Case Study: Stand for Animals Veterinary Clinic reduces missed calls by 63% and improves call handling with GoTo Connect and GoTo Contact

Stand for Animals Veterinary Clinic - Customer Case Study

Stand for Animals Veterinary Clinic, a Charlotte-based nonprofit with three locations, was overwhelmed by hundreds of daily calls and frequent missed calls caused by an on-prem phone system and fragmented staffing. To modernize and centralize their communications, they selected GoTo’s cloud solutions — GoTo Connect and GoTo Contact — to improve call routing, reduce phone tag, and better serve clients.

Using GoTo Connect’s dial plan editor, call queues and mobile app plus GoTo Contact’s reporting, the vendor helped Stand for Animals decentralize call handling, share answering across clinics, and gain actionable call metrics. The results: missed calls fell nearly 63% (from about 700–800/week to under 300/week), the clinics now handle roughly 73% of 6,000–9,000 monthly calls, maintain average 2–3 minute call times, and report faster response, improved efficiency and strong GoTo support.

Stand for Animals Veterinary Clinic

Nicole Hash

Operations Team Lead