Case Study: VetnCare achieves 50% call-volume reduction and streamlined curbside service with Medallia Concierge

VetnCare Uses Intelligent Two-Way Text Messaging to Handle Spiking Call Volume

VetnCare, a San Francisco Bay Area company that provides administrative and operational support to 13 veterinary clinics, faced a roughly 50% spike in call volume when clinics shifted to contactless, curbside care during COVID‑19—adding 20–30 calls per day and creating long waits and frustrated clients. To address this, VetnCare adopted Medallia Concierge’s two‑way messaging platform with templated automations to streamline curbside communication and reduce phone traffic.

Medallia Concierge deployed real‑time texting and reusable automation templates across locations, using a blueprint rollout to scale quickly. The platform now handles about 150 texts per clinic per day—deflecting at least 50% of the COVID‑driven call increase, replacing some 30–40 phone calls daily, eliminating typical 20‑minute curbside delays with immediate greetings, and effectively providing the equivalent of more than one additional full‑time front‑desk staff member per clinic.

VetnCare

Brian Cuda

Chief Operations Officer