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Uniting the Traditional and the Modern
Bausch supports a trusted product with 21st century customer service
A common question posed to the US distributor Bausch Articulating Papers at dental trade shows and other industry events is, “What’s new?” The response is always the same: Bausch has had the same quality product line for several generations. This is by design.
The Germany-based Dr. Jean Bausch GmbH & Co. has been manufacturing articulating paper and occlusion test materials for more than 60 years—plenty of time to perfect the formula and manufacturing process, which sets this paper apart from its competition. Now used in more than 120 countries, Bausch products always deliver precision and reliability, which in 1953 was clearly the vision of company founders and dentists, Dr. Jean Bausch and his son, Dr. Hans Bausch.
In 1998, Dr. Jean Bausch GmbH & Co. found its permanent US home in the form of Bausch Articulating Papers, Inc., based in Nashua, New Hampshire. At that time, Dr. Ron Kraus, joined by his wife, Donna, welcomed the opportunity to capitalize on an extended Bausch family relationship while establishing a viable, community-minded small business. Under the strategic leadership of Dr. Kraus, the enterprise experienced exponential growth for well over a decade and successfully promoted the Bausch brand in partnership with many of the leading North American dental dealers. Since Dr. Kraus’ untimely passing in 2012, Donna Kraus has continued on with the help of her exceptional staff to ensure Bausch Articulating Papers’ position in the industry as the leading distributor of premier occlusion test materials.
Now in 2015, Bausch operates with the very same principles set forth years ago. As president of Bausch Articulating Papers, Inc., Donna Kraus strives to instill a true, customer service–first approach for its US and Canadian customer base. In today’s fast-paced corporate environment, Bausch truly believes in remaining accessible and responsive to the needs of the customer.
Part of that interaction is understanding that in today’s world, conversations with customers do not always happen in a traditional sense. Bausch has a very strong social media presence, sharing content pertaining to dentistry and occlusion as well as communicating with the dealers and the dental professionals who use the products.
Kraus recalls a day when a dentist was communicating chairside through social media. “A dentist was completing a restoration and had a question as to which thickness of articulating paper to use and we were able to answer that question immediately,” she says. Bausch also uses social media to manage requests for samples and educational materials.
Bausch also knows that their success would not be possible without their partners, the dental supply companies who sell to the end users. Presently, relationships have been cultivated with 53 different partners who essentially serve as the sales force. “Our dealers play a pivotal role in our daily operation as they put our products into the hands of dental professionals,” says Bausch Operations Manager Chris Gendron. “We do our best to make sure that they are knowledgeable about the product and we always make ourselves available as an additional resource.”
For more information, contact:
Bausch Articulating Papers, Inc.
Circle 121 on Reader Service Card