How this dental firm refined customer services with digital tech

Digital transformation is not just for large incumbents; small and medium-sized enterprises are increasingly adopting and implementing digital strategies to reorganise supply chains, enhance e-commerce channels, and utilise artificial intelligence (AI) and predictive analytics for more intelligent and sustainable operational methods.

Mumbai-based dental solutions provider, Laxmi Dental Limited, is harnessing digital technologies such as AI, along with 3D printing and advanced aligner design. In a discussion with TechCircle, Sameer Merchant, Managing Director and CEO of Laxmi Dental Ltd, stated, "Digital integration is not merely a component of the process; it serves as the framework that guarantees precision and enables us to provide consistent dental excellence worldwide."

With early investments in digital dentistry, the company is at the forefront of technology adoption, having deployed over 160 intraoral scanners. Merchant informed, "From 3D printing to fully digital workflows and treatment planning systems like iMODIFY and iSMART, we are not just enhancing processes; we are revolutionising the entire dental experience for both patients and dentists."

AI is at the heart of this transformation, as Merchant believes it powers everything from aligner design to real-time diagnostics and treatment planning. By analysing intraoral scans, AI can automatically design crowns, bridges, and aligners, reducing manual work, remakes, and turnaround time. This leads to greater accuracy for dentists, reduced chair time, and more predictable, long-lasting results for patients, allowing dentists to perform complex procedures with greater confidence.

For patients, this translates to shorter appointments, more predictable outcomes, and beautiful, long-lasting results. “We are moving toward a future where dentistry is proactive, intelligent, data-driven, and completely patient-centric. With digital technologies empowered by AI, dentistry is evolving into a healthcare experience people approach with confidence, not anxiety,” said Merchant.

The company has also integrated CAD/CAM technology into its manufacturing process, enabling the delivery of a high volume of custom dental restorations with micron-level precision.

“Today, we are working at a scale that was hard to imagine just a few years ago, delivering an incredible volume of custom dental restorations and appliances every single day, all with micron-level precision,” said Merchant.

The company’s digital-first workflows allow for real-time modifications and highly repeatable outcomes, which were previously unimaginable at this volume. Every stage, from scanning to designing to milling, is fine-tuned for the precise fit, strength, and aesthetics. The outcome is reliable quality, faster turnaround times, and satisfied customers across the globe, he added.

According to Merchant, this precision has helped the company earn trust in multiple countries. Its extensive B2B2C network reaches over 22,000 dental clinics and dentists across 320 Indian cities, and its products are exported to over 90 countries.

Technological upgrades have significantly improved aligner design, leading to shorter design cycles and more predictable biomechanics. In other words, dentists benefit from reduced back-and-forth, while patients experience quicker aligner delivery and smoother treatment. Aligners are dispatched within 48 hours of plan approval, thanks to fully integrated digital planning, 3D printing, and thermoforming workflows.

The company ensures global regulatory compliance (US FDA, EU MDR, etc.) through tech-enabled product lifecycle management systems that track every process parameter, ensuring traceability, validation, and documentation aligned with global ISO standards. This proactive approach facilitates expansion into new markets without compromising quality or safety.

Merchant is also excited about AI's potential to reshape treatment planning and enhance the predictability of tooth movement in clear aligners and pediatric dentistry. He also sees material innovation as another big leap forward. It's not just enhancing the strength and flexibility of aligners but also expanding the scope of who we can treat and how effectively.

“Even in pediatric dentistry, we are focusing on material advancements, so they get the comfort, compliance, and care they truly deserve. As we scale, these innovations will enable us to meet the unique demands of pediatric and adult patients with the same high precision,” he said.

Merchant anticipates that AI will be a key disruptor in diagnostics, planning, and treatment forecasting. Cloud-based collaboration between labs, dentists, and patients will become standard, enabling truly borderless dentistry.

“Another major trend is the rise of chairside 3D printing and intraoral scanning becoming universal, allowing practices to become fully digital. At Laxmi Dental, we are investing heavily in advanced technologies, material science, and R&D to stay ahead of this curve. We are also developing intuitive interfaces that make digital adoption easier for dentists at every level and benefit them in growing their practices,” he said, adding that we aim to build a plug-and-play ecosystem where clinical brilliance is powered by intelligent, adaptive technology.