SoftDent is a dental practice management software from Sensei, which is part of Carestream Dental. It’s similar to OrthoTrac, which is Carestream’s practice management solution for orthodontists, whereas SoftDent is built for dentists.
Like other dental patient management systems, SoftDent offers integrated payment processing so dentists can manage different aspects of their practice while accepting payments within the same software.
This review will cover everything you need to know about SoftDent, including a closer look at the integrated payments solution so you understand how it works and how to save money.
SoftDent Overview: Pros, Cons, Pricing, and Key Features
SoftDent is a legacy software that’s historically deployed on-premises, which is a bit tougher to maintain compared to modern cloud-based solutions. Sensei is actually pushing SoftDent users to upgrade to either Sensei Cloud or a hosted SoftDent solution.
I personally feel like SoftDent has slipped through the cracks a bit and doesn’t seem to be a top priority compared to other products from Sensei/Carestream Dental. The branding is also pretty confusing, the way Sensei and Carestream are used interchangeably (they’re the same company).
But for dentists who have been using SoftDent for years, it probably doesn’t make sense to switch now that your practice is fully entrenched in the system.
Pros
- Easy to use, and easy to train new employees.
- Supports integrated payment processing.
- Clean and simple interface.
- All-in-one solution that eliminates the need for multiple tools.
The best part about SoftDent is that it works for dental practices of all sizes. While it’s a fairly basic practice management system, it comes with the core features you need and expect.
It’s also worth noting that your entire practice can use SoftDent with ease. When looking at verified user reviews, it’s clear that everyone from front desk staff to hygienists and dentists can confidently use the software.
Cons
- Limited options for customization (you get what they offer, and that’s really it).
- On-premises deployment is outdated compared to modern cloud-based solutions.
- Occasional performance issues and system crashes.
- Only one integrated payment processor, which reduces your leverage and increases your costs.
Despite SoftDent’s ease of use, the software isn’t perfect. These drawbacks can definitely be frustrating for practices relying on this practice management tool.
It feels like Sensei and Carestream are prioritizing Sensei Cloud products over SoftDent. I wouldn’t go as far as to say that SoftDent is neglected. But I wouldn’t be surprised if they stop rolling out new and improved features in the coming years. They may just push users for a cloud upgrade.
SoftDent Pricing
SoftDent doesn’t publicly share its pricing online. Everything is quote-based, depending on the size of your practice and the features you need.
In addition to the software fees, you’ll also need to consider additional costs associated with maintaining the technical infrastructure of an on-premise solution (servers, hosting, etc.).
Payment processing fees are separate, with the bulk of the rates being charged per transaction. But you can expect your integrated processor to charge you a range of other monthly and one-off fees.
SoftDent Key Features
Here’s a look at the top features and capabilities available from SoftDent:
- Insurance claims billing and claims management.
- Electronic verifications.
- Online payment processing.
- Patient management and communication (including two-way text).
- Patient forms and contactless appointment check-ins.
Overall, the features are a bit thin compared to more comprehensive practice management tools. But you’ve got the basics at your disposal.
SoftDent Payment Solutions
SoftDent’s payment solutions promise to make payment processing easy, with payment information automatically posted to patient ledgers. The system supports a range of different payment methods, including credit cards, debit cards, Apple Pay, Google Pay, and more—allowing patients to use their preferred payment methods.
But it’s important to understand that SoftDent is not a payment processor. The software integrates with Global Payments, which is the processor that will be handling your account on the backend.
There’s a good chance that Global Payments pays some sort of fee or commission to SoftDent for supporting their integration. I have no way to prove this, but I do know that these types of relationships are common in the integrated processing space.
The fact that SoftDent highlights Global Payments as a featured partner is telling. There are 20+ “authorized partners” of Carestream/Sensei. But Global is just one of three featured partners. Heartland is another one of these three, and Heartland is owned by Global Payments.
I bring this up for two main reasons.
First, the fact that Global is the only integrated processing solution means that there’s no competition. As a result, Global can effectively charge you whatever they want because they’re the only game in town.
Second, if Global is paying a commission to SoftDent, it means they’re going to bake that cost into your processing rates—further driving up your costs.
Global Payments
Unfortunately, Global Payments is one of the worst processors in the industry. While they’re one of the largest payment processing companies, their size and market position often works against merchants.
Global regularly engages in unethical practices like assessment padding, where they charge merchants more than the actual processing rates.
They’re notorious for adding bogus fees that sound legitimate, but they’re just profit centers. Common examples include Settlement Funding Fees and Risk Assessment Fees.
Frequent rate increases are also common with Global Payments. We’ve seen instances where they raise rates three to four times per year—sometimes doubling or tripling rates without warning.
Since SoftDent doesn’t offer alternative integrated processing options, you’re stuck with Global Payments. I’m not saying this to discourage you. That’s just the reality of the situation.
Check out our Global Payments review for more info on this processor.
Fees to Look Out For
If you’re just getting started with SoftDent’s integrated processing via Global Payments, there’s a chance you are getting fair rates.
But if you’ve been relying on Global for a while, I can almost guarantee that they’ve either raised your rates or added bogus fees to your statements (likely both).
Here are some examples of fees that I’d consider a red flag:
- Bank deposit service fee
- Risk assessment fee
- Settlement funding fee
- Analytics reputation management fee
- Global VPN fee
- Network compliance fee
- Auto enrollment fee
So if you see any of these on your monthly processing statement, it’s a sign that you’re being overcharged by Global Payments.
Read More: Global Payments Outrageous Fees Exposed
How to Lower SoftDent Payment Processing Costs
As previously mentioned, you don’t really have alternative processors to consider if you’re using SoftDent’s practice management software. Global Payments has monopolized this tool, so switching providers (or threatening to switch) isn’t an option.
However, you have other ways to save money on integrated payment processing with SoftDent that doesn’t involve moving away from Global.
Here’s the secret: Global’s predatory fees and practices are based on the premise that you just accept their terms. They’re hoping you assume all of their fees are legitimate and there’s nothing you can do about it. But that couldn’t be further from the truth.
Contact Global and call them out on their BS. Reaching out to SoftDent won’t do anything because they have nothing to do with your processing rates.
But if you reach out to Global and identify all of the bogus fees they’re charging you, then they can remove those charges and lower your rates.
It helps to have a merchant consultant on your side who can distinguish between legit charges and junk fees. So reach out to our team here at MCC if you need help. We’ll give you a free audit, and negotiate with Global on your behalf.
There’s no risk to you for trying. If you don’t save money, we don’t get paid.
Final Thoughts and Insider Take
SoftDent is a decent practice management solution, especially if your practice just needs the basics.
I personally think SoftDent’s best days are behind them, as more practices and software providers favor cloud-based systems that are more modern and robust. But if you’ve been using SoftDent for a while and don’t want to change what you’re doing, that’s totally fine.
Just make sure you evaluate your payment processing costs.
The integrated processing situation at SoftDent is far from ideal. You basically have one option (Global Payments), and it’s one of the worst options on the market.
You can still get good rates with Global, but it takes some added effort, including tough negotiations and ongoing statement monitoring.
But this added effort is well worth the cost. There’s a good chance that Global Payments is overcharging you by thousands of dollars, if not tens of thousands, annually.
So take the first step today, and get a free audit to find out how much you can save.