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Wallace Vets are an independent, family-owned, small-animal veterinary practice based in Carnoustie, Broughty Ferry and Arbroath in the east coast of Scotland.<\/p>\nWallace Vets are an independent, family-owned, small-animal veterinary practice based in Carnoustie, Broughty Ferry and Arbroath in the east coast of Scotland.<\/p>\n
Founded by Jim Wallace in 2004, its vision was to offer high-quality independent care at affordable prices. In 2013, Wallace Vet\u2019s was bought over by Niall Morton, a senior vet, who has continued to invest in staff, state-of-the art equipment and technology to cater to its vision and further its reach to the community across the east of Scotland. Since then, they have opened up an additional two practices with 47 members of staff, taking care of over 9,500 animals.<\/p>\n
The need for seamless internal communication at a multi-site practice to keep up with rapid expansion, as well as embodying customer service at every step of the way is at the heart of why Wallace Vets use RoboVet and Rapport. It is an efficient and high-performing practice management system (PMS) and communication tool that supports their efforts in better staff collaboration and enhanced client engagement.<\/p>\n
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Expanding and growing using RoboVet<\/strong><\/span><\/p>\n Graham Duff, Operations Manager at Wallace Vets manages the \u201ccommercial\u201d side of the practice, allowing vets to focus on taking care of the patients. He focused on finding an innovative practice management solution that would facilitate their expansion and outreach to the Scottish community.<\/p>\n \u201cWe were venturing into new territory when we opened a second practice, with staff working across two locations. I needed to know that what we were putting in was going to work, mainly as communication tool. I needed everyone to feel like they were one team working across multiple locations, instead of individual teams in difference practices.\u201d<\/p>\n For him and his team, it could help them<\/p>\n <\/p>\n Customers feel valued in every way<\/span><\/strong><\/p>\n One of the biggest benefits has been around matching their ethos and mission \u201cTo communicate with our clients at every step of the their pets\u2019 journey through our practice.\u201d<\/p>\n By using Rapport, the client and communication tool within Rapport, powerful features such as SMS allows them to keep clients up-to-speed and they use our Marketing Consultants to help them with bigger announcements and changes such as a \u201cCreating Insurance Claims\u201d campaign and addressing the cat vaccine shortage with important information for their customers. <\/p>\n \u201cWe also use SMS for client updates, we have a 24 hour model with vets and nurses working overnight. And we want to keep them informed and add value, for example, if a client is away to work, we can text them with an update and keep them informed on their pet is doing and hence aligning with our ethos.\u201d<\/p>\n <\/p>\n![\"\"](\"https:\/\/software.covetrus.com\/emea\/wp-content\/uploads\/sites\/5\/2022\/03\/Graham-Duff-Bio-Photo-wallace-vets-1.jpg\")
Graham Duff, Operations Manager at Wallace Vets<\/p>\n\n
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