CASE STUDY
How Hays Towne Veterinary Hospital Upgraded Client Communication with Vello
Hays Towne Veterinary Hospital, a single-doctor general practice in Hudson, Florida, has long prioritized high-quality care for pets and seamless client communication. With a commitment to staying ahead in technology, Practice Manager Leanne Ridenour sought a modernized solution to enhance appointment scheduling and client engagement.
Company
Hays Towne Veterinary Hospital
Hudson, Florida
Practice info
General Practice, 1 Doctor
Products
Cornerstone customer since 2011, upgraded from Pet Health Network Pro to Vello in May 2024 as part of our Vello beta program
Challenge
Before switching to Vello, Hays Towne Veterinary Hospital relied on Pet Health Network Pro for client communication and appointment reminders. However, as client expectations evolved, Leanne recognized the need for a more advanced and flexible solution. The practice needed:
- More modern and user-friendly appointment reminders
- Better tracking of unconfirmed appointments
- An online scheduling tool that clients would readily adopt
- Greater customization and flexibility in reminder setting
Solution
In May 2024, Hays Towne Veterinary Hospital joined Vello’s beta program, eager to explore its capabilities and see how it could improve their workflow. They quickly embraced key features of Vello, including:
- Reminders: Customizable instructions and an intuitive confirmation process made it easier for clients to manage their appointments.
- Unconfirmed Appointments Dashboard: A daily monitoring tool that streamlined follow-ups and reduced no-shows.
- Online Scheduling: Initially implemented for wellness appointments, online scheduling was met with enthusiastic client adoption and appreciation.
Results
By transitioning from Pet Health Network Pro to Vello, Hays Town Veterinary Hospital saw immediate improvements in practice efficiency and client satisfaction. Key benefits included:
- More control over appointment reminders, including the ability to turn off specific cadences like the 90-day reminder.
- Streamlined appointment confirmation follow
- Increased client engagement and scheduling ease, with strong adoption of online appointment booking.
Looking Ahead
Leanne and her team continue to find value in Vello, appreciating the platform's ongoing enhancements. They look forward to upcoming features like mass communications and digital forms, which will further elevate their client communication strategy.
"Many of the enhancements I was looking for have already been made – love that I can turn off the 90-day reminder now. Vello is growing quickly and headed in the right direction, we’re definitely keeping the program."
— Leanne Ridenour, Practice Manager
Conclusion
By upgrading to Vello, Hays Towne Veterinary Hospital successfully modernized their client communication, streamlined appointment management, and enhanced the overall customer experience. Their success story highlights how Vello’s intuitive and evolving platform is helping veterinary practices stay ahead in client engagement.