Originally published on ezyvet.com
Practices elevate client expectations with an easy way to capture and store vaccination data.
VetDB has the unique capability of using an animal’s existing microchip to capture, verify and record important vaccination data, as well as connect clinical services to other parts of a veterinary practice – then store all that information safely in the cloud.
ezyVet recently caught up with two practice owners and VetDB converts from Western Australia – John Pascall from The Floreat Vet, and Garnett Hall from the Fremantle Animal Hospital. We pick up the conversation at the point where John and Garnett are about to share their experience of using VetDB, and the impact its technology is having on their practices.
Problems they were wanting technology to solve
John begins by telling us he runs a small clinic that he took over about two years ago, during which time he has undergone the process of updating his entire patient database.
“Things were a little bit all over the place with our record keeping, and it very quickly became apparent that our database needed to be accurate. We had reams of basic customer information that needed updating – customer emails, addresses, and patient details, which all needed to be input into ezyVet and synced to VetDB. Our hand was forced to do this, which was actually a really good thing; as it’s made us do things better.”
Garnett’s practice is quite different, in that he runs a new hospital in an established area. Garnett loves technology, and that’s the reason why he opted to work with ezyVet and VetDB. Having an integrated cloud-based practice-management software was important to Garnett – and he was immediately attracted to the idea of having a vaccination certificate that sits in the cloud and is always accessible.
Delighting the customer
Another appeal to Garnett, being a new clinic, was that he wanted to have a point of difference that his customers would find impressive and be a talking point. And that’s certainly been the case since integrating VetDB with ezyVet.
“To be able to show a pet owner how simple the process is; to say to them, ‘don’t worry about that old vaccination card, that’s old technology. It’s all in the cloud now’, that’s when the eyebrows go up,” says John. “People are genuinely impressed, and for us, I think that’s the big thing. It’s a demonstration, then and there, that we are being innovative, and we are taking steps into the future.”
His clients love it, often telling him that they cannot understand why this isn’t normal practice for all vet clinics. VetDB also gives a fantastic first impression of the practice, elevating customer expectations from this point on, which is great for return business.
The real-life proof of the positive impact VetDB is having on John’s practice is that in the first four months of trialing VetDB, he gave his clients the option of staying with the old vaccination card, or uploading all their information into the cloud, using VetDB. “Almost invariably the response from my clients is a huge sigh of relief that they don’t have to worry about this card anymore and can throw it in a bin’. Right there is the moment that justifies its use for John, when new systems positively improve the client experience.
Seamless internal process change
Echoing Garnett’s comments regarding VetDB’s ground-breaking technology, John admits, he did question how this new system would dovetail into his existing day-to-day processes. But he need not have, as transitioning his staff to incorporate it into their business-as-usual workflow was simple and seamless. All it involved was a simple change of habit for his front of house staff to scan the microchip as opposed to keying in data. Neither John nor Garnett say any of their staff have found it a challenge adapting to VetDB as its plug-and-play device is very natural and intuitive.
Garnett didn’t have any reservations moving to the new technology, because technology is something he’s really passionate about. “I liked it, right away,” he says. “Installing VetDB was so easy and simple. As John said, everything worked right away. And now it does genuinely only take about 15 to 20 seconds [instead of four to five minutes] to complete a vaccination certificate, which is way faster than writing everything up.”
“It’s also made my life so much easier, because I don’t have to worry about batch numbers anymore. I’ve been absolutely terrible at recording batch numbers in the past, but now I don’t need to think about it – and that that is something that brings me joy every single time I do a consult,” he says.
A new way of doing things
VetDB system with another antiquated analogue process we all use regularly. “I took my car for a service this morning and I thought to myself, wouldn’t it be great if I had the car’s entire service history on an app on my phone in the cloud – and that I didn’t have to hunt around in the glove box to find the service book. When I think of that scenario, I straight away think, this is the future.
“I think the same is true in a vet’s world. This is the new way of doing things. People who get used to this system would find it very difficult to go back because it is so easy to use. It is so simple and it is clearly an improvement on the current pen-and-paper [vaccination record] system.”