Veterinary Practice Saves Time and Reduces Workload with PetDesk’s Client Management and Online Booking System.
See how this veterinary practice saves their staff’s time and reduces their workload while seeing an increase in new clients and appointments with PetDesk.
Over the past 18 months, of those clients who visited the practice 5 times or more, 80% were app users
14,136 messages were sent to clients, and 8,029 were received from clients through PetDesk Service Reminders Integration
Of 1,670 appointments, 1,103 were made through PetDesk
Analytics through PetDesk Service Reminders Integration
stevenson
Meet Stevenson Village Veterinary Hospital
- Client Management System
- Online Booking System
Stevenson Village Veterinary Hospital has been serving the beautiful and historic Baltimore area for more than a decade. Our owner and founder, Dr. Feinberg, founded our practice in 1996, to fulfil his passion of caring for animals. He has kept the focus of our business on serving families in the community honestly and with compassion.
About Wendy Young, Practice Manager
Wendy is the practice manager at Stevenson Village Veterinary Hospital. She is originally from Indiana where she graduated from Purdue University with a B.S. in Animal Science. Wendy has been an active part of the veterinary field for over 12 years. When she’s not at work Wendy can be found training for a marathon or spending time with her family and her pets: 3 dogs, 3 macaws and a rabbit.
‘Online booking is a nice convenience for our clients.’
Wendy Young has been a Practice Manager at Stevenson Village Veterinary Hospital for almost three years and understands that many clients now prefer to make appointments online.
“It’s easier and helps with the workflow at the reception. So they have fewer phone calls, and then people can make appointments after hours, so it’s a nice convenience to offer the clients.”
%
Out of Hours Bookings
Appointments Made in 2023
%
of All Appointments Came from their Online Booking Widget
Analytics from PetDesk’s Online Booking dashboard 2023
‘We use PetDesk primarily for texting clients.’
The staff at Stevenson Village Veterinary Hospital uses PetDesk frequently to text clients and send mass emails as reminders.
“We do a lot of texting here. I recently developed a template for our surgery updates. This allows us to quickly inform pet owners via text when their pet is waking up from surgery and provide brief discharge instructions. It’s quite straightforward.”
Not only that, but the staff at the clinic also love the PetDesk app!
“We actively encourage our clients to use the app, and I use it too. When clients demonstrate to reception that they are utilizing the app, we offer them a $5 credit as a thank you.“
‘PetDesk helps our receptionists save around 3 hours a week!’
Stevenson Village Vets clients usually get text reminders if their pets are due for vaccines instead of calling them. This has cut down a lot of the receptionists’ time. They now have a text message template, making it very efficient.
“[Texting] has significantly streamlined the receptionists’ workload. Instead of making 78 phone calls weekly, they simply send 78 text messages. This adjustment has helped our receptionists save almost 3 hours a week! (assuming an average phone call takes 3 minutes and sending a text takes 30 seconds). Additionally, it’s particularly convenient for clients; they can respond directly to the text with an appointment request, thanks to a link that directs them straight to our scheduling page.”
Receptionists now send 78 texts rather than make 78 phone calls
Texting saves the hospital's receptionists 3 hours a week
Management always hears positive feedback about PetDesk’s tools
The team feels that PetDesk's customer support is excellent
‘PetDesk’s online scheduling platform is very customizable’
Wendy has found PetDesk’s online scheduling platform to be very customizable. They have recently opened the scheduling feature to new clients, and she likes that the tool can be customized to suit the clinic’s needs.
“Through experience, we’ve learned what works best for us, and PetDesk’s customizability has been highly beneficial. As clinics, we often concern ourselves with how much access to grant clients to our appointment scheduler. However, with the extensive filtering options and modifications available, it’s easy to tailor it to meet our needs.”
“Through experience, we’ve learned what works best for us, and PetDesk’s customizability has been highly beneficial…”
‘I have always heard positive feedback about the tools from the staff or the clients’
Most of the Stevenson Clinic’s clients are surprised when they see how well the app works and what they can use it for.
“I’ve installed PetDesk on the computers in the back so we can easily send texts as needed. For instance, if a pet has a heartworm test, we can quickly text the client with the results. It’s very convenient. We’ve also updated our website to let clients know they can call and text us. But I think texting is the preferred method for most clients.”
The clinic receptionists were concerned and unsure how the tool would help them, but the clinic managers ran a tight ship regarding online booking. If the receptionists notice a client abusing the system by booking a slot and not turning up for it, they warn them and eventually block them from using the system. This way, things run smoothly and the receptionists like it.
‘We see all generations booking online’
The clinic’s phone system has been glitchy, and the staff loves that there is PetDesk that can help with the communication at that time. Although Wendy has noticed that some clients still like to call, she has seen clients spanning all generations wanting to book appointments online.
“We have a mix of clients; some prefer booking online while others do not. The change has been beneficial for everyone. We have seen Generation Z, Millennials and Generation X, all be a part of the online booking process. There was this one gentleman who tried booking his appointment on PetDesk’s online scheduling platform. Although it wasn’t done correctly, we were surprised and impressed that he gave it a go. It’s always enjoyable to see clients, especially the older ones, willing to try new things. It’s super convenient, allowing bookings after hours.”
‘The customer support at PetDesk is excellent’
Whenever Wendy or any other team member has a question about the two platforms, PetDesk customer support is there to help.
“They offer excellent support! For instance, I recently sent a mass email for a promotion but had the wrong filters. I used the live chat for help, and within two minutes, someone was there to assist. Their responsiveness was impressive and very reassuring.”
‘The onboarding has been super easy, and we highly recommend PetDesk’
Wendy and her team found it extremely easy to onboard with PetDesk, and so did the clinic staff. It was also very easy to integrate with their PIMS. With all the benefits, Stevenson Village Vets highly recommends PetDesk.
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