[digisth]

Isn't part of what happens is that the expectations of customers change, so these providers (in this case, dentists) have to make these changes? It's not necessarily about providing a better experience for the provider (though it does do that in many cases), but a better, or 'expected' experience for the customer?

If customers expect to be able to book online (and as a user of services like ZocDoc, FreshDirect, Instacart, and Homejoy I do expect these things now), then providers who do (theoretically) provide these things will have an advantage of those who don't.

Not going to argue for or against the 'upside' part, as I do think that is debatable, at least in the short-term. A big part of this is avoiding 'downside' by not adapting, IMO.

[jacquesm]

The whole point is that expectations do change but so slowly that there is 0 incentive for a dentist to switch their practice over from what they know and what works well to your shiny new software which works with mobiles, tablets and so on.

You do have a market: new dentists. But old ones are just happily going to roll along with their gear until either they or the gear dies of old age. And then they or their heirs will sell the practice to a new dentist, who will have to wonder about re-keying all the old data into your shiny new software or to focus on what he's best at: dentistry.