Getting clients to adopt a pet parent app can be a challenge, but when done right, the benefits are clear. At Simmons Vet Clinic, 62% of pet parents are using the Digitail pet parent app, with 1 out of every 4 appointments scheduled through it.
To understand how clinics can successfully integrate technology into their workflow and get pet owners to embrace the app, we sat down with Dr. Chris Simmons to hear firsthand about the strategies that have worked in his practice.
“Leveraging a useful pet parent app is a no-brainer to streamline communication, reduce administrative workload, and ensure pet owners have easy access to their pet’s health information, and ultimately potentiate a heightened form of collaborative medicine” says Dr. Simmons. “But the key is making sure they see and understand the value in it!”
So, how does Simmons Vet Clinic encourage pet owners to download and engage with their app?
Here are Dr. Simmons’ top five strategies:
A pet parent’s first point of contact is often your website, so it should be the first place they see the app.
“We have a prominent call-to-action on our homepage with a direct download link,” Dr. Simmons shares. “The easier it is to find and the more they see it prior to entering the clinic, the more likely clients are to download and use it. We get many folks who have the app downloaded before they walk in the door”
Pro tip: Consider adding a short video tutorial or a testimonial from a pet owner who benefits from the app. Seeing real-world use cases can help encourage downloads.
Happy clients are your best marketers. If your app helps them book appointments, access pet medical records, receive reminders, or communicate with the clinic, encourage them to shout it out in a Google review.
“When pet parents see mention of how the app improves their pet parenting capabilities and communication with the veterinary team, it builds trust in the idea,” he explains. “A simple reference in a review can generate interest in your clinic and condition them to download and use the app!”
Pro tip: You can respond to reviews by thanking pet owners and including a friendly reminder about the app’s benefits, such as, “We’re so glad you had a great experience! Don’t forget you can book your next visit and check records anytime through our pet parent app.”
A great time to bring up the app? Before clients even step foot in the clinic.
“When we confirm appointments via phone, text, or email, we remind clients to download the app ahead of time,” Dr. Simmons says. “It makes check-in easier, and they’re already familiar with it when they arrive.”
Pro tip: Add a direct download link to appointment confirmations and reminders. Even better, include a short sentence about why it helps: “Download our app before your visit to check in faster and access your pet’s records easily!”
One of the most effective methods? A QR code right in the exam room.
“At the end of an appointment, we pull up the QR code and invite clients to scan it while we finish closing out their visit,” Dr. Simmons explains. “It’s an easy way to encourage adoption and kill some downtime in the exam room”
Pro tip: In addition to QR codes, have printed flyers or posters in the exam room with a short list of key app benefits. A friendly nudge from the veterinarian can make a big difference.
Clinic-wide adoption starts with team buy-in. Dr. Simmons emphasizes the importance of training front desk staff, technicians, and veterinarians to mention the app at key touchpoints.
“If everyone on our team talks about the app naturally at check-in, during the exam, at checkout, it becomes part of the experience,” he says. “And that makes all the difference.”
Pro tip: Encourage staff to use the app themselves (if applicable) and be able to answer basic client questions about it. If they believe in the tool, they’ll be better at promoting it.
Adopting a new technology can be easy for both clinics and clients. By making the app visible, accessible, and part of our daily interactions, we ensure that our clients see the value and continue using it.
At Digitail, we’re inspired by clinics like Simmons Vet Clinic that find simple, effective ways to bring pet parents into the digital experience.
If you want to make technology work for your practice, start with small, meaningful changes—your clients (and your team) will thank you.
Digitail is the all-in-one cloud platform that allows you to run your entire practice with one single tool. We are your trusted partner to enhance patient engagement, streamline your processes, and grow your practice.
