CASE STUDY
Rover the Rhine’s seamless upgrade to Vello from Pet Health Network Pro
When Rover the Rhine Veterinary Hospital first encountered Vello, they were already using Pet Health Network Pro for client communications. While it served its purpose for texting and printing reminder lists, the clinic was ready for a more modern, comprehensive solution. That’s when Head Technician Johnnisha Rivers noticed the in-platform prompts encouraging an upgrade to Vello. Curious and motivated to improve the clinic’s pet owner engagement, Johnnisha explored the upgrade—and never looked back.
Company
Rover the Rhine
Cincinnati, OH
Practice info
General Practice, 1 Doctor
Products
Cornerstone since 2021, upgraded from Pet Health Network Pro to Vello in April 2025
Challenge
Before switching to Vello, Rover the Rhine used Pet Health Network Pro for client texting and printed reminder lists. While functional, the system lacked the flexibility and features the clinic needed to elevate their client engagement strategy. The team was looking for:
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A more modern, integrated communication platform
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Ways to better engage clients while reducing phone outreach
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Tools to streamline workflows
Solution
Head Technician Johnnisha Rivers found the switch to Vello seamless. She used the automated walkthrough, webinars, and other resources to get up and running quickly. By the time she met with her Vello customer success partner, her setup was praised as “perfect.” In addition to the simple setup and onboarding, her clinic quickly embraced key features they did not have with Pet Health Network Pro:
- Automated Reminders: The ability to send multiple reminders, including one the morning of the appointment, quickly became a favorite.
- Medical service reminders: Helped bring overdue patients back into the clinic efficiently.
- Tailored messaging: Enabled the team to include fecal sample reminders and diagnostic screening recommendations in appointment messages.
- 2-Way SMS: Clients have responded well to texting and the clinic is receiving quicker responses.
- Mass communications: Allowed the clinic to reach clients proactively and efficiently with a single email send.
- Pet Parent App and mobile experience: Clients appreciate the intuitive portal and the ability to track their pets’ care needs.
Results
Since implementing Vello, Rover the Rhine has seen noticeable improvements in communication and compliance:
- Multiple reminders, including the morning-of message, have reduced no-shows and improved appointment attendance.
- Fecal sample reminders sent at 7 a.m. have increased compliance, while diagnostic recommendations have led to more pet owners agreeing to critical testing.
- Mass communications enabled the successful revival of the “Free Vaccines for Life” program, incentivizing pet owners to stay current on diagnostics in exchange for complimentary vaccinations.
- Pet owners are finding the Vello portal and app easy to use, enhancing the overall client experience. The practice plans to use the QR code provided in Vello settings to further promote the platform.
“This was perfect. I don’t think it could be better than this. I even downloaded the app myself to see how it would look for clients—and I really like it.”
— Johnnisha Rivers, Head Technician
Advice for Other Clinics on Pet Health Network Pro
For clinics considering the upgrade, Johnnisha’s advice is simple: take your time and explore everything the platform has to offer. “It definitely has a lot of good opportunities for new things to bring into the clinic,” she shared. While the setup is intuitive, she encourages teams to be thoughtful during onboarding to get the most out of the system from day one.
Although her experience with Pet Health Network Pro was positive, Johnnisha is clear—Vello represents a significant step forward in both usability and impact.
“This was a very, very nice upgrade that IDEXX was able to offer to clinics. It’s more market friendly, client friendly, easy to switch over to, and easy for employees and clients to walk through.”
— Johnnisha Rivers, Head Technician
Conclusion
Rover the Rhine’s upgrade to Vello has transformed how the clinic communicates with clients and manages appointments. With improved functionality, a user-friendly interface, and tools that support proactive care, Vello has helped the clinic deliver a better experience for both staff and pet owners.