Case study

How Village Vets maintain community interaction

How Village Vets used PetsApp to fortify their integral position within their local community, enabling them to provide pet owners with the highest level of personal, conscientious and caring animal health care possible.


months on PetsApp


in revenue


pets registered


average customer satisfaction

About Village Vets

Based on the North West coast of England, this Merseyside clinic is an independent practice with 5 vets, 7 nurses and 4 support staff. Their mission is to provide pet owners with the highest level of personal, conscientious and caring animal health care possible.

When checking out their online reviews, it is clear that they are a well-loved and integral part of the local community. So, it is no surprise that they have looked to PetsApp as a convenient digital tool with a personal touch to help them continue to meet rising customer expectations.

Maintaining community interaction

Village Vets pride themselves on being an active part of their local community - and due to various lockdowns throughout the year, they had to think on their feet on how to keep in touch with their valued clients.

Howard Goatley (Practice Manager) said:

“The team felt that the lockdown restricted the face-to-face contact we were used to and that clients valued about us. Using PetsApp, the reception team has been able to reach out and maintain that bond. It meant we could be proactive with clients rather than reactive, and we were able to catch-up with clients that were alone due to the lockdown.”

Stop the phones ringing off the hook...

“Using PetsApp reduced phone calls, and allowed the reception team more time to focus on the customer in front of them” - Howard Goatley

Whereas you can’t see the issue at hand on the other end of a ringing telephone, you can prioritise text chats at a glance. Veterinary team members not only have longer to respond but can also better manage their workloads while exceeding client expectations.

Spreading the word

With these benefits in mind, the Village Vets team were keen to get as many of their pet owners using PetsApp, and put their thinking caps on how to get people joined up.

They sent out easy-to-use QR codes and links to their PetsApp via as many avenues as possible; including social media, client emails, online booking appointments and text reminders. The real brainwave was displaying PetsApp QR codes in their car park, so pet owners could let them know they’d arrived through the app, and came into the clinic having already downloaded it. This allowed them to set the expectation of communication and contactless digital payments through PetsApp from the get go - particularly at a time when traditional payment was made difficult.

Post-Op check-ins

Their Crosby site was the real early adopter, picking up PetsApp to conduct post-op updates - sending pictures and messages to worried pet owners to keep them in the loop. This had multiple benefits - besides the aforementioned time-saving element, it displayed the high standard of care provided by the nursing team that the client might never otherwise have seen.

Overall Village Vets have deployed PetsApp to further elevate the level of care and service their patients and clients receive, while putting their valued team front-and-centre, and in better control of their own workloads.

"PetsApp has improved our communications with clients, reduced our telephone calls and enabled us to take secure payments remotely. It’s transformed the way we do business." Howard Goatley, Co-owner & Practice Manager, Village Vets

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