A veterinary partner from the start: why PetDesk stood out to South Bay Animal Hospital & ER

Andre is the Practice Manager of South Bay Animal Hospital and Emergency, located in San Jose, California. Before PetDesk, Andre's team spent too much of the day on work that shouldn't take so long: manually reviewing appointment confirmation texts in the PIMS and switching between separate platforms just to text clients.

Today, confirmations and client calls run more efficiently. But when Andre talks about the switch, the conversation keeps coming back to the people behind it. The practice is a current customer of PetDesk Communications, PetDesk Direct Booking, and PetDesk Marketing.

Too many vendors invited too many headaches for staff.

South Bay already worked with PetDesk for its website and social media marketing, so the team knew what support from PetDesk felt like. "Those services have great, fast customer service," Andre says. "It was a no-brainer."

Andre also wanted fewer vendors, not more. "I just prefer to have one vendor for as much as I can instead of different ones. It makes getting help easier."

PetDesk integrates with the clinic’s existing PIMS, so staff could easily bring confirmations, client texting, and calls together without changing the platform it already relies on. And after a deep dive into what the practice was spending, Andre found PetDesk was the more cost-effective choice—"and you actually get more."

PetDesk made the switch from their former software less stressful.

South Bay's switch to PetDesk came at a difficult time. The practice was in the middle of a drawn-out back-and-forth with its previous phone provider, even while moving its phones to PetDesk.

Andre says PetDesk's quick and attentive support made the transition less stressful, noting that the PetDesk team member he worked with “had the patience of a saint."

Andre is quick to credit the rest of the PetDesk team, too, saying they're "always awesome when I need help."

Hands-on support and purpose-built features made client communication easier for everyone.

When asked what to tell a peer at another practice, Andre didn’t lead with features, but instead with the people—and with customer service that's "top tier."

Beyond an excellent support experience, Andre says the most meaningful feature change is call recording. "Now it's easy for me to review recorded calls and give feedback to the team and coach them."

Recordings help clients, too. When a pet parent remembers a conversation differently, Andre can go back to the source. "Being able to tell a client I reviewed the call, or ask them if they'd like me to send them the call, has been helpful," Andre says, "because some clients really do have a hard time remembering."

Andre was looking for a solution to his clinic’s software challenges. He not only found more reliable veterinary tools for clients and staff, but also a true veterinary partner in PetDesk. That’s what stood out most to him.