Case Study: Lake Emma Animal Hospital achieves increased revenue and improved client loyalty with PetDesk

How this hospital lifted revenue with a customizable loyalty program

Lake Emma Animal Hospital, an AAHA-accredited full-service practice in central Florida, faced stiff competition for client loyalty and uncomfortable conversations about the cost of diagnostics and treatments. To address this, the hospital worked with PetDesk, using its platform and app to implement and customize the Pet Perks loyalty program (initially rolled out in 2017).

PetDesk helped Lake Emma design a points-based Pet Perks program that lets clients earn and redeem dollar rewards, making care more affordable and staff more comfortable discussing costs. The results were measurable: loyalty revenue rose from $82,892 to $134,319 from September 2018 to September 2019; in September 2019, 12.4% of clients in the program contributed 47.5% of total revenue (versus 32% the previous year), and staff report easier money conversations and examples of clients covering large bills with points.

Lake Emma Animal Hospital

Jen Grefenhaus

HR Manager