Easing the morning rush: how PetDesk saved this veterinary clinic time and stress

Located in Fort Worth, Texas, the staff at The Cat's Meow Veterinary Hospital were relying on a former software platform that was suddenly shut down. Practice Owner Nathan knew he had to find a trustworthy replacement—and fast.

He looked at several options, but says PetDesk "seemed to do everything we needed." The features are what first stood out to Nathan, and how the PetDesk team continues to show up for his team every day is why the relationship works.

The practice is currently a PetDesk Communications customer.

Before switching to PetDesk, staff spent too much of their time managing voicemails from the night before.

Nathan found his staff constantly chipping away at a laundry list of voicemails, which he says occurred “usually in the mornings.” Without another way for clients to communicate back and forth with the clinic, endless calls and voicemails became the unfortunate norm.

Nathan says his team spending too much of their valuable time and energy on the morning voicemail backlog became “tedious.” Instead of tending to other important tasks, his staff were caught up far too long fielding routine inquiries that could have been more conveniently handled through a text or in-app message. 

Now, mornings are less stressful for staff as clients text and use the PetDesk app to stay in touch.

Pet parents now send refill requests and appointment requests through the PetDesk app, so they no longer have to leave a voicemail, wait on hold, or even call in the first place. When the team needs to reach a pet parent, they send a quick text or message instead of calling them.

"Being able to text and app message owners saves us from the time of making a phone call, which takes a LOT more time."

The front desk gets fewer routine calls now. And while Nathan says his team does “have more messages to deal with now,” he also acknowledges the amount of time and energy his staff are saving from voicemails, adding, “but that is ok.” A quick message is far easier to fit into a busy day than a phone call.

Nathan tells us that clients at The Cat's Meow have noticed the change, too: “Pet parents really enjoy the mobile app and being able to request refills through it. They also like seeing their pets' lab results automatically.” Clients get the convenience they expect, and staff members don't have to do extra work to provide it. It’s a win win.

The clinic went from simply needing new software to finding a true, reliable veterinary partner in PetDesk.

What stands out most to Nathan is how the PetDesk team treats his practice. They don't act like a vendor that only turns up when a contract is due for renewal.

"PetDesk is always super responsive. When I open up the chat window, I usually get a response in a few minutes. If it is after hours, I can send a message and I will get a response back overnight."

A practice owner's time is limited, and Nathan doesn't spend it following up on problems.

"I don't usually ever have to keep reaching back out for status updates on a problem. PetDesk is very proactive."

The tools matter, but people are what make a partnership. For Nathan and his team, PetDesk means quieter mornings, happier clients, and a support team that's already working on the problem before anyone has to ask twice.