“I’ve worked with a spectrum of solutions and, hands down, Domo is the best product I’ve worked with.”
John Smithfield
Director of Business Systems and Analytics
Henry Schein One delivers advanced, market-leading software solutions that help dental teams better manage their businesses and improve patient care.
Industry
High Tech
Domo Users
500
Company Size
2,000
Challenge: Henry Schein One struggled with data siloed across its teams, platforms, and global offices.
Solution: Thanks to Domo, this dental software provider now has one platform that serves as its single source of truth across the organization.
Impact: Henry Schein One has used Domo to achieve more than $3 million in cost savings, capture $8 million in revenue, better understand its workforce, unify its revenue operations, and more.
As the world’s largest software and services company for the dental industry, Henry Schein One delivers a single, connected platform dentists can use to manage their business and improve patient care. With Domo, Henry Schein One can similarly connect disparate data sources from across departments to better run their own business.
“I’ve worked with a spectrum of solutions and, hands down, Domo is the best product I’ve worked with,” said John Smithfield, Director of Business Systems and Analytics at Henry Schein One. “We have a 75 percent adoption rate of users logging in weekly, which is amazing, while our BI team has now achieved a 79 NPS score, up from 15 a year and a half ago. Domo is used heavily to drive decision-making from the top to the bottom of the organization.”
Driving cost and time savings
Before Domo, Henry Schein One’s data was spread far and wide across multiple platforms. “It was extremely inefficient. We didn’t have any source of truth or guidelines for how our company was doing. We were flying blind,” Smithfield said.
With Domo, Henry Schein One can unite data across the organization and use it to identify trends, answer critical business questions, and have more informed discussions—all without the technical struggle of other solutions.
“The key difference between Domo and other solutions is speed to value. You don’t need a humongous team, heavy upkeep, or lots of infrastructure, and business users don’t have to rely on technical users,” Smithfield said. “To have everyone working off the same platform is a game changer. Now we’re all speaking the same language.”
Thanks to Domo, Henry Schein One has saved millions through time savings and eliminated their need for multiple applications. “We use Domo to track the business impact of our business intelligence team and found that, in the last 12 months, we had a more than $3 million direct impact on the business through cost & time savings, and by identifying revenue opportunities.” said Colemen Wilson, Senior Manager of Business Intelligence. “For example, we had one team member who previously spent an entire work week each month putting together a report. By automating that report in Domo, that week can now be used in much more productive ways.”
Plugging revenue leaks while improving the customer experience
Henry Schein One uses Domo to collect and share insights for teams across the organization around the world, including human resources, finance, marketing, sales, and customer success.
“When I met with our human resources (HR) group, we discovered that they struggled just to calculate our headcount across the global business, let alone advanced metrics like turnover or diversity. Everything was spread across different systems, and no one had access to all of them. Domo allows us to ingest data through all of their connectors and join that data easily, and then provide a view that an HR person can filter data and explore by themselves without asking someone to build them a report,” Smithfield said.
Thanks to Domo, Henry Schein One also made strategic changes to its accounts receivable process, allowing it to capture $8 million in revenue by reducing the risk of unpaid invoices.
“Domo gives us a quick snapshot of the customer to help us understand our risk before we enter into a contract with them. Now we can focus our sales on lower-risk customers, which helped us reduce our high accounts receivable balances. If we discover an office that is at high risk, we can either choose not to sell to them or ensure they have a payment method on file,” said Kira Weight, Manager of Financial Operations.
Henry Schein One uses Domo as well to gain new insights into the customer experience so the team can make data-driven decisions about design changes and product updates. “Before Domo, we had to go off opinions or qualitative customer interviews. Now we can see exactly how many customers are using certain features or taking specific actions,” said Ashley Watkins, group product manager. “It also helps us discover customers who are still using older versions of the software and who may be at risk since those versions are no longer receiving security updates. This lets us focus our marketing on those groups to encourage them to upgrade.”
To provide more insight into its revenue operations, Henry Schein One created a series of source-of-truth dashboards collecting core KPIs across sales, marketing, and customer experience. “Transparency breeds trust and a better collaborative working environment. People can reference these dashboards to ensure they’re representing the data accurately when building out campaigns, understanding sales rep performance, or building executive presentations,” said Darren Fay, Senior Director of Revenue Operations.
“When you bring a tool like Domo onboard, you’re able to identify different aspects of the business, and uncover risks you weren’t able to uncover before. Domo lets us understand our whole customer lifecycle for a cohesive vision of what’s going on in the business. It’s perfect,” said Fay.