October 2025
Summit Dental Care learned the hard way — the grass isn’t always greener
How an office learned Dental Intelligence did not have the solutions they needed.
Big Promises, Bigger Problems
Located in the heart of Paul, ID, Summit Dental Care has been providing high quality dental care for over 15 years. Summit Dental’s Financial Coordinator, Alisa Gayer, is always looking for solutions that fit their patients, and evolving office, best.
Summit Dental Care was an early adopter of Weave. While the office wasn’t actively looking to change systems, pitches of better, more-integrated capabilities were constantly being sent their way. Alisa Gayer, recalls “We were happy with what it provided for our office. However, I was hearing promises from Dental Intel that made us curious and ultimately led us to switch.”
The proposal sounded compelling: a system that would pull everything from Eaglesoft and let the team manage it all from one place. But from the start of onboarding, cracks began to show.
An Onboarding Nightmare
Alisa feels their office got totally dropped in the onboarding process. When the office identified problems, they were simply told to ‘wait a little longer’ or ‘we’ll take care of this.’ But problems persisted. After multiple attempts of follow-up, they would get responses from support claiming they never said they could fix that issue—despite the office having recorded conversations saying the opposite. Frustrated, Alisa recalls, “ultimately it came down to them not holding up their end of their promises.”
The Dental Intel experiment wasn’t working. Despite promises of how the office would save the office hours of time and effort, the real result was the opposite. The change from Weave made everyday tasks twice as hard to complete. Additionally, their overall communication with patients took a major step back.
The result was chaos. After just four months, the office had seen enough.
Summit Dental Care returned to Weave for three key reasons
Though there were many reasons to come back to Weave, three really stood out.
Weave Phones and Texting
With Weave, Summit Dental’s patients had always relied when they received texts as all calls and texts came directly from the main office number. But with Dental Intel, all texts came from a new, unfamiliar number. This small change led to terrible response rates and higher cancellations than the office had in the past. Not to mention an overall bad patient experience.
“We missed Weave texting and being able to reliably communicate with our patients using our own business number. It is hard to understate how huge that is.”
This feature impacted their outbound calls as well. The doctor specifically missed the ability to reach out to patients using the convenience of the Weave mobile app on his personal mobile, but having all calls come from the office number.
Put simply, Weave’s award-winning system provides a better phone and messaging experience.
Power of Payments
As the financial coordinator, Alisa knows how valuable payment systems are to daily operations. With Dental Intel, their processes completely fell apart. Alisa painfully recalls sending invoices to patients but never getting responses – patients did not trust and respond to their texts containing payment links. Additionally, many patients who did try to respond found new barriers to paying. With Weave, patients could pay in full or make partial payments towards their balance. Dental Intelligence’s system didn’t have that capability and forced patients to either pay the full amount or nothing. So, many patients simply stopped paying, leading to more late payments and larger overdue collection balances.
“We had a lot of issues. We would have the wrong distributions posted in Eaglesoft, patients not making payments because they couldn’t make partial payments, and other issues. Their payments offering was messy and I don’t have anything good to say about it.”
Weave’s payment makes things simple and gives patients the power to pay how they want, including payment plans – helping offices get paid faster and more often.
Weave Makes Everything Simple
With Dental Intel, the basic functions—like managing forms or updating patient data—became painful. The office was promised that their new digital forms and patient intake process would reduce the workload. It did not. Instead, the team had to adapt an additional process to go back through every patient, one-by-one, to verify and update each medical history form – a tedious and time-consuming task.
The issue of inconvenience wasn’t limited to just the patient intake process. The office recalls having a very hard time managing patient conversations and seeing what messages were going out—especially automated messages. Phone calls with patients turned awkward as the office had to spend a lot of time tracking down details from previous conversations and text messages, which were not readily available or easy to find.
“With Weave, everything is easier,” she says. “Faxing, texting, even finding patient data. With Dental Intel you had to go to three different areas to find what was sent to patients and what the conversation was—especially with automated messages. With Weave, it’s all in one place. That’s huge.”
Why Weave
Weave is designed to be a simple, easy-to-use platform with everything you need—Phones, Reviews, Texting, Digital Forms and more. See how Weave can create better experiences for your patients and grow your dental practice.
