CASE STUDY
How Downtown Pet Hospital Boosted Compliance and Client Engagement with Vello
Downtown Pet Hospital, a thriving five-doctor general practice in Orlando, Florida, has been using Neo as their practice management system since 2016. As the practice grew, they sought a way to automate and enhance client engagement, particularly around appointment reminders and preventive care compliance.
Company
Downtown Pet Hospital
Orlando, Florida
Practice info
General Practice, 5 Doctors
Products
Neo since 2016
Challenge
Before adopting Vello, Downtown Pet Hospital leveraged Neo's built-in client engagement features to meet their initial communication needs. However, as their client base expanded, they needed a more robust solution to:
- Automate and improve the effectiveness of appointment reminders
- Increase compliance with preventive care, including annual wellness visits
- Provide clients with easier access to scheduling and medical records
- Reach even the hardest-to-contact clients to ensure they stayed on top of their pets’ health
Solution
In April 2024, Downtown Pet Hospital implemented Vello, drawn to its seamless Neo integration and advanced reminder capabilities. The practice quickly saw the benefits of:
- Automated Reminders: Reliable and effective communication with clients, including diagnostic screening recommendations and a fecal sample checklist.
- Online Scheduling: Enabling online scheduling was seamless in Vello and led to immediate adoption by clients, streamlining booking for wellness visits.
- Enhanced Client Experience: Clients appreciated the ability to access their medical records, improving transparency and engagement.
Results
By switching from Neo’s appointment reminders to Vello, Downtown Pet Hospital saw a significant increase in compliance for scheduling annual wellness visits. Key outcomes included:
- Higher forward booking rates, as clients now proactively schedule preventive care visits.
- More effective client outreach, ensuring even hard-to-reach pet owners receive timely reminders.
- Positive client feedback, with many appreciating the convenience of online scheduling and record access.
Looking Ahead
Downtown Pet Hospital continues to see the benefits of Vello and is committed to using it as a core part of their client engagement strategy. With strong early results, they look forward to further enhancing compliance and preventive care outreach.
"Definitely seeing an impact on both appointment compliance as well as forward booking for annual visits." "The reminders are amazing. We love how seamless it is to reach our clients."
— Taylor O’Reilly, Client Service Representative
Conclusion
By integrating Vello, Downtown Pet Hospital transformed their client communication and preventive care strategy, driving higher compliance and improving the overall customer experience. Their success showcases how Vello’s automation and engagement tools help veterinary practices stay proactive in patient care.