June 2025
The Details Matter
Why Watkin Dental Returned to Weave After a Costly Experiment with Adit
Challenge
Why Watkin Dental Came Back to Weave
For high-volume, multi-doctor practices, even the smallest disruptions can ripple into major workflow issues. Watkin Dental, a large dental office with over thirty employees that sees up to eighty patients a day, switched to Adit in hopes of reducing costs while adding some functionality. Instead, they found themselves facing broken promises, technical issues, and a breakdown in trust—all of which led them back to Weave.
When integration promises break, trust follows
Watkin Dental, based in Washington State, is a bustling, full-scope dental practice with 9 doctors, up to 6 hygienists working per day that see 50–80 patients daily. For years, Weave helped keep the practice’s communication flowing. But when Adit promised deeper integrations, including support for digital forms that would write back directly into Dentrix, the team made the leap.
According to Nancy Carr, Office Manager and Insurance Administrator for nearly 20 years, it didn’t take long for problems to surface.
“When we were considering switching to Adit, they made a lot of promises. But as we started onboarding, we discovered that a lot of the things promised were not actually supported.”
One of the biggest frustrations was Adit’s claim of full digital form integration. With a team of highly detail-oriented doctors, having forms sync directly into charts — especially for critical fields like medical history, medications, and allergies — was essential. When Adit failed to deliver, trust began to erode.
Beyond broken promises, the day-to-day experience with Adit presented new operational challenges. Phone support came with delays and echoes, making it nearly impossible to resolve issues efficiently. At one point, the entire phone system failed—for days.
“We have a busy practice. We don’t have time to have issues with the phones, especially for emergency calls. Once again, we felt they minimalized the problem.”
Even after-hours call routing, a feature their doctors had relied on through Weave, was mismanaged. Instead of routing through a system that protected the doctor’s private number and maintained continuity, Adit’s setup exposed doctors’ personal lines to patients and created frustration and confusion for the patients and doctors alike.
“The doctors like anyone else would not answer a number they didn’t recognize. It’s not just inconvenient — it’s unprofessional and inefficient.”
Watkin Dental decided to return to Weave for three key reasons
The Power of Trust in a Busy Practice
After four to six frustrating months with Adit, Watkin Dental returned to Weave. For Nancy and the team, the switch back wasn’t just about features — it was about partnership and reliability.
“Looking back on the experience, honesty from Weave is what I value most. We need to know that when you say something, you keep your word. That’s the type of partnership we need — and Weave delivers that.”
With Adit, promises about digital form integration with Dentrix didn’t materialize. Key fields like medical history and allergies were not supported with Dentrix, causing friction with the doctors and delaying workflows. Weave’s intuitive and easy to create digital forms empower offices to simplify the patient intake process and save countless hours of data entry. And thanks to Weave’s integration and partner focus, medical history form writebacks are available with Dentrix and many more practice management systems.
After switching from Weave to Adit, Watkin Dental experienced a phone outage that lasted several days. This was more than a minor inconvenience, it dramatically impacted their practice. Weave’s award-winning phone system provides a better phone experience for offices with its intuitive analytics and easy accessibility and a more personalized experience for patients with Call Pop.
Protecting doctor privacy while ensuring emergency patients are cared for is non-negotiable. Weave’s routing system, which allows messages to be delivered securely via text instead of exposing personal phone numbers or relying on email, was one of those little details that makes a big difference for Watkin Dental.
Adit’s support team continually dismissed Watkin Dental’s problems and rarely found solutions that weren’t a detriment to established processes. Their support team continually dismissed their problems and often didn’t find solutions that didn’t severely impact their existing processes – something they never experienced with Weave. Weave’s customer support puts the office first and focuses on honest and clear communication.
With Adit, promises about digital form integration with Dentrix didn’t materialize. Key fields like medical history and allergies were not supported with Dentrix, causing friction with the doctors and delaying workflows. Weave’s intuitive and easy to create digital forms empower offices to simplify the patient intake process and save countless hours of data entry. And thanks to Weave’s integration and partner focus, medical history form writebacks are available with Dentrix and many more practice management systems.
After switching from Weave to Adit, Watkin Dental experienced a phone outage that lasted several days. This was more than a minor inconvenience, it dramatically impacted their practice. Weave’s award-winning phone system provides a better phone experience for offices with its intuitive analytics and easy accessibility and a more personalized experience for patients with Call Pop.
Protecting doctor privacy while ensuring emergency patients are cared for is non-negotiable. Weave’s routing system, which allows messages to be delivered securely via text instead of exposing personal phone numbers or relying on email, was one of those little details that makes a big difference for Watkin Dental.
Adit’s support team continually dismissed Watkin Dental’s problems and rarely found solutions that weren’t a detriment to established processes. Their support team continually dismissed their problems and often didn’t find solutions that didn’t severely impact their existing processes – something they never experienced with Weave. Weave’s customer support puts the office first and focuses on honest and clear communication.
Why Weave?
Ultimately, for Nancy and her team, it was about trust, truth, and the little things that make work more manageable. Watkin Dental wanted to partner with a company that provides tech-forward solutions, but doesn’t forget the customer relationship. In a practice where every detail affects dozens of people daily, cutting corners on software can’t be an option.
“It’s not about big promises. It’s about keeping your word, being honest, and helping us get our work done. Weave does that.”
Built to scale with you
Weave is built for growing busy practices like Watkin Dental — offering the tools to streamline operations without sacrificing integrity or reliability. When you’re ready to level up your patient engagement system, Weave is ready to deliver.
Schedule a free demo or explore our solutions today to see how Weave helps practices like yours thrive.