CASE STUDY
Pawsitive Wellness Veterinary Care boosts diagnostics, efficiency, and growth with Vello + ezyVet
Pawsitive Wellness Veterinary Care, a two-doctor general practice in Eugene, OR, adopted Vello alongside ezyVet in April 2025 to modernize client communication without adding staff workload. By leveraging two-way texting that writes back to the medical record, automated appointment reminders, and proactive wellness and fecal education before visits, the practice cut down on time-consuming phone calls and started diagnostic conversations earlier. The results were striking: year over year, total visits rose 23%, wellness visits 29%, and total revenue 25%—even with one veterinarian on a four-month parental leave—while fecal tests run jumped 131%, making Fecal Dx antigen testing the practice's #4 revenue-generating service. Owner and practice manager Andria Saxon credits the seamless ezyVet integration and time savings as an easy ROI, and plans to expand further with direct online booking and Vello's upcoming analytics dashboard.
Company
Pawsitive Wellness Veterinary Care
Eugene, OR
Practice info
Two doctors, General Practice
Products
ezyVet + Vello
Vello Go-Live
April 2025
Features Used
Two-way SMS, medical service reminders, appointment reminders, online scheduling, pet owner app
Challenge
Delivering high-quality care while protecting the team’s time
Pawsitive Wellness Veterinary Care opened its doors in 2018 to deliver exceptional medicine to the community. As the practice grew, owner and practice manager Andria Saxon saw the same efficiency challenge facing many modern clinics: increasing client communication demands paired with limited staff time.
While ezyVet provided a strong operational foundation, workflows still relied heavily on phone calls and manual communication.
“We were already texting some through ezyVet, but it wasn’t enough. Phone calls take time, and you lose momentum trying to reach people.” - Andria Saxon, owner/practice manager
The team needed a way to modernize communication, increase diagnostic compliance, and improve efficiency without adding complexity or another system.
The solution
A seamless extension of ezyVet with Vello
When evaluating engagement platforms, Andria looked closely at how tools would fit into her existing workflows. Integration, reliability, and trust ultimately mattered most.
“I liked how Vello integrated so smoothly with ezyVet, and I trust IDEXX. They take good care of us and solve problems quickly.”
With Vello and ezyVet so seamlessly integrated, Pawsitive Wellness was able to implement:
- Two-way texting that writes back automatically to the patient’s medical record (no more copying and pasting)
- Automated appointment reminders with pre-appointment instructions
- Proactive wellness and fecal education before visits
- Faster follow-ups without increasing staff workload
“Just buying time back for my team made it an easy return on investment.”
The Results
Measurable practice growth
In the months following Vello adoption, Pawsitive Wellness saw significant gains across visits, diagnostics, and revenue—even while one veterinarian was out on a four-month parental leave.
Practice-wide impact year over year*:
- 23% increase in total visits
- 25% increase in sick visits
- 29% increase in wellness visits
- 25% increase in total practice revenue
“We were still growing while one of our highest producers was out. That told us a lot about the systems we had in place.”
Surge in diagnostic compliance
One of the most dramatic improvements came from proactive fecal reminders and early diagnostic conversations. By using appointment reminder messages to prompt clients to bring fecal samples and introduce wellness lab discussions before appointments, the team reduced exam room friction and increased compliance.
The impact:
- 131% year-over year increase in fecal tests run
- With this increased compliance, IDEXX Reference Laboratories Fecal Dx antigen testing became the #4 revenue-generating service in the practice
“Anything we can do to start having conversations sooner and give people fewer surprises in the exam room is so important. That’s a lot of poop, and it’s a lot of diagnoses that would not have happened without it!”
Efficiency with two-way texting
Today, two-way texting is the most heavily used and highest-value Vello feature at Pawsitive Wellness. The team relies on it for:
- Post-visit care check-ins
- Prescription-ready notifications
- Sharing lab results
- Client follow-up questions and photos
- Confirming online appointment requests
“Probably the thing we get the most traction out of is the two-way texting. That has been huge for us. It takes seconds instead of a phone call, and it still feels personal. The time savings are enormous, and clients really love it.”
Phone calls are now reserved for complex or urgent cases, allowing staff to stay focused and engaged throughout the day.
The bottom line
For Pawsitive Wellness Veterinary Care, Vello didn’t just streamline communication—it fundamentally changed how the practice operates, grows, and delivers care.
By placing wellness care recommendations earlier in the customer journey and simplifying workflows for staff, Vello helped transform everyday moments into meaningful outcomes. The result was better diagnostic compliance, more prepared clients, and lower demand on team members’ time, all with measurable financial growth to match.
Today, Vello is woven into nearly every client interaction at Pawsitive Wellness, powering proactive care, protecting staff time, and enabling the practice to focus on what matters most: healthier pets, informed clients, and a team that can sustain excellence in care over time.
Next up: Continuing to grow with Vello
Vello isn’t something that was turned on at Pawsitive Wellness and left alone in the background. It’s a platform the practice continues to grow into as new features are released.
“The constant development is important to me. I like knowing what’s coming and being able to plan for how we’ll use it.”
As Vello evolves, Andria has already identified the next capabilities she plans to implement to drive even more efficiency and access for clients:
Direct online booking
While the practice already utilizes online appointment requests, direct booking is at the top of Andria’s list. By allowing clients to schedule their own appointments within clearly defined rules, the practice expects to free up CSR time while giving pet owners more control and convenience.
Analytics and data dashboard
With an upcoming feature release to access a dashboard for practice performance data, Andria is eager to track trends over time—especially diagnostics, wellness services, and return on investment.
“Being able to pull year-over year numbers and drill into the data will help us understand what’s really working.”
With Vello continuing to evolve alongside ezyVet, Andria sees the platform as a long-term partner that supports where the practice is today, while helping prepare for what’s next.
At Pawsitive Wellness Veterinary Care, Vello isn’t done delivering value.
It’s just getting started.
*Practice reported data in February 2026 as part of an ezyVet reporting dashboard beta program