Case Study: East Padden Animal Hospital achieves 72.3 hours/month front-desk time savings with PetDesk

How this rapidly growing hospital increased front desk efficiency and saved time

East Padden Animal Hospital faced a surge in demand as appointments grew 154% from 7,607 in 2014 to 19,352 in 2018, creating a huge volume of phone calls that threatened client experience and strained front desk capacity. To maintain service quality while expanding staff and facilities, the clinic turned to PetDesk and its client communication app to give clients an easier way to request appointments and receive automated confirmations and health reminders.

PetDesk’s app and automated messaging reduced phone dependence and streamlined front desk workflows: East Padden now averages 216 appointment requests and 803 appointment confirmations per month via PetDesk, which the clinic estimates saves 72.3 staff hours monthly (about 8 hours per CSR) and $867.60 in payroll each month. The practice describes PetDesk as a “part‑time receptionist” that scales with their growth while keeping costs steady.

East Padden Animal Hospital

Cathy

Lead Receptionist