21%
Increased Revenue with PetsApp
70%
Increase in Online Appointment Bookings
40%
Decrease in Their Health Plan Cancellations
50%
Increase in Wellness Plan uptake using PetsApp Reminders
About How Thrums Utilised PetsApp to Evolve Their Customer Service Experience
Established in 1948, Thrums Veterinary Group has been serving the Scottish Borders community for over 75 years. With multiple locations across the region, they've built a reputation for providing exceptional veterinary care while maintaining the personal touch that defines their practice. As a multi-location practice, Thrums faced unique challenges in maintaining consistent customer service standards across all their sites while managing increasing client expectations in the digital age.
The Challenge
Managing customer service across multiple veterinary locations presented several critical challenges for Thrums:
- Inconsistent communication standards between different practice locations
- High volume of missed calls during peak hours, leading to frustrated clients
- Manual appointment booking processes causing delays and errors
- Difficulty in maintaining centralized client communication records
- Limited ability to provide real-time updates to pet owners
- Staff overwhelmed with administrative tasks, reducing time for patient care
The PetsApp Solution
Thrums partnered with PetsApp to implement a comprehensive digital transformation strategy that addressed each of their customer service challenges:
The Results
The implementation of PetsApp's comprehensive solution delivered remarkable improvements across all key performance indicators:
- 21% Increased Revenue with PetsApp - Wellness Plan adoption and client feedback scores improved significantly due to enhanced communication and service consistency across all locations.
- 70% Increase in Online Appointment Bookings - Automated systems and improved call management dramatically reduced the number of unanswered client inquiries.
- 40% Decrease in Their Health Plan Cancellations - Streamlined processes and automated workflows enabled much quicker responses to client inquiries and requests.
- 50% Increase in Wellness Plan uptake using PetsApp Reminders - Staff productivity increased significantly as administrative burdens were reduced through intelligent automation.
"PetsApp has revolutionized how we deliver customer service across our multiple locations. The 70% increase in online appointment bookings alone has transformed our client relationships, but it's the overall improvement in efficiency and client satisfaction that truly sets us apart. Our staff can now focus on what they do best - providing exceptional veterinary care - while PetsApp handles the complex logistics of multi-location communication seamlessly."
Key Features That Made the Difference
Unified Communication Platform
Centralized all client communications across multiple locations into one seamless system.
Automated Appointment Management
Streamlined booking processes with intelligent scheduling and automated confirmations.
Smart Reminder System
Reduced missed appointments with personalized, multi-channel reminder notifications.
Real-Time Client Updates
Enabled instant communication about appointment status, treatment updates, and care instructions.
Digital Client Portal
Provided clients with 24/7 access to their pet's health records and appointment history.
Staff Efficiency Tools
Automated routine tasks, allowing staff to focus more on providing exceptional patient care.
Ready to Transform Your Customer Service Experience?
Join How Thrums Utilised PetsApp to Evolve Their Customer Service Experience and hundreds of other practices that have revolutionized their client relationships with PetsApp. Discover how our comprehensive platform can help you achieve similar remarkable results.
