Case Study: Vets Pets reduces no-shows and saves time with Otto Pay

How Otto Payments Helps Vets Pets Clinics Reduce No-shows, Save Time, and Offer Clients Greater Convenience

The customer, Vets Pets, an operational support organization for over 30 veterinary clinics, was seeking to improve client experience and staff efficiency by addressing challenges like appointment no-shows, high call volume, and lengthy checkout processes. They partnered with the vendor Otto and implemented its Flow workflow management platform along with the Otto Pay add-on payment processing service.

The Otto Pay solution automated the sending of payment links for deposits and fees, which drastically reduced no-shows and lowered call volume by allowing clients to pay digitally. This saved staff significant time, simplified surgery discharges, and provided secure payment options. The results included a major improvement in overall efficiencies, a reduction in appointment durations, and streamlined end-of-day reconciliation. All teams at Vets Pets adopted the solution instantly, achieving their goals of a better experience for both clients and staff.

Vets Pets

John Eaves

Process Improvement Specialist – Technology