Case Study: Streamlining Operations at Mount Laurel Animal Hospital with ClinicWise

In the rapidly evolving world of veterinary medicine, efficiency isn’t just a goal — it’s a necessity. For Mount Laurel Animal Hospital (Mount Laurel), ClinicWise has proven to be the game-changer it needed to reduce appointment-related calls and streamline its booking system. The results are impressive, with over 340 bookings and 1800 Chabot interactions in its first month.

The Challenge: Overwhelmed by Constant Call Volume

Mount Laurel Animal Hospital, a high-volume practice with 400 staff members and 60 doctors, has always faced the challenge of keeping up with the constant stream of phone calls. With a busy front desk and multiple departments requiring communication, the administrative team was overwhelmed. Despite efforts to hire more customer service representatives (CSRs), the phones continued to ring.

"Our phones are constantly ringing off the hook," says Dr. Mark Massaro, Director of Veterinary Medical Software at Mount Laurel. "No matter how many CSRs we hire, our phones are always ringing. We even started a back phone room at one point, where their whole job was to answer phones."

This consistently high call volume created challenges for the team and made it difficult for clients to get through. Mount Laurel tried various strategies, such as adding a two-way chat feature to its website, but managing this system proved challenging and didn’t solve the problem.

The Solution: Online bookings with ClinicWise that seamlessly integrates with their practice management software

Mount Laurel Animal Hospital found its solution with ClinicWise, an AI-driven workflow platform integrated with its practice management software ezyVet. ClinicWise offers a variety of features designed to streamline operations, including a support chatbot for pet parents and 24/7 online booking capabilities.

With ClinicWise, Mount Laurel was able to manage appointment bookings more efficiently, while also providing clients with easy access to answers and support via automated chat. This shift not only reduced the volume of calls, but also helped alleviate some of the pressure on the front desk.

"We are super pleased with the ClinicWise team, the rollout, and the ezyVet integration." shares Dr. Massaro.

The Results: Increased Efficiency and Client Satisfaction

Since integrating ClinicWise, Mount Laurel Animal Hospital has seen remarkable results reducing the time their team has spent on the phone.

• 340 + bookings in the past month via ClinicWise
• Over 1,800 conversations with clients through the ClinicWise chatbot
• Overwhelmingly positive feedback from clients, averaging 4.7 out of 5 stars

Shawn Murphy, Primary Care Director, shares: “With our call volume, we have noticed a decrease, but not a decrease in our clients. We've seen an actual increase in our client satisfaction surveys post-visits.”

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"We’ve already seen a big difference with our CSRs." says Dr. Massaro. "Being able to do the parts of the job that we really need and want them to do, and that they enjoy, rather than being on the phone all the time."

Dr. Massaro even shares: "I have staff stop me in the hallway and say, ‘Dr. Mark, I love this!’”

ClinicWise Meets the Complex Needs of Mount Laurel Animal Hospital

One of the standout features of ClinicWise for Mount Laurel Animal Hospital is its ability to handle its complicated booking system, accommodating specific requests and complex schedules. Whether it's a special time slot for a routine checkup or a specialized service for a specific pet, ClinicWise has made booking easier for both clients and staff.

What’s Next for Mount Laurel Animal Hospital and ClinicWise?

Mount Laurel has big plans for the future with ClinicWise. Bookings were the first major process it wanted to streamline, but its already looking ahead to implement more features that will enhance efficiency and client experience even further.

"We have big plans," says Shawn. "The next phase of ClinicWise is getting our pre visit forms out to clients ahead of time, getting our fear-free questions answered, and our consent forms out for presurgical exams and procedures.”

Conclusion: A New Era of Efficiency at Mount Laurel Animal Hospital

By adopting ClinicWise, Mount Laurel Animal Hospital has successfully reduced the time spent on phone calls, improved operational efficiency, and enhanced client satisfaction. With the support of ClinicWise’s AI-driven platform, Mt Laurel is ready to take its practice to the next level, ensuring both staff and clients can focus on what matters most — providing excellent care for pets.