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CUSTOMER TESTIMONIAL
Beyond software: how PetDesk became a true partner for Tsolum Veterinary Hospital
"We had our hand held [by PetDesk] through every part of the process, and it really made a difference knowing exactly who our point of contact was, and that when we had questions, they were already familiar with our company's needs and where we were at in the process."
Jo Thomas,
Office Manager
Plenty of veterinary software providers promise to save time. Yet, fewer companies actually show up for the practices using it. For Jo Thomas, Office Manager at Tsolum Veterinary Hospital in Merville, BC, that difference is exactly what set PetDesk apart.
Currently, the practice is a customer of PetDesk Communications, PetDesk Phones, and PetDesk Scribe.
Manual reminders, refill requests, follow-ups, and high call volume were slowing the team down.
Before PetDesk, Tsolum's front desk was buried in manual work: calling clients one by one for appointment reminders, writing up notes after every call, and fielding a steady stream of phone traffic. Jo and her team weren't just looking for automation—they wanted a partner who understood how their clients actually think.
As Jo put it, clients often remember what they need (a food refill, a medication top-up) at inconvenient times. PetDesk's two-way texting tool and automated reminder system meant pet parents could reach out the moment it crossed their mind, rather than waiting for office hours. This convenience has significantly lowered the rate of no-shows for the practice by keeping clients on top on their veterinary to-do list.
The team is also saving time and reducing phone calls with more pet parents self-serving through the PetDesk mobile app.
“Appointment requests are faster to deal with as owners have to specify a date and time frame with the app. Our scheduling is easier as appointments available through the app are always three weeks ahead, which leaves sooner spots for more urgent care cases.”
Even when the phone does ring, the team has managed to have quick and productive conversations by integrating PetDesk Phones with their PIMS.
“We can see who is calling before we pick the phone up, and after a call we can use the call history summary to make notes on the client file. This is a HUGE time-saver.”
The personalized guidance from one dedicated support contact made adding PetDesk easy.
What stood out most to Jo wasn't a PetDesk feature. It was the PetDesk team.
“It was so good to just have one point of contact who dealt with all our questions. She was happy to explain stuff several times when we didn't quite understand how it all worked. She was very transparent about pricing, and gave us all the information we needed to make decisions.”
From the very first conversation, Tsolum had a single, dedicated contact who answered every question—and was happy to explain things more than once until it clicked. When it came time to build out automated reminders, Jo's team was paired with someone who walked them through setup step by step, offering real guidance on how to word client communications, not just how to flip a switch.
The result: a practice that runs lighter and a team that feels supported.
True partnership shows up in the day-to-day. Front desk calls have dropped as medication refills route directly to the pharmacy team, appointment requests move faster now that clients specify a date and time upfront, and text reminders have cut down on no-shows. Staff save time copying call transcriptions straight into client files instead of retyping notes, and templated text messages mean less time spent typing the same message twice.
In turn, clients get to see their pets' appointments and medications and request refills in the PetDesk mobile app without needing to book a visit first—which means fewer frustrated calls for the Tsolum team to field.
For Jo and her staff, the takeaway isn't just about the tools. It's about who's behind them. That's the genuine difference between a vendor and a partner.
