Customer Story
How Kliniek voor Gezelschapsdieren (part of GVE) Reduced Call Volume and Gained Control with Vetstoria
198*
appointments booked per month
*Working with Vetstoria has helped them more than double their monthly bookings in just six months—from 81 to 198 appointments.
41%
out-of hours bookings
40%
**Completion rate
**Completion rate is how many bookings were made out of all website sessions. In the Netherlands, the benchmark is around 32%, and this clinic went from 26% to 40% with Vetstoria.
This data is from April 2025 to June 2025
The challenge
Kliniek voor Gezelschapsdieren wanted to reduce phone congestion, improve appointment access, and ease front-desk pressure. The team was initially hesitant about losing control over scheduling but recognised the need for a smoother, more modern process.
The solution
The clinic implemented Vetstoria’s online booking and a Vetstoria-powered website to give clients 24/7 access to scheduling. They promoted online booking through QR codes, reminder cards, and social media, while customising appointment types and timings to fit clinic workflows.
The results
📞 Phone queues reduced and front-desk stress eased
📅 Many bookings now made after hours
💻 New clients booking directly online
⚙️ Cleaner, easy-to-update website
📈 Over 200 online bookings monthly across three locations
Introduction
Kliniek voor Gezelschapsdieren (part of the GVE group) began using Vetstoria around five years ago. The decision was driven by a desire to improve client access and reduce the strain on phone lines, making scheduling simpler for both clients and staff.
“We looked into Vetstoria as we wanted to reduce the number of phone calls and make booking easier and more accessible for clients.”
“We didn’t need to look at other competitors as everything has been working well. We already had it running before it became more widespread through the group, and we didn’t see a reason to switch.”
‘Online booking added convenience.’
“We saw online booking as a bonus. Reducing the number of phone calls just made things smoother — shorter waiting times on the phone, fewer people on hold. Even reducing the number from four to three people waiting helps.”
‘Some clients exclusively book online now.’
Bregje shared that while they initially limited bookings to within 24 hours, clients continued to call for urgent cases as expected. However, this changed for routine appointments.
“For things like vaccinations, we noticed people used the online link from their reminder card and would just book a convenient time. Some clients exclusively book online now. It has added a lot of convenience.”
‘Many appointments are made after 6 PM.’
The clinic regularly sees that appointments are made outside opening hours.
“When we open our practice in the morning, we see a lot of new appointments made after 6 PM — entire lists. It’s great that people don’t have to wait for us to open.”
‘Reminders definitely help bring people in.’
When asked about client retention and acquisition, Bregje said they did gain new clients through online booking.
“We do get new clients using online booking, though some of those are definitely people who find us through the website or reminder cards and go straight to booking online. It’s become more familiar to them now.”
“What has improved is that clients can now submit all their details online when they book. That used to be more difficult. Before, if someone booked, we didn’t always get complete information upfront.”
‘The team was hesitant initially but it worked out fine.’
Some team members at Kliniek voor Gezelschapsdieren were apprehensive about losing control over scheduling, but those concerns quickly faded once they saw it working.
“We adjusted things like consultation times to avoid overbooking. That gave the team more breathing room, which reduced stress.
“The staff feel more in control now. It always requires a bit of fine-tuning, especially across different locations. But overall, we feel in control and the system works well.”
‘Online booking has become the new standard. The staff adjusted to it very well.’
‘The phone call volume has decreased gradually’
On the impact on call volume, Bregje tells us that they used to have long queues but that had improved significantly.
“Vetstoria has helped us free up time at the front desk. Our reception is split, and now the person answering phones has more capacity to support the desk when needed. There’s just less stress overall.”
‘For us, online booking is growing.’
When asked about the percentage of online bookings, Bregje said that online usage was growing.
“In May, we had about 200 online bookings across three practices, which is pretty good.”
‘Vetstoria has made things feel calmer.’
Bregje emphasised:
“It’s calmer. The team has more time, there’s less stress, and people don’t feel overwhelmed.”
‘For support, I can just email Vetstoria to make changes and it gets handled quickly. Having help in Dutch now is a huge plus.’
‘The website looks nice and has a clear layout’
“It looks great—clean layout, everything matches across locations. Changes and updates happen quickly now and it’s easy to request edits.”
“Our colleague manages the website and says it’s user-friendly. She can click and mark what she wants changed without having to retype everything.”
‘We promote online booking in multiple ways.’
Regarding promotion, the clinic makes sure the clients know that online booking is always available.
“We use QR codes on vaccination reminder cards, post on social media, and include it in our hold music. If someone calls outside office hours, they’ll hear a message letting them know they can book online too.”
“With Vetstoria we aim for continuity- making it easier for clients to book outside of office hours and maintaining a smooth experience. If things stay as they are, we’re happy.”
Vetstoria’s real-time online booking drastically reduces phone calls and keeps you in control.
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Vetstoria’s real-time online booking drastically reduces phone calls and keeps you in control.
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Jochem Loermans
Jochem has been working as a veterinarian at the small animal clinic for 16 years, primarily focused on consultations and hands-on care.
Bregje Bos
Bregje has been with the clinic for slightly longer—about a month and a half more than Jochem. She began her career as a paravet and, over the past five to six years, had transitioned fully into an administrative role.
