CASE STUDY
Animal Talk Medical Center strengthens client communication and boosts preventive care with Vello
Animal Talk Medical Center, a two-doctor general practice in Wentzville, Missouri, had long prioritized strong client communication, but their previous platform was holding them back. Inconsistent syncing, unreliable reminders, and missing core capabilities like two-way texting created daily friction for staff and confusion for clients. In June 2025, the practice went live with Vello, and the difference was immediate. By combining seamless Cornerstone integration with built-in two-way texting, customizable reminders, and an easy-to-use client app, Vello gave Animal Talk the tools to run a smoother operation, engage clients more effectively, and drive measurable growth in preventive care compliance.
Company
Animal Talk Medical Center
Wentzville, MO
Practice info
Two doctors, General Practice
Products
Cornerstone + Vello
Vello Go-Live
June 2025
Features Used
Two-way texting, online appointment requests, appointment reminders, medical service reminders, Vello pet owner app, Recommended Care
Challenge
Animal Talk Medical Center has always been focused on client engagement, and after moving away from Pet Health Network Pro in 2019, they adopted another solution on the market. Although the platform initially appeared to meet their needs, the team ultimately faced daily operational challenges due to poor syncing, inconsistent reminders, and unreliable communication tools.
Appointment syncing issues created major workflow problems.
Previously, appointment and client data only once every 24–48 hours, which meant:
- Clients routinely received reminders for incorrect or outdated appointment times.
- Confirmed appointments didn’t always appear on the Cornerstone schedule.
- The team experienced frequent “phantom confirmations,” unexpected walk‑ins, and a high volume of support calls.
- Free up staff to focus on care, not coordination.
Missing core capabilities.
Two-way SMS was a critical need for Animal Talk Veterinary Hospital, but their previous provider did not have an integrated offering. This meant they had to onboard yet another solution to fill the gap.
Customization was limited.
The practice needed tailored appointment reminders for grooming, surgery, boarding, and wellness appointments—something they were unable to support.
Unable to maximize client adoption.
Customers often struggled to access the pet owner app due to password requirements or syncing delays, reducing overall adoption of the client app.
Why Vello
As a long-time IDEXX customer with a strong reliance on Cornerstone alongside in-house and reference laboratory diagnostic services, Animal Talk wanted a communication platform designed to work seamlessly with their existing systems. Vello offered exactly that.
- Seamless Cornerstone integration With Vello, confirmed appointments immediately populate on the Cornerstone schedule with no manual transfers, delays, or missed bookings.
“Because Vello integrates so seamlessly with Cornerstone, it just works. It’s so much smoother than anything we’ve used before.” —Amanda, Owner/Practice Manager - Built-in two-way texting The team quickly adopted Vello’s two-way texting to notify clients when prescriptions are ready, answer quick questions, receive patient photos for triage, schedule follow-ups, and document conversations automatically in their communication log in Cornerstone.
“The built‑in two‑way texting has been a lifesaver. We rely on it every single day.” - Customizable appointment and service reminders Vello’s reminder system allows Amanda’s team to add tailored messaging to pre-appointment instructions, which is something they couldn’t do before. Now they can add custom instructions to each appointment type, such as surgery, grooming, boarding, and wellness visits. They also love that fecal and preventive care recommendations are built right in.
- Easy-to-use client app Clients report an easy login experience using their email and phone number with no passwords to reset and no syncing delays.
“Clients find the Vello app so easy to use. Logging in is simple, and they have no trouble finding what they need.”
Results
- Dramatic increase in diagnostic testing Shortly after enabling Vello’s fecal checklist and preventive care recommendation options for appointment reminders, the practice saw a dramatic rise in fecal sample and bloodwork submissions. Even clients historically uninterested in wellness bloodwork have begun adopting it based on the pre-appointment prompt and education. Diagnostic revenue and compliance have noticeably increased.
- Reduction in no‑shows Because Vello syncs in real time with Cornerstone, every appointment receives accurate reminders—unlike their previous software, which often skipped reminders based on its weekly pull cycle. This has led to a noticeable decrease in missed appointments.
- Improved workflow and practice efficiency Vello helps the practice stay organized even on their busiest days. Benefits include fewer scheduling errors, fewer support calls, faster communication, better documentation, and fewer interruptions at the front desk.
“We’re always busy, but Vello helps keep us organized. The reminders, texting, and scheduling save us so much time.” - Stronger client engagement The practice has also seen high client engagement with Vello’s Recommended Care score. Many clients call asking how to improve their pet’s score, frequently reaching out to ask how they can get their pet to 100.
“For the price you pay, the features are incredible—better than anything else I’ve seen. Once we switched to Vello, things started running smoothly almost immediately. It makes it easy for clients to stay on top of their pet’s care—and that helps us deliver better medicine.”
— Amanda, Owner/Practice Manager
Conclusion
Switching to Vello transformed daily life at Animal Talk Veterinary Hospital. Staff gained time and confidence back with accurate scheduling, fewer errors, and instant two‑way communication with pet owners. Clients enjoyed clearer reminders, effortless app access, and a smoother, more connected care experience. And for the business, these improvements drove real results: dramatic increases in diagnostic testing compliance, fewer no‑shows, and more efficient operations overall.
Vello didn’t just improve their workflows—it elevated their entire standard of care, proving itself an essential driver of growth for Animal Talk Veterinary Hospital.