Case Study: Keeping IT as Clean as Your Smile — MSP Success in the Dental Industry

Client: Heartwood Dental Group
Industry: Dental Healthcare
Location: Nashville, Tennessee
Practice Size: 3 locations, 26 operatories, 48 employees

Overview

Heartwood Dental Group is a thriving multi-location practice known for its personalized care and state-of-the-art treatment. But behind the scenes, their IT was more “extraction” than “implant”—sensitive data was vulnerable, equipment constantly crashed, and the front desk was stuck in fax machine purgatory.

Recognizing the urgent need for stable, secure, and HIPAA-compliant systems, Heartwood Dental partnered with SMB Technologies to modernize their entire IT environment without disrupting patient flow or productivity.

Challenges

• Outdated Systems: Legacy PCs ran key dental software like Dentrix and Dexis, often freezing during patient charting or imaging.
• Inconsistent Backup & Recovery: Backups were handled manually, with no reliable recovery plan—a HIPAA nightmare waiting to happen.
• Unsecured Devices: Hygiene rooms had shared logins, open Wi-Fi access, and no endpoint protection.
• Compliance Gaps: Heartwood had no formal HIPAA risk assessments or documentation. They didn’t just need IT—they needed a tech partner who speaks compliance.
• No Central IT Support: Tech issues were solved by “whoever knew a guy” or “that one assistant who’s good with printers.”

SMB Technologies' Prescription

1. Full HIPAA-Compliant IT Audit

Our Virtual CIO (vCIO) and Client Success Manager performed a top-to-bottom infrastructure review, identifying security and compliance vulnerabilities across all three locations.

2. Standardized Systems & Imaging Stations

• Upgraded all workstations with SSDs and encrypted Windows 11 Pro setups.
• Optimized compatibility and speed with Dentrix, Dexis, Eaglesoft, and intraoral camera systems.
• Created unique login credentials and lockdown policies for every workstation.

3. Modernized Network & Secure Wi-Fi

• Segmented patient, guest, and admin Wi-Fi.
• Installed enterprise-grade firewalls with geo-fencing, DNS filtering, and advanced intrusion prevention.

4. Managed Backup, DR & Business Continuity

• Implemented automated daily image-level backups (both onsite and cloud).
• Added a disaster recovery plan with 4-hour turnaround for critical systems.

5. HIPAA Compliance Support & Cybersecurity Training

• Delivered documentation-ready risk assessments.
• Launched monthly employee phishing simulations and annual HIPAA training modules.

6. 24/7 Help Desk + Proactive Monitoring

• Issues now route to our Nashville-based MSP help desk—no more guesswork or downtime.
• Remote monitoring tracks uptime, patch status, and system health across all sites.

Results

Client Testimonial

“We’re in the business of teeth, not tech. SMB gave us the same level of professionalism and precision we aim to give our patients. Now our IT works with us, not against us.”
— Dr. Kelsey Morgan, Lead Dentist & Co-Owner, Heartwood Dental Group