Example case study
Two CSRs, four ringing lines at 10 a.m.
Ninety days later, the desk keeps up.
This veterinary software success story follows Merrow Vale Vet Care, an example practice with two DVMs, four CSRs and one location. In 90 days on the full plan, unanswered calls started getting replies, pet parents booked online at night and no-shows fell by more than half.
- Calls handled
- Fewer no-shows
- New site live on day 14
-61%no-shows a month after 90 days on the plan
Where it was
A Tuesday at Merrow Vale, before the planA Tuesday before the plan
Two DVMs, four CSRs and one front desk. Each tab is a moment from Merrow Vale's old week, before our team changed anything there.
Merrow ValeTwo DVMs, one location, exampleBefore
The fix
Three changes that did the most
Merrow Vale signed up for everything we offer. These three parts made the biggest difference in the first 90 days.
Website
Their old site, rebuilt to book
Our team wrote and built a new site in 14 days, moved the old content over and put the clinic's Google reviews on the home page.
- Pages about its own services
- Mobile-friendly and accessible
- Unlimited page changes
- Old content and domain moved over
Before: last updated in 2016After: new pages that take bookings
Direct Booking
Bookings at 9 p.m., from Maps
Pet parents now book from Google Search, Maps and the site, any hour. Each booking writes into the PIMS, and a card on file holds the slot.
- Booking at 9 p.m. or on Sunday
- Intake sent by text the evening ahead
- Reschedule and cancel from a link
- Deposits on surgery bookings
Before: booking by phone in office hoursAfter: booking from Google
Reminders
Reminders that get replies
Vaccine and wellness reminders now leave on each pet's due date from the clinic's number, with the household's other pets folded in, and a reply books.
- One text for a three-pet home
- Confirm or reschedule by reply
- Lapsed-client win-back by text
- Texts in Spanish for those who ask
Before: an 844 numberAfter: the clinic's own number
Ninety-day timeline
What happened, week by week
Merrow Vale's manager spent one hour on the setup call. Our team did the rest, and each stop below shows what changed at the desk.
Week 1
The setup call
Our team moved the client and pet list over, connected the PIMS and wrote every page of the new site, all from one call.
Day 14, live
Everything live
The site, online booking, texting and reminders went live together. The four CSRs trained in an hour, and the clinic kept its phone number.
Month 2
Into the Maps top three
A review ask follows each visit, and each review gets an answer in the clinic's name. Maps ranks it top three.
Month 3 onward
A monthly look at numbers
Each month the manager reads one report, from missed calls to which ad won each new client, then talks it through with Dana.
Plan the next 90 days at your desk
On a free 30-minute call, on video or phone, we size up your phones, your schedule and your Google listing as they stand today, and what would change first. Month to month, no setup fee, live in 14 days.
The team at day 90
Ryan D.Owner, Fenby +18 a monthnew clients since launchI've signed yearly contracts before. This plan lets us walk away any month, and I've never wanted to.
Marisol W.CSR, Bayside 41 moremorning bookings a weekLine four used to ring out at 10. These days a reply reaches that caller before I've finished check-in.
Desmond N.DVM, Oakmont -70%callback notesThe desk used to hand me a stack of messages at 6. Now most are booked before I see them.
Alana K.Manager, Oaks No clipboardsat the counterFirst-time pet parents send the pet's history from home now. Check-in is a hello, not a clipboard.
Rohan S.Head CSR, Linden 1 tapto send a pickup textPickup day used to bring five calls asking if Biscuit was ready. Now I text a photo and a time.
Jamie R.Ops lead, Birch Down 33%overdue vaccinesPet parents answer reminders now that they come from our number. Overdue pets dropped by a third.
Story FAQ
Questions owners ask after this story
Owners ask these after reading the Merrow Vale story. Type setup, contract or AI, and only matching answers stay.
5 questions
Are Merrow Vale's numbers real?
No. Merrow Vale is an example, name and numbers made up, built from common vet problems.
What did the practice sign up for?
Everything. That meant the front-desk software with its AI receptionist, a site we wrote and still edit, and the marketing. All three come in one monthly plan, priced on a 30-minute call.
How long did setup take for a two-DVM practice?
The plan went live on day 14. Bringing the client and pet list across and training all four CSRs came included, with no setup fee. The practice manager gave up one hour, not a week.
Did the AI receptionist replace any of the CSRs?
No. It answered only when all four CSRs were busy, over the lunch hour and once the doors closed, then left anything it couldn't book for the desk the next morning.
Where would my practice start?
Wherever your biggest leak is. Request a demo: it's a free 30-minute call, on video or phone. We trace where missed calls, open slots and late reminders cost you most.
Owners search for
Your own question?
Curious how this maps onto your own clinic? Our team answers at sales@companionbooked.com.
Dana WhitfieldAccount manager
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