A proactive partner: why this hospital manager praises PetDesk’s support

Callie, Hospital Manager at Pontchartrain Animal Hospital in Slidell, Louisiana, didn't go looking for more veterinary software. She went looking for more time for her people, and found a partner who helps her protect it.

The practice is currently a customer of PetDesk Communications and PetDesk Direct Booking.

The CSRs needed more time, but manual tasks kept piling up.

Before PetDesk, reminders and appointment confirmations ate into the day for Callie's customer service representatives (CSRs). Each manual confirmation was time away from the phone and from the clients standing at the front desk.

The goal was never automation for its own sake. "We needed to remove the workload from the CSRs to give them more time on the phone and talking in person with the clients," Callie says. Balancing payroll mattered too.

Now PetDesk handles reminders and confirmations, and her CSRs put that time back into conversations. Pet parents confirm appointments with a quick text and book online after hours, on their own schedule.

PetDesk’s support came in the form of a proactive partner, not a support ticket.

What stands out most to Callie isn't a feature. It's her customer success manager (CSM), who is Callie’s go-to point of contact on the PetDesk team.

"When I first started I had no idea about PetDesk," Callie says. "Learning a new program can be challenging and overwhelming, but [PetDesk] made it enjoyable."

Her CSM has met with Callie several times to help the clinic get the most out of PetDesk. When a question or issue comes up, Callie says it’s resolved as soon as possible and she doesn’t even have to ask—her CSM is always looking for ways to improve the clinic's online booking experience for clients.

Callie especially noticed the value of PetDesk when she briefly lost access.

Callie saw PetDesk's value most clearly when it was offline during the clinic's PIMS switch. Without automated confirmations, no-show appointments went up.

"We really rely on PetDesk to send reminders and appointment confirmations," she says. Once it was up and running again, "everything felt smooth and back to normal."

Experience a real veterinary partnership with PetDesk.

A good partner takes on the work around care so the team can focus on the care itself.

At Pontchartrain Animal Hospital, that means CSRs with more time to talk, pet parents who conveniently confirm and book appointments when it suits them, and a hospital manager with someone in her corner.