Less phone time and fun app

It's been great. I feel like I can concentrate more on my job and it helps our receptionist and manager be able to communicate to our clients in a efficient manner.

Pros

This software has saved me so much time. With Reminders and reaching out to our clients it has saved us a ton of time. When I was doing reminders with snail mail it took me over 5 hours. Now with texting, emailing, and sending cards for us that is more time for me to do more necessary duties at the clinic. We are also able to double check phone numbers, emails, and contact information that petdesk alerts us before our clients come here. Our clients love the app to request RX refills and make appointments without even calling us on the phone. We can also send mass messages about Holiday closers and promotions we have coming up. We feel more connected to our clients now with Petdesk and that is important to us in the Veterinary Business.

Cons

understanding more about the stats and graphs with the program. I seem to ask everytime because I have to redefine the meaning of them.

Convenient communication with our clients

So far we love PetDesk. There are some kinks to work out but customer service has been fantastic and prompt at fixing our issues. We now try to screen shot the issue and send it directly to the agent in the chat box message on the webpage.

Pros

It's very easy to use, navigation is not difficult even for those who aren't as computer savvy. The two way text is very convenient as most people prefer text these days anyway. I also love that there is a Pet Portal for the clients so they can keep track of their pet's vaccinations, appointments, medications, etc.

Cons

The two way text feature has some issues. You have to refresh often to see new communications and there have been times the conversations seem to overlap if you are speaking with more than one. It's hard to explain so refreshing has to be done all the time so you aren't responding to the wrong person. The phone number integration needs some work also. As PetDesk can be utilized by several hospitals and clients, we see many that already have an account but don't realize it and then create a secondary account. This makes for a challenge when we are searching by client name and they aren't appearing. We then search by phone number and have to reach out that way. The phone number is usually the same, linked to our client in our database but doesn't show up in the PetDesk system. I know you've implemented "valid number" next to client phone numbers but it's still confusing and takes more time to send clients messages. It would also be nice to change the "range" time for appointments to perhaps 3 time slots they prefer. Adding an additional pop up or alert that this is a REQUEST and not an actual appointment would be helpful as well. I know you have that in place but clients don't read everything so maybe something in their face, bright, BOLD, BIG, will clarify that they are requesting an appointment and that it is NOT confirmed. We've had many clients get confused with that and I'm sure it has everything to do with them not reading through everything.

A great addition to a practice!

Pros

I first used this software when it was implemented into my previous clinic, which was a 5 doctor practice with multiple phone lines, and was the busiest clinic in my town. This helped so much with keeping hold times down and being able to attend to emergencies faster.

Cons

One of the biggest issues was with appointment scheduling. If someone requested an appointment and that timeslot was unavailable, we could send them 2 options for new times. However, if, by the time the client responded, those timeslots are no longer available, it becomes more difficult to communicate with them.

I Recommend PetDesk to other veterinary clinics.

Easy to work with, excellent support staff!

Pros

Ease of client to clinic communication. Two-way texting with client. Appointment scheduling and confirming. Loyalty program!

Cons

I can't think of anything we don't like about PetDesk.

PetDesk Review

Overall, it is a good experience. We use Petdesk all day, every day at our practice. The loyalty program we are able to offer is very popular. The customer service staff, as well as our direct rep are all very friendly/helpful.

Pros

The 2-way texting capability is a godsend. With more and more clients becoming driven by technology, this makes sending out all sorts of communications easier.

Cons

Being unable to edit client information as an admin. It would be helpful when a client's contact information changes, vs contacting Petdesk customer service.