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No days lost: The Dental Project's Friday night IT recovery

About The Dental Project:

The Dental Project is a busy dental practice located in Wellington Point, Queensland. We are focused on delivering high quality dental services and professional care and attention to all our patients.

The challenge:

We were dealing with a frustrating problem before things came to a head. Our existing telephone carrier had been failing to process our porting requests with no clear reason and no resolution in sight. 

That created flow-on complications with our CRM, which is central to how we run the practice. Without it functioning properly, our ability to manage appointments and communicate with patients was seriously compromised.

Then, late on a Friday afternoon, our server crashed. It couldn't have happened at a worse time. We faced the very real prospect of not being able to open on Saturday, which would mean turning away patients and losing a full day of revenue, right before the weekend.

The solution:

What we needed most in that moment wasn't just a technician but someone to take control of the situation, tell us exactly what had gone wrong and map a clear path to getting back on our feet. 

That was exactly what Netway provided. They executed a disaster recovery plan immediately. Our server was restored from backup with minimal data loss, which was a huge relief. At the same time, they took over the telephone carrier issue and migrated us to a new carrier and managing the entire porting process themselves. That sorted out the CRM complications at the same time.

The team worked overtime to make these happen and by the time we opened Saturday morning, everything was running.

The result:

We were back up and trading by the next morning. No lost Saturday. No patients turned away.

Our phone system is now running smoothly on a new carrier, with all numbers ported across successfully. The CRM complications were resolved as part of the same process.

The contrast between where we were on Friday afternoon and where we were Saturday morning was remarkable and entirely down to the Netway team.

Working with Netway:

The timing of this couldn't have been harder. A server crash late on a Friday afternoon is the kind of thing that could easily be met with "we will get to it Monday" but that was not what happened.

Netway responded immediately, professionally and didn't stop until the job was done. They worked overtime to make sure we could open our doors on Saturday. And where external vendors were involved, Netway took it on themselves to chase them down and got things moving. 

They were proactive in a way that felt like they cared about the outcome as much as we did. That kind of commitment is highly commendable and it is not something we will forget.

Netway was tenacious in getting us back on our feet, chasing down external vendors, holding them accountable and doing whatever it took to restore our systems. Their can-do attitude and resourcefulness meant we were trading again by Saturday morning. We couldn't have asked for a more committed team."