Our Team and How We Work

A case does not pass through a single pair of hands. It moves through a set of defined technical roles, and knowing which role handles what makes communication faster and reduces the chance that something important is missed. This page describes those roles and the responsibilities attached to them.

Why we describe roles, not individual names

We publish the structure of the technical team rather than a roster of personal profiles. The reason is straightforward: you work with the laboratory as a partner, and the reliability of a case depends on the process being consistently followed by whoever is on shift — not on one individual being available. Where a specific case needs a named point of contact, your case coordinator is that person, and their name is on your case correspondence.

Technical roles

CAD design

The CAD designer translates your scan, prescription and preparation into a digital design. This role is responsible for margin placement, contact strength, occlusal scheme, material-specific minimum thickness and the implant library component used where a case is implant-borne. Where an instruction is unclear or a scan has a problem, this role raises the question before design proceeds rather than designing to an assumption.

Ceramic and finishing

The finishing technician takes the milled or printed unit through fitting, layering where the restoration type requires it, shade work and surface characterisation. This role is responsible for making the restoration match the prescribed shade and the intended surface finish, and for flagging a unit that does not meet the standard before it moves to final inspection.

Quality control

The QC reviewer works independently of the person who produced the unit. This role is responsible for checking fit and seating on the die or printed model, contacts and occlusion against the submitted records, material thickness against the selected indication, and surface condition before packing. A unit that fails a check does not ship — it goes back to the relevant production stage.

Case coordination

The case coordinator is your primary contact. This role is responsible for tracking the case reference, confirming required records are complete, passing technical questions between your practice and the production team, and giving timing updates. If you are unsure who to ask about a case, ask the coordinator and they will route it.

Technical review

The technical review role handles product-specific questions that need judgement beyond case administration — preparation suitability, file or margin quality, implant compatibility, design or bite queries and shade decisions. These questions are answered with reference to the actual case files rather than from a generic answer.

How the roles work together on one case

Stage	Owning role	What it decides
Case intake	Case coordination	Whether the records are complete enough to start
Technical questions	Technical review	How an ambiguous or conflicting instruction is resolved
Design	CAD design	Margins, contacts, occlusion, material thickness
Production and finishing	Ceramic and finishing	Fit, shade, characterisation, surface
Inspection	Quality control	Whether the unit ships or returns to production
Issue review	Quality control + technical review	Repair, adjustment or remake, and why

Standing instructions

Customer-specific preferences — design style, contact tightness, margin convention, occlusion approach, shade system, packaging and delivery instructions — can be recorded as standing instructions against your account so that every case starts from your standards rather than from a default. Send them with your first case so they can be confirmed before production begins.

Reaching the right person

• New enquiries, price lists and trial cases — use the contact form or request a price list.
• An open case with a question — reply on the existing case thread so the coordinator has the context.
• A quality concern on a delivered case — follow the remake and issue review policy; it explains exactly what to send.

Documentation on request

Documentation relating to materials, processes or regulatory status is provided for the specific order and destination market on request. We describe our process and roles on this page as they operate; we do not publish certification, capacity or customer claims that we cannot support with documentation.