October 15, 2025 • 17 mins
In Part 3 of our Uptime Services Dental Summit series, HTM On The Line host Bryant Hawkins Sr. sits down with two leaders who are redefining what service really means.
Andrea Bordenca of DESCO shares how her team’s vision to be the global model of customer service is shaping a culture that puts people first, from employees to clients. Then, Alex Federal of Ray America dives into the future of dental imaging and shows how innovation and integrity can go hand-in-hand in a tech-driven world.
From field service to facial scanning, this conversation reminds us that the future of HTM isn’t just about maintaining equipment, it’s about elevating how we serve others.
Big thanks to our partners: College of Biomedical Equipment Technology, A.M. BICKFORD, INC., UptimeServices, MD Publishing, Innovative Radiology AND GMC Healthcare Solutions. Your support keeps the HTM mission alive!
This podcast is produced by the B-Hawk Network.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
SPEAKER_01 (00:03):
You know, sometimes the best connections happen when
purpose meets preparation.
Here at the Uptime ServicesDental Summit, it's not just
about equipment, it's aboutpeople who see beyond what is
and imagine what could be.
This is part three of ourfull-part series, and today
we're exploring the heart ofinnovation, where HTM meets the
(00:27):
dental world.
You'll hear from Andrea Padenkaof DESCO, whose culture of care
is changing the service game.
And Alex Federal from ReAmerica, who's proving that when
technology and integrity align,everyone wins.
This is HTM on the line withBryant Hawkins Sr.
(00:50):
We're recording from the UptimeService Dental Summit.
Let's get into it.
(01:27):
Good friend of mine.
I'm gonna let you let the worldknow who I'm talking to.
Who am I talking to?
SPEAKER_02 (01:32):
Who are you talking to?
This is Andrea Bordenka.
Hello, hello, hello.
SPEAKER_01 (01:37):
How are you doing, Andrea?
SPEAKER_02 (01:39):
I'm great.
I'm having an awesome time.
It's been a good uh couple days.
SPEAKER_01 (01:42):
Pleasant surprise to see you last night.
SPEAKER_02 (01:45):
I know.
I was delighted when I saw you.
That was awesome.
SPEAKER_01 (01:48):
Awesome, awesome.
So, Desco, give us a shot, eventhough some know, but just tell
us about Desco and short, whatyou do at Desco.
SPEAKER_02 (01:57):
Yeah, so we're, you know, in the HTM industry, of
course.
And our vision really speaks alot to who we are and what we
do.
So our vision is to be theglobal model of customer
service.
And it doesn't mean that weaspire to be international.
What it means is that that's ourbeacon for how we do work, how
(02:18):
we treat each other, how wetreat our customers.
So, you know, just this morningI was talking to somebody about,
you know, that we don't go intoevery we not every customer is a
good fit for us because ouremployees stay at DESCO for a
long time.
We invest a lot in training, ourbenefits are great, you know,
everyone has a Costcomembership.
(02:39):
We try to take care of people asbest we can, especially as like
the economy and prices areincreasing.
And so if, you know, when we'requalifying our customers, we ask
about the long-termrelationship.
We're not ones to go and sharpenour pencil.
We are in it for the long haul.
So if someone's looking forlike, you know, the cheapest
(02:59):
pricing, or if they have oneparticular medical device at a
clinic or a hospital site,that's not a good fit for us
because we don't want to stretchour staff so thin because we do
mostly field service that we'redoing it and chasing the
dollars.
So we really want like themoney, the financial viability
is important for the investmentthat we make in our employees
(03:22):
and also the investment we makein our customers as partners.
So, you know, the medical, thetechnical part, you know, we do,
we do what we do in thedifferent modalities, but it's
really who we are as a culturethat really matters to me, the
relationships.
SPEAKER_01 (03:38):
Awesome.
Awesome.
So now we're here at a UptownServices Dental Summit.
SPEAKER_02 (03:43):
Yes, we are in beautiful Charlotte, North
Carolina.
SPEAKER_01 (03:46):
So what brings you here?
SPEAKER_02 (03:48):
Well, you know, my sister lives 20 minutes away.
So that was definitely a bigplus.
I got to spend the day with heryesterday, which was beautiful.
And, you know, I have there's, Ithink there's eight of us from
the DESCO team that are here ina variety of positions.
So we have several, about halfof that are field service
technicians and engineers.
(04:10):
And then we also have peoplefrom the leadership team that
are here.
And really, we're investing inthe dental industry.
So it's becoming a part of HTM,which makes so much sense.
What I really love about it isthe accessibility, the fast
turnaround for training.
It's very specific.
(04:30):
Every dental operatory has thesame types of equipment.
So there aren't a lot ofbarriers to entry.
And so we're really looking togrow with uptime in this market
and develop the workforce neededas we know in HTM and dental now
is a part of that.
It's the same type of challengethat people are aging out.
(04:53):
And, you know, like you, gettingthe information about who we are
and what we do to high schoolstudents, to middle school
students.
So we're building that workforcedevelopment strategy and plan.
That's what I'm here for is howdo we come into this market and
also knowing that there aren't awhole lot of barriers to entry,
(05:13):
how can we support the growth ofuptime, this industry, the, you
know, people looking, you know,young folks who are looking for
what might be their careerdevelopment.
Is there a way we can create aplatform for high school
students or people coming rightout of high school to enter into
this market with our support?
(05:36):
So I see an opportunity here forthe industry and the growth, and
that really excites me.
So that's what brought me here.
SPEAKER_01 (05:43):
Oh man, you you took three of the questions I was
about to ask you, but youanswered what I thought about.
But I'm gonna just this onehere.
I mean, you you got fieldservice guys here, so no doubt
you work in hospitals andprobably clinics.
SPEAKER_02 (05:57):
Uh-huh.
SPEAKER_01 (05:59):
Let's see, how do you think DESCO will be able to
balance that hospital clinicsversus dental offices?
SPEAKER_02 (06:06):
So we have a few different divisions.
We have in-house, so we are thein-house, you know, you knock on
the door and we're there.
And then we have the fieldservice, which is direct to
hospital or direct to surgerycenter or direct to clinic.
So DESCO has a relationship withthe hospital or system
(06:27):
themselves.
We also are a manufacturer rep.
So we work with actuallythousands of different
manufacturers and we come in asif we are them.
And there's one other, so thereare a couple of other industries
that we've entered into usingthe staffing model.
We've gotten really good atstaffing and building
(06:49):
territories.
So we have this relationshipwith in an OEM called acuity
lighting.
And actually, the lightingthat's in the room that we were
in, the conference room wherethe awesome keynote was this
morning, the panels, the lights,that those are acuity, actually.
Those are acuity lights.
We did not install them.
Actually, we might have.
We might have installed them.
(07:10):
Yeah, we might have installedthem.
There it's called Fresno.
It's a really cool line.
But anyway, so lighting is nothealthcare.
It's, you know, in hotels, it'sin targets, it's in stadiums,
it's in libraries.
But the model is similar wherethey have a project somewhere,
they need an installer.
And so we're we've taken themodel of field service and
(07:32):
communication and being able tounderstand what's your need,
what's the demand, how do wecoordinate together.
And we've gone into differentindustries with that.
So we also service ice machinesin movie theaters and hotels.
So we want to change again themodel, our vision is to be the
model of customer service.
(07:52):
So across all industries.
So we are primarily HTM.
However, we're able to take thatstaffing model and apply it in
different sectors.
So the next one we're developinga division in is HVAC.
We'll probably do plumbing atsome point because we do a lot
of sterilizers.
So the interesting thing aboutDESCO, I think, is that we
(08:15):
started doing lab service in1970.
And then, you know, over timethat evolved and like demand
increased.
So people were like, hey, youservice lab stuff, can you do
this stuff?
And we kind of grew organically.
In the 90s, we started doingsterilizers.
Now, you know, sterilizers aretheir own animal and they
require, you know, differentskill set.
(08:37):
And so what we found is from the90s until today is that with
sterilizers in particular, andwith general biomed medical
devices, is that if you havepeople who are really good
troubleshooters, you cancross-train.
And so we've we've had a lot ofpeople who have said to us, you
can't do that.
You can't be successful as a,you know, doing the biomed and
(09:00):
also the sterilizer becausethey're so different in the
skill set.
And I beg to differ.
We're doing that and we'regrowing and we're doing that
quite well.
And so why not take thetransferable skills and, you
know, train a whole bunch ofpeople, cross-train a whole
bunch of people on differentmodalities in different
industries across differentsectors.
(09:22):
It's really working for us.
So what that's what we'recontinuing to do.
SPEAKER_01 (09:27):
And I think dental is almost, like you said,
perfect.
Because with a sterilizer, yougot compressors.
So that works in line withdental repairs because they have
compressors.
That's one of their main tools.
SPEAKER_02 (09:39):
Exactly right.
Exactly right.
SPEAKER_01 (09:42):
Well, thank you for sitting down with me.
You know, I'm surprised I wasable to get just 12 minutes.
You know, I thought I might haveto pull you down, but you you
cut it short.
SPEAKER_02 (09:50):
Hey, I saw you out, man.
No, thank you.
SPEAKER_01 (09:52):
Appreciate you coming and talk to me.
And you know you're alwayswelcome.
SPEAKER_02 (09:55):
Thank you.
Appreciate you.
I appreciate you.
SPEAKER_01 (09:57):
Bye.
unknown (09:57):
Bye.
SPEAKER_01 (09:59):
Okay, we got another guest on HTM On the Line, Mr.
Alex Federal.
And how you doing, Alex?
SPEAKER_00 (10:06):
Doing great.
How are you?
SPEAKER_01 (10:07):
Oh, man, great.
How are you enjoying the summit?
SPEAKER_00 (10:09):
Oh, it's been fantastic so far.
Fantastic.
Yeah.
SPEAKER_01 (10:12):
First time in Charlotte?
SPEAKER_00 (10:13):
No, I actually born and raised here.
I live here.
Really?
SPEAKER_01 (10:15):
Uh-huh.
You're the first person I've metthat's born and raised here.
SPEAKER_00 (10:18):
Yeah, we're unicorns.
We don't really exist that muchanymore.
Although we got a lot ofnortherners moving here.
Literally.
SPEAKER_01 (10:23):
Everybody that met was from another state, but they
live here.
100%.
So like Atlanta.
Okay.
Well, my calling you theprevious guest.
Alex, so tell me a little bitabout Ray.
So I'm assuming your name is notRay now, because it's Alex.
That's right.
So what's Ray about?
SPEAKER_00 (10:38):
Yeah, Ray America, you know, we we do the full
scope from a dental imagingstandpoint, specializing in
CBCTs, panos.
We're very well known for facialscanning, mill sensors,
software, handheld.
So we we really have the fullgambit as it pertains to overall
dental imaging.
unknown (10:55):
Great, great.
SPEAKER_01 (10:56):
So what problems does your company solve for
technicians or healthcarefacilities?
SPEAKER_00 (11:02):
Absolutely.
So for healthcare facilities,really CBCT imaging as well as
the facial scanning aspect isreally going to solve a couple
problems.
One, diagnosis, just because welive in a three-dimensional
world.
So if your entire world is twodimensions and that's that's
what your imaging is, you'remissing a lot.
So that's number one.
Number two, with uh with thefacial scanning aspect, being
(11:23):
able to superimpose that with CBCT, we greatly enhance the
overall consultation ability.
So we we solve the problem ofhearing no.
A lot of patients are going tosay no because they don't they
don't trust the doctor, right?
They didn't believe what they'rewhat they're telling them.
So anytime you can incorporate afacial scanning aspect with a C
BCT, you can really help that.
And from solving the problemfrom a technician standpoint,
(11:45):
we've we've made a few, added afew components to our devices
that really specifically helpthe technicians.
Number one is our CBCT units arefree standing.
So industry-wide, the vastmajority have a bracket that you
have to bolt into the wall.
So you have to worry about wherethe backing is.
Sometimes you're putting up, youknow, big wood plank or opening
the wall to add more.
Ours are completely freesting.
(12:07):
And so we have a weightedbalanced base that helps with
that.
So that's number one that makesinstall much easier.
Number two, we are basicallyputting a virtual technician in
every single office.
So this is something that's veryunique to us.
It's a program called Ray Guard,where it's an IoT solution that
is built into every CBCT networkthat we provide that monitors
(12:28):
the CBCT health 24 hours a day,seven days a week, and will send
us a signal if there's a partthat's failing.
So there's none of thisguesswork.
The former company I used towork for is much like all the
others out there, where if theyhave a problem, a support
technician logs in and then theyjust start troubleshooting and
they guess.
They said, Oh, it could be oneof these five parts.
So let's send these five partsand your service technician goes
(12:50):
on site and they try them out.
Maybe it works, maybe itdoesn't.
We have self-diagnosis throughRay Guard.
So we know what the problem is.
There's none of this guesswork.
So your technicians can be thehero by fixing it the very first
time they're on site.
SPEAKER_01 (13:03):
Oh, wow.
That's excellent.
SPEAKER_00 (13:09):
So this is your first summit?
This is my first summit.
SPEAKER_01 (13:11):
It is really wow.
So what are you showcasing?
You have everything you justmentioned here?
SPEAKER_00 (13:17):
So it's it's tough to bring a whole cone beam here.
So uh what we do have in personis our ray face, which is the
facial scanning aspect.
So we have the only facialscanner on the market that was
specifically designed fordentistry.
So the image quality on it isspectacular.
It it captures thethree-dimensional facial scan
image in only half a second.
(13:38):
Wow.
So it's incredibly convenientfor offices.
And we actually provide it withour cone beam at no charge.
That's a new promotion that wehave this year, and it's it's
been highly effective.
We've had a tremendous year thusfar.
So we do have our ray face here.
So if anybody that is here wantsa facial scan, they can come by
and get one.
And what's really cool about oursoftware is there's a QR code at
(13:59):
the end that you can scan, andyour facial scan goes to your
cell phone.
So you can actually take yourfacial scan home with you and
you can manipulate it on yourown phone.
Uh so it's pretty sweet.
SPEAKER_01 (14:10):
I'm about to get a scan today, man.
Absolutely.
So, how long have you been inthis industry?
SPEAKER_00 (14:15):
So I have been in the dental industry 16 years.
Oh, really?
So you've definitely seen itevolve.
I have.
I have seen I've seen quite abit of evolution for sure.
SPEAKER_01 (14:24):
So so with all this new changes with AI and all that
coming in, where do you see itgoing?
SPEAKER_00 (14:29):
Honestly, you you just you just said it.
AI.
I think uh where the industry isheaded is is more technology
dependent.
Yes.
Which, you know, I'm in thetechnology side, uh, so I should
say it's a great thing.
It I'm I'm mixed on how howmuch, you know, doctors are all
(14:50):
about technology now, at leastmost young ones.
And they they basically wanttechnology to do their job for
them at this point.
So I think there is a fine linewith how much you should allow
your technology to to do yourjob for you.
And that's uh that might be adifferent take than most people
expect coming from someone thatthat sells technology.
But I I think we are headed to aplace where, you know,
eventually that is going tohappen.
(15:10):
Unfortunately, I do thinkthere's, you know, companies out
there that maybe overblow AIcapabilities and that sort of
thing.
And it could, it could end upputting, you know, doctors in a
bad spot.
But we utilize AI components.
We have all these capabilitiesas well.
I just believe in in purehonesty with uh clinicians on on
managing expectations on, youknow, especially when you're
(15:31):
having technology do things foryou that are that could put you
in a litigious situation, youknow, driving an implant through
a nerve because it wasautomatically traced, right?
So things like that.
But I I just think there's gonnabe an even greater dependence on
technology as we move forwardand as technology evolves, it's
it really can be a great thingfor the clinicians as well as
technicians.
So yeah, it's it's all about thetechnology going forward.
(15:52):
Great, right.
Well, thank you for your time,Alex.
Federal.
SPEAKER_01 (15:56):
Absolutely, absolutely no.
Thank you.
This was uh it was greatchatting with you.
Yeah, appreciate it, man.
Take care.
Thank you.
If there's one thing today'sconversation made clear, it's
this innovation doesn't startwith technology, it starts with
people who care enough to makethings better.
(16:17):
Whether it's Tesco redefiningwhat customer service looks
like, or Rey America blending AIwith real-world integrity.
Both stories remind us thatprogress isn't about replacing
people, it's about empoweringthem.
And that's what this summit isreally about seeing the future
(16:38):
before it arrives and preparingthe hands and hearts that will
build it.
So, to every technician, leader,and dreamer listening, keep
expanding your reach, keeprefining your craft, and keep
elevating the standard.
Because the next chapter ofhealthcare technology might just
start with you.
(17:00):
This is HTM on the line.
I'm your host, Bryant HawkinsSr.
Stay inspired, stay ready, andremember when we show up, the
purpose of uptime isn't justabout equipment.
It's about y'all be safe outthere.
You know, sometimes the best connections happen when
purpose meets preparation.
Here at the Uptime ServicesDental Summit, it's not just
about equipment, it's aboutpeople who see beyond what is
and imagine what could be.
This is part three of ourfull-part series, and today
we're exploring the heart ofinnovation, where HTM meets the
(00:27):
dental world.
You'll hear from Andrea Padenkaof DESCO, whose culture of care
is changing the service game.
And Alex Federal from ReAmerica, who's proving that when
technology and integrity align,everyone wins.
This is HTM on the line withBryant Hawkins Sr.
(00:50):
We're recording from the UptimeService Dental Summit.
Let's get into it.
(01:27):
Good friend of mine.
I'm gonna let you let the worldknow who I'm talking to.
Who am I talking to?
SPEAKER_02 (01:32):
Who are you talking to?
This is Andrea Bordenka.
Hello, hello, hello.
SPEAKER_01 (01:37):
How are you doing, Andrea?
SPEAKER_02 (01:39):
I'm great.
I'm having an awesome time.
It's been a good uh couple days.
SPEAKER_01 (01:42):
Pleasant surprise to see you last night.
SPEAKER_02 (01:45):
I know.
I was delighted when I saw you.
That was awesome.
SPEAKER_01 (01:48):
Awesome, awesome.
So, Desco, give us a shot, eventhough some know, but just tell
us about Desco and short, whatyou do at Desco.
SPEAKER_02 (01:57):
Yeah, so we're, you know, in the HTM industry, of
course.
And our vision really speaks alot to who we are and what we
do.
So our vision is to be theglobal model of customer
service.
And it doesn't mean that weaspire to be international.
What it means is that that's ourbeacon for how we do work, how
(02:18):
we treat each other, how wetreat our customers.
So, you know, just this morningI was talking to somebody about,
you know, that we don't go intoevery we not every customer is a
good fit for us because ouremployees stay at DESCO for a
long time.
We invest a lot in training, ourbenefits are great, you know,
everyone has a Costcomembership.
(02:39):
We try to take care of people asbest we can, especially as like
the economy and prices areincreasing.
And so if, you know, when we'requalifying our customers, we ask
about the long-termrelationship.
We're not ones to go and sharpenour pencil.
We are in it for the long haul.
So if someone's looking forlike, you know, the cheapest
(02:59):
pricing, or if they have oneparticular medical device at a
clinic or a hospital site,that's not a good fit for us
because we don't want to stretchour staff so thin because we do
mostly field service that we'redoing it and chasing the
dollars.
So we really want like themoney, the financial viability
is important for the investmentthat we make in our employees
(03:22):
and also the investment we makein our customers as partners.
So, you know, the medical, thetechnical part, you know, we do,
we do what we do in thedifferent modalities, but it's
really who we are as a culturethat really matters to me, the
relationships.
SPEAKER_01 (03:38):
Awesome.
Awesome.
So now we're here at a UptownServices Dental Summit.
SPEAKER_02 (03:43):
Yes, we are in beautiful Charlotte, North
Carolina.
SPEAKER_01 (03:46):
So what brings you here?
SPEAKER_02 (03:48):
Well, you know, my sister lives 20 minutes away.
So that was definitely a bigplus.
I got to spend the day with heryesterday, which was beautiful.
And, you know, I have there's, Ithink there's eight of us from
the DESCO team that are here ina variety of positions.
So we have several, about halfof that are field service
technicians and engineers.
(04:10):
And then we also have peoplefrom the leadership team that
are here.
And really, we're investing inthe dental industry.
So it's becoming a part of HTM,which makes so much sense.
What I really love about it isthe accessibility, the fast
turnaround for training.
It's very specific.
(04:30):
Every dental operatory has thesame types of equipment.
So there aren't a lot ofbarriers to entry.
And so we're really looking togrow with uptime in this market
and develop the workforce neededas we know in HTM and dental now
is a part of that.
It's the same type of challengethat people are aging out.
(04:53):
And, you know, like you, gettingthe information about who we are
and what we do to high schoolstudents, to middle school
students.
So we're building that workforcedevelopment strategy and plan.
That's what I'm here for is howdo we come into this market and
also knowing that there aren't awhole lot of barriers to entry,
(05:13):
how can we support the growth ofuptime, this industry, the, you
know, people looking, you know,young folks who are looking for
what might be their careerdevelopment.
Is there a way we can create aplatform for high school
students or people coming rightout of high school to enter into
this market with our support?
(05:36):
So I see an opportunity here forthe industry and the growth, and
that really excites me.
So that's what brought me here.
SPEAKER_01 (05:43):
Oh man, you you took three of the questions I was
about to ask you, but youanswered what I thought about.
But I'm gonna just this onehere.
I mean, you you got fieldservice guys here, so no doubt
you work in hospitals andprobably clinics.
SPEAKER_02 (05:57):
Uh-huh.
SPEAKER_01 (05:59):
Let's see, how do you think DESCO will be able to
balance that hospital clinicsversus dental offices?
SPEAKER_02 (06:06):
So we have a few different divisions.
We have in-house, so we are thein-house, you know, you knock on
the door and we're there.
And then we have the fieldservice, which is direct to
hospital or direct to surgerycenter or direct to clinic.
So DESCO has a relationship withthe hospital or system
(06:27):
themselves.
We also are a manufacturer rep.
So we work with actuallythousands of different
manufacturers and we come in asif we are them.
And there's one other, so thereare a couple of other industries
that we've entered into usingthe staffing model.
We've gotten really good atstaffing and building
(06:49):
territories.
So we have this relationshipwith in an OEM called acuity
lighting.
And actually, the lightingthat's in the room that we were
in, the conference room wherethe awesome keynote was this
morning, the panels, the lights,that those are acuity, actually.
Those are acuity lights.
We did not install them.
Actually, we might have.
We might have installed them.
(07:10):
Yeah, we might have installedthem.
There it's called Fresno.
It's a really cool line.
But anyway, so lighting is nothealthcare.
It's, you know, in hotels, it'sin targets, it's in stadiums,
it's in libraries.
But the model is similar wherethey have a project somewhere,
they need an installer.
And so we're we've taken themodel of field service and
(07:32):
communication and being able tounderstand what's your need,
what's the demand, how do wecoordinate together.
And we've gone into differentindustries with that.
So we also service ice machinesin movie theaters and hotels.
So we want to change again themodel, our vision is to be the
model of customer service.
(07:52):
So across all industries.
So we are primarily HTM.
However, we're able to take thatstaffing model and apply it in
different sectors.
So the next one we're developinga division in is HVAC.
We'll probably do plumbing atsome point because we do a lot
of sterilizers.
So the interesting thing aboutDESCO, I think, is that we
(08:15):
started doing lab service in1970.
And then, you know, over timethat evolved and like demand
increased.
So people were like, hey, youservice lab stuff, can you do
this stuff?
And we kind of grew organically.
In the 90s, we started doingsterilizers.
Now, you know, sterilizers aretheir own animal and they
require, you know, differentskill set.
(08:37):
And so what we found is from the90s until today is that with
sterilizers in particular, andwith general biomed medical
devices, is that if you havepeople who are really good
troubleshooters, you cancross-train.
And so we've we've had a lot ofpeople who have said to us, you
can't do that.
You can't be successful as a,you know, doing the biomed and
(09:00):
also the sterilizer becausethey're so different in the
skill set.
And I beg to differ.
We're doing that and we'regrowing and we're doing that
quite well.
And so why not take thetransferable skills and, you
know, train a whole bunch ofpeople, cross-train a whole
bunch of people on differentmodalities in different
industries across differentsectors.
(09:22):
It's really working for us.
So what that's what we'recontinuing to do.
SPEAKER_01 (09:27):
And I think dental is almost, like you said,
perfect.
Because with a sterilizer, yougot compressors.
So that works in line withdental repairs because they have
compressors.
That's one of their main tools.
SPEAKER_02 (09:39):
Exactly right.
Exactly right.
SPEAKER_01 (09:42):
Well, thank you for sitting down with me.
You know, I'm surprised I wasable to get just 12 minutes.
You know, I thought I might haveto pull you down, but you you
cut it short.
SPEAKER_02 (09:50):
Hey, I saw you out, man.
No, thank you.
SPEAKER_01 (09:52):
Appreciate you coming and talk to me.
And you know you're alwayswelcome.
SPEAKER_02 (09:55):
Thank you.
Appreciate you.
I appreciate you.
SPEAKER_01 (09:57):
Bye.
unknown (09:57):
Bye.
SPEAKER_01 (09:59):
Okay, we got another guest on HTM On the Line, Mr.
Alex Federal.
And how you doing, Alex?
SPEAKER_00 (10:06):
Doing great.
How are you?
SPEAKER_01 (10:07):
Oh, man, great.
How are you enjoying the summit?
SPEAKER_00 (10:09):
Oh, it's been fantastic so far.
Fantastic.
Yeah.
SPEAKER_01 (10:12):
First time in Charlotte?
SPEAKER_00 (10:13):
No, I actually born and raised here.
I live here.
Really?
SPEAKER_01 (10:15):
Uh-huh.
You're the first person I've metthat's born and raised here.
SPEAKER_00 (10:18):
Yeah, we're unicorns.
We don't really exist that muchanymore.
Although we got a lot ofnortherners moving here.
Literally.
SPEAKER_01 (10:23):
Everybody that met was from another state, but they
live here.
100%.
So like Atlanta.
Okay.
Well, my calling you theprevious guest.
Alex, so tell me a little bitabout Ray.
So I'm assuming your name is notRay now, because it's Alex.
That's right.
So what's Ray about?
SPEAKER_00 (10:38):
Yeah, Ray America, you know, we we do the full
scope from a dental imagingstandpoint, specializing in
CBCTs, panos.
We're very well known for facialscanning, mill sensors,
software, handheld.
So we we really have the fullgambit as it pertains to overall
dental imaging.
unknown (10:55):
Great, great.
SPEAKER_01 (10:56):
So what problems does your company solve for
technicians or healthcarefacilities?
SPEAKER_00 (11:02):
Absolutely.
So for healthcare facilities,really CBCT imaging as well as
the facial scanning aspect isreally going to solve a couple
problems.
One, diagnosis, just because welive in a three-dimensional
world.
So if your entire world is twodimensions and that's that's
what your imaging is, you'remissing a lot.
So that's number one.
Number two, with uh with thefacial scanning aspect, being
(11:23):
able to superimpose that with CBCT, we greatly enhance the
overall consultation ability.
So we we solve the problem ofhearing no.
A lot of patients are going tosay no because they don't they
don't trust the doctor, right?
They didn't believe what they'rewhat they're telling them.
So anytime you can incorporate afacial scanning aspect with a C
BCT, you can really help that.
And from solving the problemfrom a technician standpoint,
(11:45):
we've we've made a few, added afew components to our devices
that really specifically helpthe technicians.
Number one is our CBCT units arefree standing.
So industry-wide, the vastmajority have a bracket that you
have to bolt into the wall.
So you have to worry about wherethe backing is.
Sometimes you're putting up, youknow, big wood plank or opening
the wall to add more.
Ours are completely freesting.
(12:07):
And so we have a weightedbalanced base that helps with
that.
So that's number one that makesinstall much easier.
Number two, we are basicallyputting a virtual technician in
every single office.
So this is something that's veryunique to us.
It's a program called Ray Guard,where it's an IoT solution that
is built into every CBCT networkthat we provide that monitors
(12:28):
the CBCT health 24 hours a day,seven days a week, and will send
us a signal if there's a partthat's failing.
So there's none of thisguesswork.
The former company I used towork for is much like all the
others out there, where if theyhave a problem, a support
technician logs in and then theyjust start troubleshooting and
they guess.
They said, Oh, it could be oneof these five parts.
So let's send these five partsand your service technician goes
(12:50):
on site and they try them out.
Maybe it works, maybe itdoesn't.
We have self-diagnosis throughRay Guard.
So we know what the problem is.
There's none of this guesswork.
So your technicians can be thehero by fixing it the very first
time they're on site.
SPEAKER_01 (13:03):
Oh, wow.
That's excellent.
SPEAKER_00 (13:09):
So this is your first summit?
This is my first summit.
SPEAKER_01 (13:11):
It is really wow.
So what are you showcasing?
You have everything you justmentioned here?
SPEAKER_00 (13:17):
So it's it's tough to bring a whole cone beam here.
So uh what we do have in personis our ray face, which is the
facial scanning aspect.
So we have the only facialscanner on the market that was
specifically designed fordentistry.
So the image quality on it isspectacular.
It it captures thethree-dimensional facial scan
image in only half a second.
(13:38):
Wow.
So it's incredibly convenientfor offices.
And we actually provide it withour cone beam at no charge.
That's a new promotion that wehave this year, and it's it's
been highly effective.
We've had a tremendous year thusfar.
So we do have our ray face here.
So if anybody that is here wantsa facial scan, they can come by
and get one.
And what's really cool about oursoftware is there's a QR code at
(13:59):
the end that you can scan, andyour facial scan goes to your
cell phone.
So you can actually take yourfacial scan home with you and
you can manipulate it on yourown phone.
Uh so it's pretty sweet.
SPEAKER_01 (14:10):
I'm about to get a scan today, man.
Absolutely.
So, how long have you been inthis industry?
SPEAKER_00 (14:15):
So I have been in the dental industry 16 years.
Oh, really?
So you've definitely seen itevolve.
I have.
I have seen I've seen quite abit of evolution for sure.
SPEAKER_01 (14:24):
So so with all this new changes with AI and all that
coming in, where do you see itgoing?
SPEAKER_00 (14:29):
Honestly, you you just you just said it.
AI.
I think uh where the industry isheaded is is more technology
dependent.
Yes.
Which, you know, I'm in thetechnology side, uh, so I should
say it's a great thing.
It I'm I'm mixed on how howmuch, you know, doctors are all
(14:50):
about technology now, at leastmost young ones.
And they they basically wanttechnology to do their job for
them at this point.
So I think there is a fine linewith how much you should allow
your technology to to do yourjob for you.
And that's uh that might be adifferent take than most people
expect coming from someone thatthat sells technology.
But I I think we are headed to aplace where, you know,
eventually that is going tohappen.
(15:10):
Unfortunately, I do thinkthere's, you know, companies out
there that maybe overblow AIcapabilities and that sort of
thing.
And it could, it could end upputting, you know, doctors in a
bad spot.
But we utilize AI components.
We have all these capabilitiesas well.
I just believe in in purehonesty with uh clinicians on on
managing expectations on, youknow, especially when you're
(15:31):
having technology do things foryou that are that could put you
in a litigious situation, youknow, driving an implant through
a nerve because it wasautomatically traced, right?
So things like that.
But I I just think there's gonnabe an even greater dependence on
technology as we move forwardand as technology evolves, it's
it really can be a great thingfor the clinicians as well as
technicians.
So yeah, it's it's all about thetechnology going forward.
(15:52):
Great, right.
Well, thank you for your time,Alex.
Federal.
SPEAKER_01 (15:56):
Absolutely, absolutely no.
Thank you.
This was uh it was greatchatting with you.
Yeah, appreciate it, man.
Take care.
Thank you.
If there's one thing today'sconversation made clear, it's
this innovation doesn't startwith technology, it starts with
people who care enough to makethings better.
(16:17):
Whether it's Tesco redefiningwhat customer service looks
like, or Rey America blending AIwith real-world integrity.
Both stories remind us thatprogress isn't about replacing
people, it's about empoweringthem.
And that's what this summit isreally about seeing the future
(16:38):
before it arrives and preparingthe hands and hearts that will
build it.
So, to every technician, leader,and dreamer listening, keep
expanding your reach, keeprefining your craft, and keep
elevating the standard.
Because the next chapter ofhealthcare technology might just
start with you.
(17:00):
This is HTM on the line.
I'm your host, Bryant HawkinsSr.
Stay inspired, stay ready, andremember when we show up, the
purpose of uptime isn't justabout equipment.
It's about y'all be safe outthere.
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