Streamline your offering & enhance your customer experience

OVS Insight - Streamline Care
The modern client experience and expectations continues to change

Subscriptions continue to evolve as a popular way of doing business, with brands across all industries relying less on individual transactions and more on long-term recurring revenue.


Even with the economic climate resulting in cutbacks for some, the global subscription market is set to grow exponentially both in digital[1] and physical industries[2]. The model’s continued success is down to its streamlined nature, offering convenience and simplicity for consumers.


In the veterinary industry where long-term commitment from the client is important, subscriptions or plans can help form the basis of sustainable business. Ultimately, we want to see pets regularly and provide the important preventative healthcare that keeps them happy and healthy. By streamlining this and making it as easy as possible for the client you can improve compliance.


Pet health plans are nothing new in our industry, but there is much we can learn from the success and innovation in other sectors that has driven improved customer journeys. So, perhaps it’s time to review your practice offering.

A radical approach

Some practices have adopted an all-inclusive approach to pet health plans, with a “members-only” model—all your veterinary care for the year in a fixed annual fee. This may seem radical, but the average costs per patients, say a chihuahua vs a great Dane, balance out in the long run. In return, neither the client nor the practice needs to worry about the cost of any given consultation, and they have a framework of healthcare laid out for the year.


As a model it reduces the need to win as much business as possible in one-off visits, which means less stress for both client and practice; they know what they’re getting.

Tailor to your clients needs

Simple plans aren’t new of course. Whilst they do much to reduce the barrier to entry for your clients, what about going a step further and building a plan specifically for them?

A plan should be everything the patient needs and the client values for the year, so why not adopt a flexible pick ‘n’ mix approach to satisfy everyone.


In one bucket you could have a choice of vaccines to cover annually, another for consults, parasiticides and so on. This way clients can choose the things they value, at your recommendation, and aren’t necessarily locked into presets they might not feel are suitable.

OVS Insights - Streamline Care 2 (300 x 300 px)

We can take this a step further with pets who could use a more long-term and bespoke therapeutic plans. Whether it’s a dermatology or pain-relief focused healthcare journey, you can incorporate the appropriate treatments, consults and more for both. Generating a clear plan of action for better compliance and ensuring recurring business.


The question then turns to fulfilment of such a potentially diverse range of plans. This is one of core reasons behind us creating OurVet.Shop®! All you need to do is set up the plan, electronically sign off necessary prescriptions and focus on the in-practice care. We then automate, dispense, and deliver regular treatments straight to the client on your behalf.

Enhance your customer experience

Whatever your offering is, your client’s experience and how they engage with your practice is vital.

Clients compare their customer journeys throughout their lives, whether it's fitness apps, online shopping, or banking. Gen Z and Millenials are always looking for value, but not just financially. The overall experience, convenience and ease of use are all equally important. Pet owners want their pets living their best lives and be confident the experience you offer that can do that.


Off-the-shelf technology is already out there to support you. Automated communications (such as iRecall®), telehealth (such as VidiVet), and e-commerce (such as OurVet.Shop) are more accessible than ever to incorporate into fulfilling your pet health plans. These can seem like big projects, but implementation doesn't have to be complicated, and these systems are vital to making things easy for your practice team and clients.


Timely, intelligent reminders or post-prescription information for example is crucial to client compliance. Remote consultations are invaluable, saving time for both parties. Having your own webshop and home delivery service means you can satisfy your client’s need for convenience by delivering directly, improving compliance, building loyalty, retaining business, and cutting the need for in-practice dispensing.


However you decide to approach health plans or integrate technology to improve your client’s experience, a customer focused experience is now mandatory for the modern vet practice. The usability of your service is critical to your clients, and modern, evolving technology creates a seamless customer journey to make life easier for your team and satisfied your clients.