Case Study: Veterinarian Focuses on Technology, Not Animals

A veterinary emergency hospital was facing a slew challenges with their existing technology provider. System performance problems plagued the organization, both on their cloud-hosted platforms and their internal office workstations.

Their practice management software, which houses all customer, patient, and billing data was in need of upgrades, but the cloud hosting service was not capable of completing the upgrade in less than 12 hours. Even small upgrades required hours of downtime during business hours, resulting in a large productivity reduction for the staff and increased customer frustration levels.

Costs were unpredictable, and in an effort to maintain cost consistency the IT support provider reduced their level of responsiveness to the business needs. This led to unplanned system outages, unprepared technology staff, and miscommunications.

Instead of focusing on treating their customers’ furry companions, the vet clinic leadership were having to address their technology problems. Helping staff members work around issues, providing stop-gap solutions so medical data could get processed, and coordinating problem resolution tasks were taking time away from running the business.