Reducing Call Volume and Saving Time: How PetDesk Phones Enhanced Personalized Service at San Benito Vet Center
Products: PetDesk Phones
calls handled with auto SMS
After-hours calls were handled through auto SMS responses demonstrating proactive customer service even outside of regular business hours
estimated hours saved
Estimated time saved by directing missed calls to voicemail and sending auto SMS
%
productivity rate
High productivity rate shows that most calls were effectively managed without being missed or going to voicemail
The above data is from January to June 2024
‘Having great customer support saves time and provides peace of mind.’
When new owners took over San Benito Vet Center in October 2020, during the height of the pandemic, the clinic’s call volume surged dramatically. Initially, they had a single phone line and an outdated phone system that couldn’t meet the increased demand. They needed a solution that offered a phone tree and call queue capabilities to efficiently manage the influx of calls.
After exploring options, they transitioned to PetDesk’s phone system, which Bree Kohler tells us came with exceptional customer service. One of the highlights was the personal connection they established with PetDesk’s service representative. Being able to contact a familiar and reliable person for support directly made a significant difference. It eliminated the frustration of waiting on hold and allowed quick and efficient problem resolution.
“Having a key point of contact in customer support is invaluable. It saves time and provides peace of mind, knowing that help is readily available from someone who understands the clinic’s specific needs. These experiences underscore the importance of adaptable and responsive customer service in the veterinary industry. As clinics navigate the pressures of increased demand and the challenges of modernization, reliable support systems are crucial for maintaining efficient operations and delivering high-quality care to their patients.”
‘After using another platform, San Benito Vet Center turned to PetDesk phones for effective client communication.’
Initially, the clinic was using another platform for their phone system, which also handled texting. However, this setup wasn’t sufficient to meet all their needs. The clinic relied on it primarily for phone calls and texting. At one point, they also used it for appointment reminders but found it lacking comprehensive functionality. They eventually turned to PetDesk for more robust reminder services.
“This shift underscores the importance of a versatile and reliable communication system. Effective communication is vital for managing appointments, sending reminders, and staying connected with clients, ensuring the smooth operation of veterinary clinics and providing high-quality care to their patients.”
“Effective communication is vital for managing appointments, sending reminders, and staying connected with clients, ensuring the smooth operation of veterinary clinics and providing high-quality care to their patients.”
‘The onboarding for PetDesk phones has been particularly noteworthy.’
The feedback was overwhelmingly positive when asked about the client’s communication experience with PetDesk Phones. Initially, there were some uncertainties, but the onboarding process exceeded expectations.
“The onboarding experience was particularly noteworthy. The team provided extensive support and ensured everything was set up perfectly.”
Bree and her team’s experience with PetDesk Phones has remained excellent. Even now, when new recordings need to be uploaded or assistance is required, the team is readily available.
“This level of personalized service and support has made the transition to PetDesk Phones seamless, allowing the clinic to focus more on patient care rather than technical setups.”
‘The recording feature holds both our team and clients accountable for their interactions’
When we asked Bree Koehler, Practice Manager at San Benito Veterinary Center, how PetDesk phones have impacted the workflow within the clinic, she seemed really happy. She told us how the call recording features have been a massive help to the staff, especially when it comes to verifying clients’ call histories.
“It’s been great overall. This has been incredibly helpful for staff training, particularly for remote management. If we receive complaints about staff etiquette, I can review the recorded conversations and provide constructive feedback. The recording feature holds our team and clients accountable for their interactions, reducing misunderstandings and disputes.”
‘PetDesk phones have absolutely changed the way we interact with clients.’
Knowing who’s calling has improved Bree’s team’s customer service. The system provides information about the caller’s pets and upcoming appointments, allowing them to address their clients’ needs more efficiently and personally. It definitely makes the conversations smoother and more pleasant.
“The system integrates well and makes our operations more efficient. For instance, when clients call, we can immediately pull up their accounts, saving time in identifying and verifying their information. This streamlines the process and enhances our ability to provide prompt and personalized service.”
‘Overall, I am very happy with PetDesk Phones’
Bree thinks the call recording feature and the text messaging capabilities are great, and her team has adapted well to using the system.
“The ability to see who is calling before answering is particularly useful. Although some clients are impatient with the phone tree and start pressing buttons quickly, the system still enhances our efficiency.”
‘I’m definitely satisfied with PetDesk Phones and recommend it to other clinics’
