Benco Dental

Tell us a brief history/background of your organization.

 Benco Dental is the nation's largest family/privately-owned full-service distributor of dental supplies (instruments, ceramics, composites, etc.), equipment (chairs, cabinetry, etc.), and technology (digital imaging, CAD/CAM, etc.). Headquartered at our state-of-the-art Silver LEED Certified facility in Pennsylvania, we have just under 1,500 associates that serve our customers in 46 states. 

We are, first and foremost, an innovation company—from pioneering dental e-commerce, to bringing cutting-edge products to market that other distributors won't tackle, to pushing manufacturers to innovate. Our mission reflects that: We drive dentistry forward through our innovative solutions and caring family culture.

On the most basic level, Benco Dental provides an important service to dentists and dental laboratories by providing all of the products that aide them in treating patients, all from one single source. This includes everyday dental supplies like gloves and artificial teeth; inventory management tools; installation and servicing of dental equipment—including preventive maintenance and DIY tools. Product ordering is often done through a combination of in-person visits with field sales reps, telephone conversations with our contact center associates and inside sales teams, and also online via benco.com and our mobile app.

Benco Dental is also a solutions provider which, combined with the above product offerings, encompasses virtually everything dentists need for the entire lives of their practices. For example, aspiring practice owners can tour one of three CenterPoint Design showrooms - complete practice planning superstores. Dentists can browse equipment and technology in simulated real-world clinical environments, try the products and tech hands-on, and collaborate with our design team on the architecture, space planning, finishes and furnishings of their offices. We also offer consulting on all aspects of operating a dental practice, continuing education opportunities, financial planning, placements, risk management and even preparing a practice for sale when a dentist is nearing retirement.

As an independent, family-owned company, Benco takes full advantage of our freedom to reinvest more profits back into the business as we grow in scale, reach and revenue. We have the luxury of thinking long term across years, even decades. We're continually transforming the company and expanding our offerings to be the most agile and responsive partner we can be. That means investing in customer satisfaction, transforming the company and expanding our offerings to be the most agile and responsive partner we can be. That means investing in customer satisfaction, infrastructure, human resources, technology, training, green initiatives, productivity, efficiency, research, data analysis and artificial intelligence. Customers more readily identify with Benco Dental thanks to a brand that stands for doing what's right for dentists and associates, and always being on the side of dentistry.

What impact has your organization had on NEPA?

 One after another, Benco Dental firsts have become industry standards. We were first to add equipment specialists to our team in the 1960s. First to leverage the power of upstart shipper UPS in 1974 with dentistry’s first hub-and-spoke distribution network for faster, more efficient product delivery. First to offer in-house design and space planning in 1978. First to launch automatic electronic ordering in 1988. First to offer Windows-based supply management in 1995. First with dentistry’s original loyalty program, BluChip rewards. First with CenterPoint in 2010, the design/equipment superstore that changed the way dentists try and buy equipment. First with Painless Marketplace in 2016, dentistry’s most complete ordering solution. And our innovations keep coming!

In 2018, we adopted the Innovation Index as one of Benco’s key metrics. First articulated by 3M in the 1980s, it measures the percentage of products sold that were introduced in the previous three years. Last year, our score was nearly 22 percent. That means one of every five dollars our customers spend with Benco is on what's newest...exciting, considering most dental consumables haven't changed in years.

Benco Dental has a comprehensive portfolio of owned brands, from Sterling soft tissue lasers to PRO-SYS sonic and manual toothbrushes to dozens of others across thousands of SKUs. We travel the world, seeking out inventive manufacturers not yet in the US market. Our Benco Brand team delivers famous-name quality on everyday items at substantial savings.

Benco publishes the award-winning Incisal Edge magazine, a glossy dental life-style magazine with a circulation of 130,000.

The Benco Family Foundation is dedicated to improving the dental health and quality of life in our local communities and around the world. Annually the foundation supports over 100 charities and donates hundreds of thousands of toothbrushes to children and families in need.

Benco offers associates the opportunity to support their local community through volunteerism. We match those hours for the Associate Emergency Fund, a paid time-off fund available to associates experiencing a hardship. On average, Benco participates in more than 100 unique volunteer activities. “Giving Back” is not just what happens at our Home Office location; it has taken hold throughout Benco across the country.

Associate interests from their local community drive the volunteer activities Benco chooses to participate in such as walks and events supporting the American Cancer Society, Autism Speaks, the Red Cross, the LUNGevity walk and our most popular Benco Boosters event each year World Smile Day.

Benco participates in numerous community service programs on a continual basis through our Community Boosters Committee, which is a group of generous associates from various departments of the company. Examples of Benco’s community support include the following initiatives: Red Cross Blood Drives, participation in charity bowl-a-thons, Christmas in July benefiting CEO, SPCA, Blue Chip, Keep A Breast, Ronald McDonald House, Brighter Journeys, Big Brothers/Big Sisters, Salvation Army, community charitable walks and many more!

 How did your organization come to work with Leadership Lackawanna?

 Benco Dental has actively engaged with Leadership Lackawanna as part of its commitment to associate growth and community partnerships. We recognize the value of programs like Leadership Lackawanna, which align with our core values and promote servant leadership.

One notable Benco family member who participated in the Leadership Lackawanna program is Elizabeth Warrick. Elizabeth graduated from the program in 2020 and subsequently assumed new supervisor responsibilities at Benco Dental. Her participation in the program has contributed to her personal and professional growth, highlighting the success that Benco associates can achieve through their involvement with Leadership Lackawanna. Elizabeth shared, “As a member of the Benco family and a second-generation Leadership Lackawanna graduate, I am proud to be a part of these fantastic organizations. Completing the core program contributed to the growth of my leadership skills, which enabled me to further develop my responsibilities at Benco. Having shared values of empowerment and community give back, Benco and LL have given me the opportunity to continually engage in a professional network, while making valuable contributions to my company and my community.  Now as an advisor to the program, I hope to encourage and inspire others with my experience.”

What are your organization's best practices?

At Benco we work hard but have fun while doing so!

We have a long list of events and activities that our associates participate in during the year such as March Madness, a Horseshoe Tournament, Halloween Costume Contest with ‘Halloweiners’ for lunch, Breakfast with Santa, Annual Winter Appreciation Gala, Spring Fling, Annual Summer Picnic, and much more!

In addition, each year we host customer service week in the fall. During this week, we extend prizes to members of our contact center team (and any customer-facing team member) as a ‘thank you'. Prizes are large and small and can include gift baskets, massages, free lunches, ice cream and awards of additional paid time off. The week is highly anticipated each year with daily themes, such as superheroes and sports teams.