How Stellar Vets Cut Calls by 50% and Still Boosted Revenue with PetsApp

When Dr. David Hodges, Veterinary Surgeon and Founder of Stellar Vets, first started using PetsApp, he quickly realised it wasn’t just another tool, it was a game-changer.

“For me one of the huge points of value is that the chat feature means I’m doing 50% less phone calls… And then if you get into reminders, it’s just no-brainer stuff..."

The Challenge

Stellar Vets, led by Veterinary Surgeon and Founder Dr. David Hodges, faced a familiar set of challenges:

A high volume of incoming calls tying up the front desk.

An overloaded team struggling to balance admin and patient care.

The need to grow the business and bring more clients through the door, without increasing staff costs or overloading the current team.

They knew they needed a solution that could streamline communications, improve client service, and free up valuable time to focus on patient care. But How?

The Solution: PetsApp

1. 50% Reduction in Incoming Calls By introducing the PetsApp chat feature, clients could send quick messages instead of calling, instantly halving the practice’s call volume.

2. 20 Hours of Team's Time Saved Every Week With fewer phone calls and more streamlined processes, the team reclaimed around 20 hours of time each week — enough to reinvest in patient care and proactive outreach.

3. Increase in Revenue and Compliance Automated reminders made it easy to promote wellness plan adoption, keeping pets on track with preventative care while increasing compliance and practice revenue.

4. Happier Clients and More Referrals Clients loved the convenience and quick responses, leading to higher satisfaction and more word-of-mouth referrals.

5. A More Supported Team Freed from constant interruptions, the team could work more efficiently and enjoy their roles more, improving both morale and productivity.

The Results at a Glance

📉 50% fewer incoming calls

⏱ 20 hours saved per week

💰 Increased revenue and compliance via wellness plan adoption

🐾 Higher client satisfaction and referral rates

😀 Happier, more efficient team

In Dr. Hodges’ Words

David qualified from Cambridge University Veterinary School in 1991. Specialising in companion animals from the start of his career. He built a 27 clinic practice called Pet Doctors which he sold in 2010. He loves being a vet but is not suited to large corporate veterinary practices as he feels that the personal service is missing and the pricing excessive.

“For me one of the huge points of value is that the chat feature means I’m doing 50% less phone calls… And then if you get into reminders, it’s just no-brainer stuff; you’re only limited by your imagination. And that’s before you get to customer service and referrals because the clients love it.”

David’s new clinic (with the aid of PetsApp) aims to be small, friendly with great care at sensible prices. David believes pets are to be celebrated and that owning a pet should be fun.

📲 Find out how PetsApp can help your practice achieve similar results and more...