Customer Story

Animal Wellness Center saves 10+ hours/month with Emitrr’s text message


Reduced No-shows

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The Background

Animal Wellness Center Of OKC is a veterinary office servicing pet owners in Oklahoma City, OK. Owned by Dr. Bays who loves animals and gives them excellent care. All of the staff hired by Dr. Bays treat the animals with dignity and kindness. Dr. Bays is also a talented surgeon. One of the busiest veterinary practices in the town with over 230 reviews and an average rating of over 4.2.

Animal Wellness Center of OKC wanted a way to automate patient reminders and reduce No Shows at the practice. In addition to automating reminders, they wanted to grow their reviews and communicate with patients in a way patients preferred. As a high-touch organization, they needed a platform that could help them with the patient journey end to end, as well as a modern, HIPAA-compliant solution that could reach out to patients via their preferred method –text– and integrate easily with their current tech stack. Prior to working with Emitrr, they had manual processes for reminding patients of their appointments and requesting reviews through a phone call before the appointment.

With Emitrr, they were able to automate 100% of the patient reminders, resulting in a 60% reduction in No Shows and saving 10+ man hours/month, resulting in a better patient experience.

A few of their Goals with Emitrr included –

  • Reduce No Shows by automating patient reminders via text messages
  • Bring all use cases into a unified patient interaction platform
  • Improve search rankings by increasing review count and review response rates.
  • Leverage mass texting to reach more patients
  • Utilize Emitrr’s interactions suite to easily communicate with patients via web chat and text and for all missed calls.
  • Robust reporting on customer insights, down to the location level.

Products Used

  • Patient Reminders
  • Reviews & Reputation
  • Interactions (Webchat, Receptionist, 2 Way Texting)
  • Mass Texting (Marketing Campaigns)
  • Surveys


Animal Wellness Center implemented Emitrr Interactions in early Aug 2021. One of the biggest challenges with healthcare practices is managing the high demand for calls. Animal Wellness Center wanted to provide another touchpoint for patients to reach out using the methods they prefer, including text and chat in order to reduce calls and handle patients simultaneously. They decided to add on Emitrr’s Interactions product to boost patient communication and reduce the high volume of calls.

By implementing Emitrr Interactions, the patients can now reach out via chat and text to the office and don’t necessarily need to call/wait in long queues. Because the same team that answers the phones uses Emitrr, the platform is a perfect fit for the Animal Wellness Center of OKC and they now handle all leads exclusively through Emitrr.

The process is simple: the front desk receives text messages, webchat messages, and missed call messages and they respond to them through a centralized dashboard that integrates with their practice management software. The team can answer questions, send paperwork or make appointments through text. In case a question needs to be forwarded to someone else, the team can do so through conversation assignment, thereby keeping the patient journey seamless.


One of their favorite Emitrr capabilities is text reminders. The text message reminders have really automated and thus saved hours of manual work/month. Animal Wellness Center of OKC used to remind patients of their appointments manually by calling each one of them before their appointment.

With Emitrr, they have not only automated reminders completely but also seen a No Show reduction of 60%. Out of all the patients that are sent reminders, 60% of them confirm via text. To achieve such a high number in such a short period of time, Animal Wellness Center implemented a reminders strategy using Emitrr, below is where and how often they send reminders:

  • 2 Weeks before appt (by text and email)
  • 1 week before appt (by text and email)
  • 1 day before appt (by text and email)


Emitrr also helps the Animal Wellness Center of OKC manage its negative reviews conveniently. They now have a platform where they can easily respond to reviews — both positive and negative in a timely fashion and help resolve issues before they escalate.

While many software had bits and pieces of what they wanted, only Emitrr had everything they needed on one platform: Surveys, Reviews, and Reporting. They signed up with Emitrr and the platform technicians started sending out review requests after appointments. Since they see a lot of repeat patients, the customization and ability to set thresholds for their repeat clients come in handy. Sending automated review requests and using a single dashboard to select or all contacts with just a click, makes sending review requests an easy process.

Overall Results

Animal Wellness Center of OKC saw the following results:

  • 28 new reviews generated
  • 2660 messages sent
  • 288 reminders sent
  • 172 appointment confirmations