CASE STUDY

PetVet365

OVERVIEW

I probably called every text service out there, but I knew I wanted to go with Text Request because the customer service was spot on.

Industries
Veterinarian

No pet should have to wait—which is why we utilize text messaging to get them the care they need ASAP.

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CHALLENGE

We originally relied on Zipwhip to text clients, so we needed to act fast when they announced they were shutting down.

I founded PetVet365 with the belief that pets should receive the highest standard of care 365 days of the year. No pet should have to wait—which is why we utilize text messaging to get them the care they need ASAP. People want to text, especially when their pet needs something and they’re in panic mode. PetVet365 provides the ultimate experience for both the pet and client by communicating with clients the way they prefer.

We originally relied on Zipwhip to text clients, so we needed to act fast when they announced they were shutting down. I probably called every text service out there, but I knew I wanted to go with Text Request because the customer service was spot on.

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APPROACH

Texting is so much more efficient than having a receptionist tied up on the phone.

25% to 30% of our clients make payments over text. No one wants to stand in line with an angry cat at a front desk to get their invoice. Text Request’s Payments feature eliminates that headache. If a pet is dropped off with us for a surgery, their owner can be checked out even before they arrive to pick their pet up. They text to request payment, the owner enters their credit card through a secure link, or just replies to confirm payment, and they're checked out before they even pick their pet up. That’s a win-win for everybody. 

Without text messaging we wouldn't be able to offer the after hours telehealth we do. We close at 5 p.m., but pet owners can still text in until 10 p.m. to get advice on if they should go to the ER, or wait to schedule an appointment the next day.  We also text owners when their pet goes into surgery and as soon as they’re out. These texts usually include pictures of the pets snuggled up safely in a blanket with the message like, “Hi Mom, I can’t wait to see you again soon!” You can’t place the value on what that means to clients. Text messaging is a powerful way to show them their baby is going to be okay.

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25% to 30% of our clients make payments over text. No one wants to stand in line with an angry cat at a front desk to get their invoice. Text Request’s Payment feature eliminates that headache.”
Andrea Johnson, Founder
PetVet365

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RESULTS

You can’t place the value on what being immediately available via SMS means to pet owners.

The transfer of all our Zipwhip data was seamless, and Text Request did a lot of backend work to make sure our locations’ different banking accounts were properly synced with their Payments feature. 

Text Request is what we would want as pet owners. It’s just a no brainer. As a business with multiple locations, it’s also great to have the ability for one admin to oversee all of the phone lines. It’s so much more efficient than having a receptionist tied up on the phone.

Our reviews have drastically increased since we started texting, too—not only because clients are more likely to leave a review when we text them the link directly, but because of how it's improved our overall customer experience.

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