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How Northwest Animal Hospital Reduced Phone Volume and Captured After-Hours Appointments with PetDesk

How Northwest Animal Hospital Reduced Phone Volume and Captured After-Hours Appointments with PetDesk

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hours per month saved on the phone

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of total online bookings are made out-of-hours

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of total client base are PetDesk App users

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online appointment requests per month

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digital confirmations per month

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wellness reminders sent pet month

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of total appointments booked online

About Northwest Animal Hospital

Northwest Animal Hospital is a general practice located in Grapevine, Texas, providing wellness care, vaccinations, dentistry, surgery, diagnostics, and chiropractic services primarily for cats and dogs. 

Dr. Jason Steinle is the owner and lead veterinarian at Northwest Animal Hospital and has been part of the practice since 1996. After beginning his career in a mixed animal clinic in Missouri, he found his passion in companion animal care. In 2017, after nearly three decades with the clinic, Dr. Steinle became owner, continuing the hospital’s long-standing commitment to compassionate, community-focused care.

Bree Johnston, Practice Manager, has been with the clinic for 12 years and plays a key role in supporting both staff and clients. She has seen firsthand how the right technology can make life easier for staff while creating a more connected, convenient experience for pet parents.

Northwest Animal Hospital has been a PetDesk customer for approximately five years and uses PetDesk Communications, PetDesk Phones, PetDesk Direct Booking, and PetDesk Marketing to support day-to-day operations and strengthen relationships with their clients.

Products

PetDesk Communications

PetDesk Phones

PetDesk Direct Booking

PetDesk Marketing

PetDesk Communications and Direct Booking

‘It was getting difficult to manage before PetDesk.’

Prior to switching to PetDesk, messages were being missed, delayed, or lost—and staff often found themselves playing phone tag with pet parents. As the clinic moved toward becoming fully paperless, it became clear that their existing tools were no longer sufficient.

“Some inefficiencies we found we were having that made us want to bring PetDesk in was mostly the client communication wasn't great or as good as it could be.”

‘PetDesk made it easier with communication.’

PetDesk Communications allowed the team to introduce two-way texting, automated reminders, and a centralized communication hub integrated with their existing Cornerstone system. This upgrade enabled staff to respond quickly and keep a written record of all client interactions.

“We needed a more efficient way to communicate with clients without relying so heavily on phone calls. PetDesk helped us keep conversations organized, respond faster, and reduce front desk workload.”

‘PetDesk does a lot where it will all be in one area.’

One of the biggest advantages for Northwest Animal Hospital was having Communications, Phones, Direct Booking, and Marketing all under one provider. Rather than managing multiple vendors, the clinic could rely on a single partner and point of contact.

‘PetDesk does a lot where it will all be in one area.’

One of the biggest advantages for Northwest Animal Hospital was having Communications, Phones, Direct Booking, and Marketing all under one provider. Rather than managing multiple vendors, the clinic could rely on a single partner and point of contact.

‘The onboarding process makes your team feel supported.’

PetDesk’s onboarding and continuous support ensured the team felt confident throughout implementation. Staff concerns—particularly around after-hours booking—were addressed early through customization options that allowed the clinic to control appointment types per species, availability per DVM, and more.

“The onboarding process, they actually make everything really easy. They walk you through everything.”

“One of the concerns the staff had was with the after-hours booking tool… and PetDesk was great and walked us through all that.”

‘PetDesk’s Direct Booking is a game changer for us.’

Direct Booking quickly became one of the most impactful tools for the practice. Clients could book appointments at their convenience without needing to call the front desk, helping to meet the rising digital expectations of today’s pet parents.

“Outside of business hours, we usually have about 36% of our bookings made online after hours.”

By enabling after-hours booking, the clinic began capturing appointment requests that would otherwise have been missed or delayed. Staff now arrive each morning to a fuller schedule without needing to return voicemails.

“Coming in the morning and seeing that we have a lot of appointments booked overnight is great.”

This shift reduced stress for the front desk team and helped ensure doctor availability was filled efficiently.

‘PetDesk saves us about 15 hours a month on the phone.’

Between Direct Booking and Two-Way Texting, the clinic has significantly reduced time spent on the phone. Instead of calling a client to update them that their pet is out of surgery, for example, the team is able to snap a quick photo and send a text message to let the client know Daisy is doing just fine. With less time spent managing appointments and routine touchpoints by phone, staff is able to redirect their focus toward in-clinic support, updating records, and assisting technicians.

“The most impactful daily operations would be the text messaging.”

Two-Way Texting has become a preferred communication method for both staff and clients, allowing quick updates such as medication readiness, appointment confirmations, and follow-ups—without long phone calls.

‘PetDesk App has given clients easy access to pet records.’

The practice’s adoption for the PetDesk mobile app has been strong, giving more clients easy access to pet records, appointment details, and communication tools, all while matching what the clinic sees day to day in client engagement.

“So we have about 2,500 clients that are on the PetDesk app, which is about 43% of our total client base.”

“We have about 470 digital confirmations that go out and then about 1600 wellness reminders that go out.”

Online appointment requests now represent a significant portion of the clinic’s scheduling volume and align closely with in-clinic demand.

“We get about 1,200 requests per month there, which is about 42 per day.”

Clients appreciate being able to text the clinic, request refills, and book appointments online—especially outside of work hours.

“The feedback we've received from clients on the communications and booking has been great.”

“I think our client loyalty and satisfaction has risen.”

By making communication faster and booking easier, the clinic has seen improvements in satisfaction, loyalty, and appointment flow.

PetDesk Phones

‘One of the things we enjoy about our communications with PetDesk is our ability to see who's calling.’

Caller ID and record visibility allow staff to prepare before answering calls, leading to more productive and informed conversations.

When it came time to improve their phone system, PetDesk Phones felt like a natural extension of the clinic’s existing tools.

“I liked the idea of using a phone system that was integrated with the tools we were already using.”

‘It saves them a lot of time on the phone.’

PetDesk Phones has helped reduce interruptions, improve call handling, and support CSRs and technicians by reducing unnecessary back-and-forth.

PetDesk Marketing and Websites

“Having a website is one of the biggest benefits we've seen from the PetDesk marketing.”

PetDesk Marketing continuously manages all of the clinic’s website updates, allowing staff to focus on patient care rather than ongoing website maintenance.

“You just email them, tell 'em what you need, and they take care of everything.”

“Another thing about PetDesk is the customer service is great.”

Having access to a dedicated customer success manager and responsive support team has made it easy for Northwest Animal Hospital to get the help they need, when they need it.

“I would recommend PetDesk to another practice.”

“I would recommend PetDesk to another practice.”

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