Their vision is to provide a traditional, yet specialist, approach in all aspects of animal care. They offer a full range of vet health care services through their team of caring and dedicated professional and support staff, many of whom have specialist interests and qualifications in the veterinary field.
HNVG marketing specialist, Verity Ramus, explains that the recent implementation of Rapport™ alongside their RoboVet™ practice management system has helped her and her team improve their client communication and operational systems markedly. Rapport is a client communication solution which integrated with the RoboVet practice management software. It has been designed to allow our clients to increase practice efficiency, improve client experience, enhance practice image, and ultimately boost the flow of appointments and revenue. The system provides fully automated reminders and recalls using the best practice approach combining post, SMS and email. Rapport not only allows customers to schedule appointments online, but it also helps you increase staff efficiency, market and grow your practice.
One area that has seen a dramatic improvement for HNVG is practice automation.
“Rapport allows us to automate many aspects within our practice, such as appointment and vaccination reminders, parasite protection and much more,” explains Verity. “This reduces the possibility of human error and ensures we are communicating with our clients effectively.”
“Using Rapport alongside RoboVet also ensures there is no risk of a GDPR breach involving customer information and we no longer use a third-party provider to deliver vital communications to our clients,” she adds.
This is a practical application of Rapports’ powerful automated communication tool, which helps improve customer service and client retention while holding valuable client and patient information in one safe, secure location.
Rapport delivers timely personalised communications
Rapport also helps practices use their valuable data and insights to deliver personal, relevant, and timely communications. This includes boosting recall and reminder rates and reducing no-shows using modern communication tools like texts, emails and online bookings.
Using RoboVet alongside Rapport lets HNVG run detailed reports and target specific clients. “We use this personalised communication for client meetings, newsletters, and events across all departments within our practice,” says Verity.
“Covetrus™ also provides great support through a dedicated Campaign Consultant. Although we send our own, Covetrus provides a Campaign Consultant who sets up and sends out the campaigns for you. All you need do is provide the content and then specify your target clientele,” she adds.
“Campaigns can be sent by email, text or post, depending on how we wish to reach our clients and what the client’s communication preferences are. All our communication looks extremely professional and is branded for our practice.”
Online portal lets clients make appointments and update details
Through the Rapport system, HNVG’s clients also have access to the practice’s online pet portal, where they can log in and change their communication preferences – and some contact details – at any time. New functionality also allows these details to be automatically updated within RoboVet to reflect these changes.
“Clients can make appointments online which is great, for example, if something non-urgent happens up on a Sunday night when the practice is closed,” explains Verity. “A client can simply login to their online portal and make an appointment via our website for the next available time that suits them. Clients can even add a new pet through the portal, which Rapport then makes available within RoboVet.”
Verity points out that, while clients have the freedom to choose an available appointment time that suits them, HNVG still retains control over which appointment slots are available for online booking. “This means we have greater control during busier periods,” she says.
“We can also manage which clients can access our online system, which is vital for any practice. It is worth noting that clients cannot change their address or cancel an appointment online,” she adds.
“Rapport also allows our clients to register online and new client details are then fed directly into our RoboVet system. Our team then receive an alert showing who has registered and what pets they have added to their account. We can then check and cross-reference this information,” Verity says.
RoboVet improves productivity and lifts profitability
This powerful functionality within RoboVet drives practice efficiency within HNVG by streamlining their processes and workflows. It also boosts their profitability by managing fees and patient information through its content database. These all combine to increase staff productivity and free up the HNVG team to focus on patients and clients in-practice.
She is also very complimentary about their dedicated Rapport Campaign Consultant. “I don’t know what we would do without Alex. She is our first point of contact and is always available to answer our questions – and there have been a few – no matter how trivial!”
“RoboVet has saved our staff members a huge amount of time and allows us to deliver a more efficient service to our clients,” Verity explains.
To help our clients get the best from Rapport we have a team of dedicated Campaign Consultants on hand to help Rapport users:
- Make the best use of existing features and new functions to boost practice revenue.
- Deliver campaigns which effectively communicate and engage clients to increase revenue, awareness, animal health, visits and loyalty
- Send out email, SMS and direct marketing which is compelling, carefully designed and in line with brand look & feel
- Benefit from time saving automated reminders, Pet Portal and online booking system
RoboVet is suitable for practices of all sizes and is designed to streamline and grow veterinary businesses and enhance patient care through its suite of practical tools and processes. It comes with many advanced features delivered ‘out of the box’ – as well as a range of powerful speciality and enhanced modules available as plug-ins.
When you introduce RoboVet to Rapport you have a solution which helps automate processes and allows veterinary professionals to focus on their veterinarian-client-patient bonds, improve pet owner loyalty, and drive practice revenues.
Find out more
To discuss our packages and learn more about how Rapport can help you achieve your practice objectives talk to our team.