The client communication platform built for IDEXX PIMS

Vello is a client engagement platform that integrates directly with your IDEXX practice management software—ezyVet, Neo, or Cornerstone—to simplify and automate client communication. It drives client compliance, education, and satisfaction through key capabilities like automated appointment and medical service reminders, two-way texting, online scheduling, and post-visit communications and surveys. Pet owners also have access to a mobile app and portal where they can view and download vaccination history, request prescription refills, view medical records, access personalized care recommendations with helpful explanations, and manage their pet’s care journey.

Vello streamlines communication before, during, and after visits, helping practices stay connected at every step of the client journey. Practices using Vello report fewer no-shows, more visits, better preventive care compliance, and happier clients—thanks to easier confirmations, timely reminders, and convenient access to pet health information. Vello also boosts practice efficiency by automating routine tasks, reducing time spent on the phone, and enabling richer client connections through two-way SMS with photo sharing and seamless integration that eliminates system toggling.

Vello includes:

• Automated appointment and medical service reminders
• Two-way SMS messaging
• Pre-visit instructions, including fecal sample reminder and diagnostic screening recommendation
• Online appointment requests and scheduling
• Digital forms with automatic writeback^†*
• Post-visit communications and surveys
• Communications inbox and unconfirmed appointment dashboard
• Client education and compliance tools
• Mass communications and postcards
• Rx refill requests
• Pet owner app and web portal

Vello sends automated appointment reminders via text and email, helping clients stay informed and making it easy to confirm with a single click or tap. A day-of reminder at 7 a.m. can include custom instructions or important details, like bringing a fecal sample, so clients arrived prepared. By keeping appointments top of mind and reducing surprises, Vello helps cut down on both no-shows and cancellations. Practices using Vello have seen no-shows drop by about 19%^1.

Yes. Vello automatically notifies pet owners of upcoming or overdue preventive care (vaccinations, screenings, etc.). Practices using Vello are seeing a 5.5% increase in wellness visits² and a 3.3% increase in revenue^2.

Vello is the only client engagement platform built specifically for IDEXX software. Unlike third-party tools, it integrates deeply with your PIMS, reading live calendar data, pulling client and patient information, and automatically recording communications in the client record. Vello also features an embedded inbox in ezyVet and Neo, real-time scheduling sync, automatic writeback for confirmations and messages, and instant data flow between systems, delivering a smoother, more connected workflow.

Yes. Vello seamlessly integrates with ezyVet, Neo, and Cornerstone.

Pet owners can access Vello through either:

• The Vello mobile app (available on Apple App Store and Google Play), or
• A secure, password-free web portal.

From there, they can request or book appointments, view appointment details, access records, download vaccination history, request prescription refills, and easily find your contact information including the practice text number. Clients can also open Vello directly from links in appointment or medical service reminders, or via a link on your practice’s website. 

Reported outcomes include 19% fewer no-shows^1, 5.5% more wellness visits^2, a 3.3% increase in revenue^2, and hours of staff time saved each week through automation.

Yes! Vello Digital Forms and Surveys both include built-in AI capabilities, such as AI prompts and upload tools, that make it easy to create new forms and surveys from scratch or based off of existing ones.

Not at all. Vello is designed to be intuitive and easy for staff to learn. Because Vello pulls existing client, patient, and schedule data directly from your IDEXX PIMS, most teams feel comfortable after a quick walkthrough of the settings and inbox.

Setup is fast and straightforward. After your contract is signed and the system is activated, your onboarding specialist will guide you through a 60-minute onboarding call to review your settings and begin setup. A follow-up call is scheduled after SMS registration is complete to walk through features like the inbox and appointment requests. Most practices can be fully up and running within 10–15 days after signing.

Vello offers a variety of self-serve resources to help your team get the most out of the platform. The Vello Knowledge Center includes training guides, help articles, step-by-step instructions, and release notes. You can also explore the Vello Demo Hub for interactive walkthroughs, and watch short, on-demand webinars here. A guided settings tour is available anytime to walk you through key configuration options. For ongoing support, practices can call the support line for their corresponding IDEXX PIMS.

Vello is available for a flat monthly fee of $249, which covers all core capabilities, including unlimited two-way texting with photo sharing and no character limits. There are no user limits, and there’s no cost to pet owners.

The only additional cost is for optional printed postcards, which are available at $1.10 per postcard.