Customer Story
How Wylie Veterinary Centre modernised its online presence and freed up reception time with Vetstoria
~30%
of appointments now booked online
1545+
new users from organic search- an average of 3 months
2-in-1
website and booking from a single provider
Zero
technical issues or downtime since the new website launched in February
Built around the practice
every change request handled by a dedicated Vetstoria team
This data reflects the clinic’s experience following its website launch in February 2026.
The challenge
Wylie Veterinary Centre is a busy, well-established hospital with a dedicated team — and a Vetstoria online booking customer since 2018. But as the practice grew and evolved, its website hadn’t kept pace with the quality of care behind it. The design had dated, the desktop layout no longer used the full screen, and the content had become wordier than necessary.
A few practical issues had crept in, too: the old domain didn’t always resolve, and the homepage led with an image of the practice’s ambulance — which risked making a full hospital look like a mobile service.
The solution
Wylie Veterinary Centre were already using Vetstoria to capture bookings online, so choosing Vetstoria to rebuild their website too was a natural next step — bringing their whole online presence together with one provider.
The result is an end-to-end digital experience that the practice and its clients can rely on, with a dedicated Vetstoria team shaping the site around exactly how Wylie wanted to be seen.
The results
🖥️ A modern website that accurately states the extensive services available.
🔗 A reliable website that loads first time, every time.
📅 A floating “Book appointment” button on every page, so clients can book from anywhere on the site.
📞 A more efficient website, with around 30% of bookings handled online.
🤝 Responsive customer support across their website and online booking.
‘The old website needed a good refreshing to move on with the times.’
The Wylie Veterinary Centre has been with Vetstoria for online booking since 2018, but the website around it had aged. It still did its job, but it no longer represented the practice well.
“Our previous website was functional, but it needed serious refreshing to move with the times — with good functionality and everything easy to access.”
The design was the most visible issue. Built for narrower screens, it didn’t make use of the full display on the desktop.
“It was looking dated, mostly. On a phone, it wasn’t too bad, but on the computer and desktop, it wasn’t quite using the whole width of the screen.”
There were practical problems, too. The old domain didn’t always resolve, meaning some visitors couldn’t reach the site at all — a quiet but costly issue for a practice that relies on being found online. And the site misrepresented the practice. The homepage led with an image of the clinic’s ambulance, which gave the wrong impression entirely.
“When I used to type our website domain in the URL bar, it would not work on our old website. Even the main page of our old website featured a picture of our ambulance before. It made it look like we were a mobile service, and we’re actually a big hospital.”
‘The website is a good representationof what we are now.’
For Pascal Hoberg, DVM CertAVP MRCVS, Director of Wylie Veterinary Centre, the goal of the rebuild wasn’t a vanity exercise — it was about presenting the practice honestly and in step with the times.
“I think it’s a good representation of what we are now. It’s moved on into the 21st century.”
A big part of that was simplifying. The old site had grown wordy and cluttered over the years, and the new build stripped it back.
“We’ve decluttered a lot. It’s a lot cleaner, a lot slicker, and the pages aren’t as wordy as they used to be. It was far too wordy before. I also like the way they’ve used some generic pictures and some of our pictures to populate the pages — that’s really nice.”
'It's more in line with the times, with more female presence in the pictures. We're really female-heavy, and that's a lot more reflected in the new website — that's really modernised compared to what we used to have.'
‘The Vetstoria team were patient, responsive, and got it exactly right.’
With input coming from several people across the practice, Wylie had plenty of details it wanted reflected in the site. The Vetstoria team worked through it collaboratively with them.
“It was preferable for us that it was all in one place- the online booking and the website; as it seemed to integrate a lot better. This meant less legwork and running around. If something goes wrong, we know who to go to, and hopefully there’s less chance of it going wrong in the first place, because it’s all under one roof.”
‘Wherever you are on your phone, you always have that button.’
One change Pascal singled out was making the booking button follow the visitor around the site — a floating widget present on every page.
“We had the floating button added so that the booking appointment button was on every single page of the website. It’s a floating widget, so wherever you are on your phone, you always have that button available. Whatever you’re doing on the website, you can book the appointment. That’s got to help.”
‘It's slick, it's fast, and the team is happy.’
The response from staff has been positive and low-drama — the mark of a tool that simply works.
“Yeah, the staff is happy. The website is nice, it's functional, and it’s faster than it used to be. And it's clear now that we have two locations, which wasn't clear enough before.”
‘The efficiency of the reception team has increased a lot.’
The Wylie Veterinary Centre sits on the commuter belt northeast of London, where many clients travel into the city and have little time for phone calls. Online booking has become an important option for them — and a meaningful relief for the front desk.
“A lot of people commute to London and don’t have a massive amount of time to call us on the phone, so online booking for them is a really good functionality.”
“We’ve been able to have a more efficient reception team. They have more time to dedicate to phone calls now, because 30% of the work is done online for them. We have fewer missed calls, and more time to call back if they’ve missed one. The efficiency of the reception team has increased a lot.”
‘We had no issues with our website, whatsoever.’
Since launching in February, the site has run without a hitch.
“We haven’t had any issues whatsoever — no technical issues, no downtime, no bookings stop working or anything like that.”
“Having both the website and online booking come from the same provider- that’s a big plus. Anything that would require any technical changes is all centralised into one key. That’s good.”
I would recommend Vetstoria — no doubt. Absolutely. You can't live in this century and not have something like it.
Vetstoria’s real-time online booking drastically reduces phone calls and keeps you in control.
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About Wylie Veterinary Centre
Wylie Veterinary Centre is a two-location veterinary hospital on the commuter belt northeast of London. A long-standing Vetstoria customer since 2018, the practice continues to combine online booking with phone reception to serve its busy, time-pressed client base — most of whom commute into London.
Pascal Hoberg | DVM CertAVP MRCVS - Director
Pascal qualified in 1997 from the University of Liège in Belgium and moved to the UK to begin his veterinary career. He holds an MRCVS Advanced Veterinary Practitioner Certificate in Cardiology and has been co-director at Wylies since 2018. Pascal is passionate about advanced cardiac diagnostics and patient care.
