Case Study: Emergency Pet Hospital of Redlands cuts phone time in half with MessageDesk

How MessageDesk got Emergency Pet Hospital of Redlands faster communication and improved customer satisfaction

Emergency Pet Hospital of Redlands, the only 24/7 emergency veterinary facility in its area, faced significant communication challenges. As a walk-in-only hospital where owners are not permitted past the waiting room, staff spent excessive time on the phone providing pet updates, leading to overwhelmed receptionists and missed calls. This high volume of calls, including those in the middle of the night, created a stressful experience for both the team and their clients.

The hospital implemented MessageDesk's business phone line and shared team inbox to transition their communication to text messaging. Using MessageDesk, the team sent scheduled text and picture updates to pet owners and utilized templates for frequent messages, which streamlined conversations. As a result, the hospital cut its daily phone time in half, significantly improved client satisfaction, and created a more efficient communication channel for non-urgent inquiries.

Emergency Pet Hospital of Redlands

Moriah

Patient Liaison Lead