Case Study: PetDesk achieves scalable two-way communications and touchless veterinary care with Twilio

How petdesk supports veterinary care and pet parents in the time of covid-19

PetDesk is a communication platform that helps thousands of veterinary practices in the US and Canada stay connected with over 5 million pet parents through email, push, SMS and other channels. Guided by its mission to prioritize pet health, PetDesk needed to keep critical health messages highly visible while responding to a surge in demand for conversational texting and up‑to‑the‑minute COVID‑19 updates. The team also required programmatic hosting of provider phone numbers and reliable scale so clinics could move from one‑way notifications to two‑way conversations without disrupting care.

PetDesk partnered with Twilio to host numbers, enable conversational messaging, and consolidate notifications and email via SendGrid. The move allowed rapid onboarding and reliable scaling: outbound emails spiked 10x, SMS reached 5.5 million pet parents in a week, practices increased communications ~22% week‑over‑week, and two‑way messaging activity doubled in two days and rose 70%. Those capabilities supported touchless visits, faster clinic‑client triage, and data‑driven templates and guidance to help clinics continue care during social distancing.

PetDesk

Sara Swenson

Vice President of Product