Increase in Revenue
Reduction in Missed Calls
Faster Response Times
Improvement in Operational Efficiency
About Thrums Veterinary Group
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
These challenges were impacting both client satisfaction and staff efficiency, threatening the practice's reputation for excellence that they had built over decades.
The PetsApp Solution
Thrums partnered with PetsApp to implement a comprehensive digital transformation strategy that addressed each of their customer service challenges:
1. Unified Communication Platform
Centralized all client communications across multiple locations into one seamless system.
2. Automated Appointment Management
Streamlined booking processes with intelligent scheduling and automated confirmations.
3. Smart Reminder System
Reduced missed appointments with personalized, multi-channel reminder notifications.
4. Real-Time Client Updates
Enabled instant communication about appointment status, treatment updates, and care instructions.
5. Digital Client Portal
Provided clients with 24/7 access to their pet's health records and appointment history.
6. Staff Efficiency Tools
Automated routine tasks, allowing staff to focus more on providing exceptional patient care.
Exceptional Results
The implementation of PetsApp's comprehensive solution delivered remarkable improvements across all key performance indicators:
21% Increase in Revenue
Wellness Plan adoption and client feedback scores improved significantly due to enhanced communication and service consistency across all locations.
70% Reduction in Missed Calls
Automated systems and improved call management dramatically reduced the number of unanswered client inquiries.
40% Faster Response Times
Streamlined processes and automated workflows enabled much quicker responses to client inquiries and requests.
50% Improvement in Operational Efficiency
Staff productivity increased significantly as administrative burdens were reduced through intelligent automation.
Key Success Features
Digital Appointment Booking
24/7 online booking system that integrates seamlessly across all practice locations, reducing phone congestion and improving client convenience.
Automated Smart Reminders
Intelligent reminder system that sends personalized notifications via SMS, email, and app notifications, significantly reducing no-shows.
Centralized Communication Hub
Unified platform that consolidates all client communications, ensuring consistent service quality across multiple practice locations.
Real-Time Status Updates
Instant notifications keep clients informed about appointment changes, treatment progress, and important health updates for their pets.
"PetsApp has revolutionized how we deliver customer service across our multiple locations. The 70% reduction in missed calls 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."
Practice Manager, Thrums Veterinary Group
Continuing the Legacy of Excellence
Thrums Veterinary Group's partnership with PetsApp demonstrates how traditional veterinary practices can embrace digital innovation while maintaining their core values of compassionate care. By leveraging technology to enhance rather than replace the human touch, they've successfully evolved their customer service experience for the modern era.
The remarkable improvements in client satisfaction, operational efficiency, and staff productivity have positioned Thrums as a leader in veterinary customer service excellence, setting new standards for multi-location practice management in the Scottish Borders and beyond.
