Thomas M. Prescott
Analyst · Chris Lewis with Roth Capital Partners
Yes to all of the above and more. I mean, it starts, Chris, with making sure you've got the right people in the field and then doing the right things and, importantly, at the right customers. We've thrown a lot of heads out in the field over the last 3 to 5 years, and we've trained a lot of doctors. And I'm overstating for affect, but in some cases, we left the region managers and the reps to figure out who to call on. And while we tried to drive a more systematic, I'll call it, scripted approach, we were only partially successful with that. The evolving go-to-market game plan is a bigger team, organized a bit differently, smaller regions, more line of sight, expecting longer calls in the office more, fewer customers and calling on the customers that are -- that fit, that are committed, that really want to elevate and spend more time, not as -- an earlier question said they're fragmented, not every dentist even wants to do ortho, and so -- and by the way, along the way, we're finding ways we can support low-volume customers that are very valuable to us, but really don't want to put more time and energy now. 15 cases a year is just fine for them, and we'll find ways to support them. We are struggling to do that. One of these evolutions is we're finding a support model that can do that. The important thing is here is we're already getting some very good feedback. This actually started fairly early in Q4 in a small way, and we pretty much had everybody on board before the end of the year. So as we did kick off meetings. We typically do that each year all around the geographies. Everybody's up and running, and they're on the same page. Finally, we've got better tools. I mean, it seems basic, but the right people in the right account doing the right things in a very systematic way and then measuring progress literally day-by-day, account-by-account. So far more prescriptive about our approach, far more consistent about how we block and tackle, very specific learning from segmentation about where we're spending our time and energy and then finding more cost-effective ways to support lower volume customers that today don't want to do more, but they're still very valuable to us, and they're great customers, and someday, they may. And then behind all of that, our goal is to build a bigger installed base of scanners, ours and others, and leverage those with more applications, like the outcome simulator for Invisalign and clinical applications at chair-side. It should make everything easier for that doctor. So that's -- I called it earlier days there, but the team is managing through the churn very well so far, and they're off and running. So a lot of changes, as I said, comp, structure, et cetera.