Case Study: The Itch Clinic (leading veterinary dermatology clinic) achieves faster client access and better customer service by text-enabling its number with SimpleTexting

Why One of the Country’s Leading Veterinary Clinics Text-Enabled Its Number

The Itch Clinic, a leading pet allergy and dermatology practice in Knoxville owned by Dr. Keith Hnilica, wanted to improve customer service by making it easier for clients to book appointments, request refills, ask questions, and reach the clinic in emergencies. To solve this, The Itch Clinic partnered with SimpleTexting to text-enable its existing toll‑free/landline number so clients could message the clinic as easily as they call.

SimpleTexting routed texts to its platform while calls remained with the clinic’s voice provider; staff monitor messages and Dr. Hnilica uses the SimpleTexting app and desktop interface to respond or triage medical questions. The change was quickly embraced by clients, who gave overwhelmingly positive feedback, led to faster scheduling and follow‑ups, and provided instant off‑hours access for emergencies—delivering clear improvements in convenience and customer service.

The Itch Clinic

Keith Hnilica

Owner