CASE STUDY
How Southside Animal Hospital doubled their fecal compliance with Vello
Southside Animal Hospital, a fast-paced one-doctor practice in Lansing, Michigan, knew it was time to modernize client communication. Using Neo as their PIMS, Practice Manager Teresa Marhofer set out to introduce automation that would save staff time and better engage clients. When they implemented Vello, they expected improved workflows. What they didn’t expect was a dramatic rise in fecal compliance, increased staff efficiency, and a noticeable lift in client satisfaction—all in the first week.
Company
Southside Animal Hospital
Lansing, Michigan
Practice info
General Practice, 1 Doctor
Products
Neo since May 2024
Challenge
Before Vello, Southside Animal Hospital relied on manual appointment reminders and confirmation calls—consuming valuable staff time and limiting their ability to stay proactive. With a lean team and growing client base, they needed an efficient, automated solution to:
- Save time on routine client communications
- Increase visit and fecal compliance
- Make it easier for clients to schedule appointments and follow recommendations
- Free up staff to focus on care, not coordination
Solution
In April 2025, Southside Animal Hospital implemented Vello, drawn to its seamless integration with Neo and ability to automate client engagement. The impact was immediate:
- Automated Reminders & Fecal Sample Compliance: Staff no longer had to manually follow-up—Vello’s appointment reminders prompted a record-setting day for fecal sample collection.
- Time Savings Automations: Features like 2-way SMS, confirmation status writeback, and the Unconfirmed Appointments Dashboard helped the team communicate more efficiently and eliminate unnecessary phone calls.
- “I love being able to look at the Unconfirmed Appointments Dashboard—if someone hasn’t confirmed, we just give a quick call. No more phone tag.”
- Real-time Scheduling: Clients could view and request open appointments directly from Vello, drastically reducing time spent on scheduling logistics.
- Effortless Setup & Workflow Integration: Setup was simple and fast. Daily use was intuitive, with SMS writeback and Vello notifications built right into the Neo workflow.
Results
By shifting from manual processes to Vello, Southside achieved significant gains in compliance, client satisfaction, and team productivity. Key outcomes included:
- Increased fecal compliance: Fecal sample rates have gone from 2-4 fecal samples a week, to 5 to 10 fecal samples per day, with 10 out of 12 clients bringing in fecal samples on day one of Vello. Better yet, the fecal SMS reminder is prompting first time fecal samples and conversations on the value of preventive testing.
- Revenue growth: Increased fecal diagnostics are adding up quickly, giving Southside more opportunities to recognize and reward their staff.
- Time-savings: Automated confirmations and online scheduling have replaced previously manual activities.
- Increased client engagement and satisfaction: Clients love easier access to appointment details, vaccination records, and personalized communication via 2-way SMS and photo sharing.
- Tip: Southside added their Vello QR code to every invoice, making it even easier to drive client adoption.
Looking Ahead
With the success of fecal compliance and appointment efficiency, Southside is eager to expand their use of Vello—specifically by enabling diagnostic screening recommendation and recommended care capabilities.
“It’s not about selling—it’s how you deliver education so clients can make the best decisions for their pets.”
Southside views Vello as a tool not just for operational efficiency, but for driving deeper client education and compliance.
“It’s so important to step outside our comfort zone and lean into educating our clients about the ‘why’ behind our recommendations. If they decline, that’s okay. But they deserve the opportunity to make an informed choice.”
Teresa’s advice to other practices?
“Be bold. Step outside your comfort zone. Give clients every opportunity to do the right thing.”
“It is never bad medicine to recommend checking a stool sample or doing bloodwork – I don’t care how old your pet is. If it comes back normal, great. It still gives us a baseline. Vello enables us to do the right thing for our patients in a whole new way.”
— Teresa Marhofer, Practice Manager
Conclusion
By integrating Vello, Southside Animal Hospital didn’t just streamline communication—they unlocked new levels of preventive care compliance and client engagement. From record-setting fecal returns to major time savings, their success highlights how Vello’s automation empowers small practices to work smarter, educate clients more effectively, and ultimately provide better care for every patient.