Customer Story
Modern Clients Expect Online Booking—Vetstoria Helps Us Deliver
70+
appointments booked in a month
40%
out-of hours bookings
11%
New client rate—higher than the market average of 9%
98% of pet owners reported positive feedback on the online booking experience.
This data is from January 2024 to December 2024
The challenge
Dierenkliniek Vechtdal faced overwhelming call volumes that disrupted workflow and client interactions. Attempts to build an in-house booking tool failed due to complexity and multiple PIMS systems. They needed a simpler, scalable solution to ease front-desk pressure and modernise scheduling.
The solution
The clinic implemented Vetstoria’s real-time online booking system to:
Enable out-of-hours appointment booking for greater client convenience
Streamline front-desk operations by reducing phone traffic
Use simple customisation tools and personalise the client experience
Integrate with Animana PMS to ensure live appointment availability
The results
40% of bookings made outside clinic hours.
70+ appointments booked via Vetstoria in a month.
Reduced front-desk pressure and improved workload balance
11% new client rate—above the market average
98% of pet owners reported positive feedback on the online booking experience
‘The call volume was immense and we needed a solution.’
Bart Buijtenhuijs, Communications and Marketing Manager at Dierenkliniek Vechtdal, explained how the clinic struggled with call overload as they transitioned back to normal operations after COVID-19. To improve efficiency and reduce disruption, they implemented Vetstoria, which quickly became an essential part of their scheduling process.
“We had a lot of phone calls! The volume was overwhelming and created a chaotic environment. With multiple phones at the front desk that weren’t fully synced, everything rang at once, disrupting client interactions and causing inefficiencies. We needed a solution.”
Daphne Okker, Veterinary Technician stated:
“There was more than one occasion where we felt we needed something to help us with our clinic chaos! The phone calls were increasing rapidly, and it became clear we needed a better system.”
‘We realised that we couldn’t have found anything as efficient as Vetstoria.’
In 2018, the clinic had briefly explored developing their own online appointment system, but didn’t live up to their expectations.
“Around 2018, we considered developing our own online appointment system, but it was expensive and complex. I'm glad we didn’t go through with it because we couldn’t have built something as efficient as Vetstoria, especially with real-time appointment booking.”
‘The value Vetstoria brings is actually more than we expected. When we did a quick calculation, we realised that around 19-20% of all our appointments last month were booked through Vetstoria.’
‘With Vetstoria, we have seen a noticeable reduction in calls.’
Lots of clinics find that Vetstoria helps to reduce no-shows, time spent on the phone, and admin – and Bart’s sentiments reflected this.
“We don’t track statistics daily, but we can feel a reduction. About 19-20% of our appointments last month were booked through Vetstoria. When I shared this with the team, they were surprised by how much of the workload it had taken off.”
“Vetstoria helps us streamline appointment scheduling, freeing up staff from phone calls so they can focus on other responsibilities.”
‘The out-of-hours bookings are a great convenience to our clients.’
Discussing booking trends, Bart indicated that about half of their Vetstoria appointments were made outside of office hours, with peak times occurring at 8 AM and 6 PM.
“I think the out-of-hour bookings that we get through Vetstoria are perfect. Personally and professionally, I love the fact that clients can book an appointment while relaxing at home, which is convenient for them and for us.”
“We have seen a return on our investment with Vetstoria especially as it helps our staff concentrate on their duties and manage the clinic efficiently.”
‘Vetstoria’s customisability options are simple and pretty straightforward.’
As for customisation options, Bart responded that Vetstoria is straightforward and allows for personalisation.
“It strikes a good balance. You don’t need to be an IT expert to use it, but it still offers the right level of customisation.”
“Vetstoria’s customisability is very straightforward. You can personalise communications and make adjustments easily. It integrates seamlessly into our workflow.”
‘Our favourite feature is the real-time appointment booking that syncs directly with our schedule. We love that we are able to see our appointments immediately.’
‘Managing appointments on our own time had helped with workload balance.’
When asked about Vetstoria’s impact on workflow, Bart highlighted its significant benefits. He tells us that Vetstoria created a calmer, more efficient environment, ultimately enhancing the clinic’s service quality.
“Vetstoria has absolutely helped us with the workflow. Vetstoria allows us to manage appointments at our own pace, without the pressure of immediate responses, which has greatly improved our workload balance.”
‘Online booking is now a necessary evolution to keep in line with modern demands’
When asked about client feedback on Vetstoria, Bart observed that online booking has become a standard expectation rather than an exceptional feature. He noted that integrating such technology aligns with modern client expectations.
“Our clients seem to be very happy with it. Online booking has become the norm, so it’s expected now rather than a novelty. It has ultimately proven to be a necessary evolution.”
‘The Vetstoria support team has always been helpful and efficient.’
We asked the team about the onboarding process and ongoing support, Bart recalled that the initial onboarding was well-structured, with clear communication and support.
“The onboarding was great—clear communication and very supportive. We didn’t need much support afterward, but when we did, it was helpful and efficient.”
We would absolutely recommend Vetstoria!We’re very pleased with it.
Vetstoria’s real-time online booking drastically reduces phone calls and keeps you in control.
Book a free demo with us today and see how we can help you grow!
Daphne Okker, Veterinary Technician
Daphne is the lead veterinary technician and is Dierenkliniek Vechtdal’s product manager. She is in charge of the day-to-day roster and is the HR manager for assistants.
Bart Buijtenhuijs, Communications and Marketing Manager
Bart is in charge of digital marketing. He makes sure the clinic’s website, social media and all other forms of communication are up to date and in line with corporate and brand identity.
