Grow revenue with a 25% increase in annual appointments through client retention
How this veterinary hospital grew revenue by getting 56% of clients back in the door
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Increase in Appointments Per Client
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Increase in Recovered Clients
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Increase in Annual Appointments
Clinic Overview
This dog and cat hospital is a full-service animal hospital taking general and emergency cases. Dr. Woods is an experienced veterinarian and owner and has served the Los Angeles area for many years. The practice is a single vet practice with roughly 5,000 active clients.
The Problem: Clients were not sticking with the practice
Dr. Woods had a problem with client churn. She was able to attract new clients, but existing clients weren’t coming back. This is a common problem when clients only come in for a vaccine or a one-time service. Some of these clients may have forgotten their next check-up, forgotten they were their vet, or just had veterinary care as a lower priority.
The Solution: Providing value with an app and better reminders
Dr. Woods had to figure out the best way to retain clients and get them back in the office within 18 months. So, she switched her reminder system to PetDesk and started offering her clients a free mobile app. The app gave her clients one place to go for their pet’s needs. The reminder system more effectively reached her clients because of its mobile-first approach.
The Result: Clients come back in after first visit
The switch to the PetDesk App and Reminder System resulted in 1,005 more appointments in the year. Repeat appointments per client in an 18-month period significantly increased, as did the recovery rate of lost clients. This was extremely helpful as there were fewer new clients added that year.
