Phone bill cut
by nearly 40%.
5–10 appointments booked automatically each weekend through Direct Booking, with 14 new client appointments in the first month.
Weekend voicemail volume drastically reduced.
Notes and invoices now completed in 3 minutes per patient thanks to the Shepherd and PetDesk integration.
43rd avenue
Welcome to 43rd Avenue Animal Hospital
Products:
- PetDesk Communications
- PetDesk Phones
- PetDesk Direct Booking
43rd Avenue Animal Hospital is a busy, small-animal veterinary practice located in Glendale, AZ. With clinic growth came new challenges: high call volume, outdated systems, and wasted hours on manual loyalty program management.
In search of a solution, the clinic adopted Shepherd PIMS to simplify workflows, along with PetDesk Communications, Phones, and Direct Booking. Together, these tools have reduced clinic costs, saved staff time, and improved the client experience. The practice has proudly partnered with PetDesk since 2016.
‘It all started with wasted time and money.’
Reagan, CVT is the Practice Manager at 43rd Avenue Animal Hospital. Before switching to PetDesk’s loyalty program, Reagan was paying staff nearly $10,000 annually to enter invoices into their loyalty program at the time. They’re seeing tremendous cost savings after making the switch.
“I couldn’t do it anymore. This is a lot of money wasted on data entry. I pulled the cord and reached out to PetDesk.”
At the same time, the clinic’s phone bill had ballooned to $900/month with their existing phone provider.
“We were spending almost a thousand dollars every month on phones. PetDesk cut that to $427. That decision was easy.”
‘Phones were our first big win.’
The first big change Reagan saw after implementing PetDesk was in call management.
“With PetDesk Phones, calls ring to the CSRs first, and if no one picks up, they roll to the back. It creates accountability—everyone knows if the phone is ringing outside reception, it’s their cue to jump in and help.”
PetDesk Phones also gives staff instant access to client and patient details.
“Now when a call comes in, the CSR sees a pop-up with the client’s information. It makes the whole interaction smoother.”
While Reagan looks forward to future PetDesk Phones features like call transcription and a deeper Shepherd integration, the immediate impact has been undeniable.
“People don’t want to wait until Monday morning anymore. They love being able to book online, even at night or on the weekend. It’s taken so much pressure off the front desk.”
“Between Friday evening and Monday morning, we’ll see five to ten appointments booked automatically. Those would’ve been voicemails waiting for us on Monday.”
‘Direct Booking gave us our weekends back.’
Direct booking quickly became a favorite among clients—and a relief for staff.
“Between Friday evening and Monday morning, we’ll see five to ten appointments booked automatically. Those would’ve been voicemails waiting for us on Monday.”
Now, weekend messages are rare, and pet parents love the convenience of scheduling when it suits them.
“People don’t want to wait until Monday morning anymore. They love being able to book online, even at night or on the weekend. It’s taken so much pressure off the front desk.”
‘Direct Booking brings in new clients.’
Since launching PetDesk Direct Booking, 43rd Avenue Animal Hospital has already seen measurable impact. In just the first six weeks, 81 appointments were booked online, 75 were confirmed, and 14 of those were brand-new clients.
Reagan knew the tool was bringing in more business, even before the numbers were confirmed.
“I knew we were getting new clients from direct booking—I just hadn’t pulled the data yet. Seeing the actual numbers really shows how much it’s helping.”
‘The PetDesk App is simple—even for older clients.’
Reagan says the PetDesk app has been widely adopted across all age demographics in their client base.
“Our clients love it. Even those in their seventies and eighties find it easy to use. The reminders keep them on track, and for multi-pet households, it makes managing appointments simple.”
Reagan told us that one long-time client in her eighties who is caring for 20 cats raved about the mobile app.
“She told me, ‘It’s so easy to use. I love that I can see all my pets’ appointments in one place. I wish my own doctor’s office had this.’”
‘Shepherd integration transformed our records.’
The shift from their previous PIMS to Shepherd wasn’t without challenges, but Reagan says the benefits quickly became clear.
“Our previous practice management software was what we knew—we’d been on it for nearly 15 years. Shepherd forced us to change how we did things, but it’s made us better. The templates for exams, surgeries, and prescriptions save so much time.”
Doctors now move through records and invoicing faster than ever.
“I can finish a record and the invoice in about three minutes, sometimes less. And it’s not just speed—the records are more complete and thorough.”
The system has also improved communication with clients.
“As soon as I hit ‘Save,’ the record goes right to the client by email. That’s something we could never do before. It’s seamless.”
And in a profession where thorough documentation matters more than ever, Reagan values the added protection.
“We’re in such a litigious society. Having complete records, done in real time, reduces our risk and gives me peace of mind.”
To learn more about Shepherd, visit their website at shepherd.vet.
‘Seamless integration with Shepherd’
Reagan highlighted how well PetDesk integrates with their Shepherd PIMS, especially compared to other integrations.
“This is the best integration so far. Out of 13 integrations we have with Shepherd, PetDesk is the least maintenance.”
She adds, “Between the integration, time savings, and the client experience, it’s been a huge improvement across the board.”
“…Out of 13 integrations we have with Shepherd, PetDesk is the least maintenance.”
“I consider my own return on investment 100% perfect, because I’m so happy with PetDesk and everything it’s offered.”
‘Onboarding was easy.’
PetDesk worked around Reagan’s demanding surgical schedule to make onboarding smooth.
“They trained us during a Lunch & Learn—it fit right into the day without disrupting anything.”
Staff across generations have easily adapted to PetDesk.
“I’ve got younger staff and some that are older, and everyone picked it up right away. There was no pushback at all. They were ready to move away from our previous software.”
That enthusiasm made practice-wide adoption fast and frictionless.
“It was easy and seamless. The team immediately understood how to use it.”
‘ROI has been undeniable’
When asked about PetDesk’s overall return on investment, Reagan didn’t hesitate:
“I kicked myself in the butt that I stayed with our earlier software for so long. I consider my own return on investment 100% perfect, because I’m so happy with PetDesk and everything it’s offered.”
She credits PetDesk with both financial savings and improved workflows, making it one of the best technology decisions the practice has made.
