Tails & Trails Vet: 2½ hrs of phone tag saved daily
Geelong, VIC — 2 vets, 4 nurses, 1 ringing phone.
The problem
Every appointment, repeat script and “is this an emergency?” came through one phone line. Nurses spent mornings playing phone tag while the waiting room filled up, and anxious owners couldn’t tell a midnight emergency from a Monday-morning itch.
The sculpt
A website that answers before the phone rings: a plain-English triage guide (“is it an emergency?”), online booking with separate slots for new pets, and repeat-script requests that land in a queue instead of voicemail.
The result
Phone tag dropped by two and a half hours a day. Emergency pages defuse the midnight panic calls, and the nurses finally eat lunch sitting down. New-client bookings doubled once forms moved online.
“The triage page alone was worth it. Owners arrive calmer, and so do we.”
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