Case Study: THRIVE Affordable Vet Care achieves streamlined operations and rising NPS while scaling to 96 locations with Birdeye

Claire Pickens helps every pet THRIVE

THRIVE Affordable Vet Care, led by Claire Pickens, needed to streamline operations and preserve a high-touch patient experience while scaling quickly (growing from about 20 to 96 locations) and navigating COVID-era constraints. To reduce steps for staff and clients, automate follow-ups, and get clearer visibility into customer sentiment, THRIVE turned to Birdeye for review and feedback insights alongside digital interaction tools.

Birdeye’s reporting and feedback tools, combined with THRIVE’s use of macros, apps, online booking and animated client resources, centralized customer reviews and automated outreach so teams could focus on care. The result: rising NPS, faster adaptation during the pandemic, daily quality oversight via Birdeye reports, and continued scalable growth toward THRIVE’s 100th location milestone.

THRIVE Affordable Vet Care

Claire Pickens

Senior Director of Operations