Case study: Boosting efficiency and client engagement with AllyDVM

Imperial Animal Hospital, a seven-doctor companion animal practice in Missouri, has always prioritized exceptional client service and streamlined operations, but their previous client engagement tools fell short. Limited customization, inefficient workflows, and poor client engagement left staff frustrated and overwhelmed. By switching to AllyDVM, Imperial Animal Hospital found a solution that transformed its communication processes, enhanced staff efficiency, and improved client satisfaction.

Challenge: Client engagement and workflow limitations

Imperial Animal Hospital’s previous communications platforms' texting capabilities did not encourage robust client engagement. Without real-time, two-way texting, communication with clients was slow and inefficient. The hospital could not text pet owners using its own phone number, leading to lag time in response or messages being ignored all together. Using separate phone numbers for texting and calling pet parents created confusion and stalled engagement. “Clients didn’t know which number to use for what—they’d often miss important communications because of the inconsistency,” explained Mary Larkin, office manager at Imperial Animal Hospital.

The lack of automated, two-hour appointment reminders also caused missed opportunities for client connections.  Staff had to manually manage reminders and follow-ups, taking time away from patient care.  Phone tag was another common pain point. Missed calls and voicemails slowed communication with clients, disrupting workflows and adding unnecessary stress to the team’s day.

On top of these inefficiencies, limited support from previous vendors left staff to troubleshoot issues independently. Without reliable assistance, they struggled to make the most of the tools they had. “We were spending too much time on manual processes, and it left room for human error,” noted Mary.

Action: Eliminate client confusion with AllyDVM

After evaluating multiple platforms, Imperial Animal Hospital chose AllyDVM as its client engagement platform. The transition was seamless, thanks to their dedicated, AllyDVM onboarding specialist. 

“Bridget set everything up for us, and by the next day, we were using the platform without any issues,” said Mary, reflecting on the smooth adoption process. “She spent so much time with us and then was available for additional training for the staff if they had extra questions."

With AllyDVM, the hospital introduced two-way texting using its own phone number, enabling real-time communication with clients. Clients immediately recognized and trusted the familiar number, improving response rates. “They love being able to communicate with us through text, and it’s so much easier for everyone,” Mary shared. Clients can also send appointment and refill requests 24/7, an added convenience which grows the practice’s esteem in their eyes.

AllyDVM’s automated reminders also solved scheduling inefficiencies. Emails were sent two days before appointments, followed by two-hour text reminders, which significantly reduced no-shows.

Internally, staff used AllyDVM to streamline communication between doctors and receptionists. Messages were relayed via text, freeing up phone lines and improving documentation. “We use the text platform to communicate on the minute—it’s helped us work more efficiently and keeps everything documented,” Mary explained.

Results: Efficient workflows and stronger communications

“The platform has been a game-changer for us—it’s made such a difference in how we operate day-to-day,” Mary said.

Two-way texting transformed how Imperial Animal Hospital communicates with its clients, who appreciate the convenience of 24/7 communication and the consistency of using one phone number for all interactions. Such improvements strengthen client trust and build positive sentiments about the practice.

Pet owners have also embraced the online appointment and refill request feature in AllyDVM. Mary recounted coming to work one Monday morning to three pages of requests.

For staff, the integration of texting into internal workflows has saved time and reduced phone use. Message history allows them to refer to previous conversations, improving accuracy and accountability in pet parent interactions. They can rely on templated, post-visit messages to reach out about follow-up care after routine vaccines and other appointments.

The success of AllyDVM has even extended to the hospital’s pet lodge, where it improved communication and reduced no-shows for grooming and boarding services.

Imperial Animal Hospital’s experience with AllyDVM demonstrates how the platform can simplify communication, improve workflows, and enhance client engagement. For veterinary practices looking to upgrade their client engagement tools, AllyDVM offers a proven solution that delivers measurable results.

Mary sums it up. “I love that you keep improving and listening to what your clients want. You're not just staying stagnant. you're giving us great tools that we can use to make our lives so much easier.”