“Can I take your surname and your pet’s name, please?”
Every veterinary receptionist asks this hundreds of times a week. There’s often a client at the desk, a dog pulling on its lead and another line ringing. Until you know who’s calling, you’re playing catch-up. You’re searching the PMS, working out which pet the call is about and asking a worried owner to explain everything from the start.
Vetsy’s Smart Caller Pop-Up changes that. You can see who’s calling, and which pets they’re linked to, before you pick up.
What is Smart Caller Pop-Up?
When a returning client calls, a pop-up appears on your screen. It shows their key details from your practice management system (PMS). Depending on your PMS, this can include the client’s name, their linked patients, each animal’s type and breed, upcoming appointments, appointment status and recent contact with the practice.
How does Smart Caller Pop-Up work?
Vetsy recognises the client’s number and pulls their details from your PMS as the phone rings. One click opens the right patient record, so you never have to search for it while the client waits.
Vetsy integrates with Provet, Lupa, Merlin and Covetrus Ascend.
What are the benefits of Smart Caller Pop-Up?
No more switching between screens.
The pop-up appears on the screen you’re already using. You don’t need to open the PMS separately and search for the client.
A warmer welcome.
Compare “Who’s calling, please?” with “Good morning, Willow Vets, Sarah speaking. Is that Mr Darcy? Are you calling about Biscuit?” You still follow your practice’s usual checks, but you start from the right record.
Pick up where you left off.
Biscuit might be booked in for his booster on Thursday. Mr Darcy might have rung yesterday about a repeat prescription. Either way, you’ll see it before you answer, so you can start from where things stand today, not from scratch.
Calmer calls for worried owners.
When someone is calling because their pet is unwell, having to repeat themselves adds to the stress. With their details already in front of you, you can focus on listening. You can then get them the help they need, following your practice’s process for urgent calls.
A little extra care when it matters.
Not every call is routine. If a client has recently been through a difficult visit with their pet, seeing their recent contact before you answer helps you approach the conversation with the care it needs.
Multi-pet households, sorted.
One number might cover two dogs, a cat and a pair of rabbits, and more than one person in the household. Linked patient records help you quickly work out which animal the call is about. There’s no need for a round of “Is this about the Labrador or the Spaniel?”
Get to the right person first time.
A patient might be partway through ongoing care, such as a post-op check or a nurse-led weight clinic. You’ll know straight away, so you can pass the client to the vet or nurse who’s been looking after them rather than sending them round the practice.
Quicker calls on busy mornings.
The first hour after opening is often the busiest of the day. Less time confirming identity and searching records means more time for the client in front of you, and for the next call in the queue.
What if it’s a new caller?
If the number isn’t in your PMS, Vetsy tags the caller as new, so you know to take the time to welcome them properly. They might have a new puppy or kitten, or they might have just moved to the area. Either way, that first call can be the start of a relationship that lasts the whole of a pet’s life.
The call is recorded, transcribed and summarised automatically. The details you need are captured without you typing everything up afterwards.
Built around the way your practice works
We built Vetsy around the features veterinary teams asked for. But it’s often our practices who show us the smartest ways to use them. That’s why we keep improving existing features and adding new ones.
Tell us what would make your reception desk run more smoothly, and we’ll show you how quickly we can deliver it.
Want to see Smart Caller Pop-Up in action?
