed by the lab before the office even receives the restoration.

“In these situations, it is important to consistently cover the steps needed for success,” he said, “as well as stress the importance of maintaining open lines of communication not just with us but also the lab.”

Part of Your Team

BISCO puts countless hours of research, marketing, and training into every product, Rossetti said, but the work doesn’t end there. Knowledgeable reps provide dentists with support throughout their BISCO journey, from determining the best products to purchase to actually putting those products to use.

“We are more than customer service salespeople,” Simon said. “We are an extension of the practice.”

BISCO is a science-driven research company, Simon continued, dedicated to helping dentists solve problems so they can achieve “remarkable results” for their patients.

“We often say we are the science behind the smile,” Rossetti said. “Every time you contact us, you are contacting a member of the BISCO family, and we all take pride in delivering a great smile. Our core values of respect, positivity, and being a team player go into every interaction.”