Problem
Dr. Dorian and his staff at Market Street Veterinary Clinic had tried all of the client communication software solutions out there. Unfortunately, none of them seemed to make a material impact on their business. The practice was doing well but after digging into the key business metrics Dr. Dorian knew his no show rate was too high, not enough clients were coming back in, and his staff were overworked and stressed out.
Solution
Market Street Veterinary Clinic implemented the full PetDesk Solution – apps, email, text, appointment reminders, health service reminders, and the rest. By taking a mobile first approach Dr. Dorian was able to reach many more clients and better retain them over a two year period. The easy to use system also lightened the workload for his staff and they were able to devote more time to clients in the office, delinquent clients, and tasks that grew the practice.
Results
Dr. Dorian saw immediate results in the decrease of no shows and increase in appointments. Clients also embraced the app and after a year more than 1,000 clients had downloaded the app and were requesting appointments without creating more phone calls for the staff. The practice was able to generate over $200,000 in increased revenue and saw improvement in all areas – especially staff and customer happiness.
Market Street Veterinary Clinic
Market Street Veterinary Clinic is a full service animal hospital founded by Dr. Dorian in Downtown San Diego. They have a staff of three full time veterinarians, three technicians, and two receptionists who provide services for over 7,000 active clients and 10,000 pets.
Dr. Raffy Dorian, DVM and Owner
“Over the past year we’ve seen no show rates fall from 11% to under 3%. PetDesk has paid for itself 10 times over and more.”
No-Show Rate
The percent of appointments missed by clients in a 12 month period.
11
Before
3
After
857
Appointments
Recovered Clients
The percent of active clients not seen in 18+ months who came back in for an appointment.
20
Before
81
After
681
Appointments
Digital Appointment Requests
The percent of total appointments that were requested through mobile and the web versus phone.
1
Before
13
After
140
Staff Hours
Auto Confirmations
The percent of total appointments confirmed through app, email, or text without a phone call.
6
Before
57
After
425
Staff Hours
Increased Annual Revenue
The total increase in annual revenue that can be attributed to the PetDesk platform.
+$225,331
