Discover how our software can help you during COVID-19
We know that working in a veterinary practice can be challenging at the moment. The work continues, your clients need help, and you want to provide your highest quality of care.
As an IDEXX Veterinary Software & Services customer, we are happy to help and support you in these difficult times. Our software can help you create a safe and comfortable environment for you, your colleagues and your customers.
We realise that not all users are aware of the capabilities of Animana and SmartFlow, so below we will show you how our software can help through the customer journey – from the moment a pet owner makes an appointment to leaving the practice after their visit.
Improving the customer journey with
IDEXX Veterinary Software & Services
We want to show you how you use our products’ extensive portfolio of features to ease the burden on your staff and customers. For this, we will take a look at your customer’s journey, demonstrating software features you can use along the way.
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Before your customers even arrive at your practice, you can make use of online booking, appointment reminders, and provide pre-visit information.
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During a consultation, see how you can efficiently use standardised protocols, work digitally, and create a safe environment.
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After a consultation, manage payment and aftercare communications effectively and consistently across your team, while working safely.
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Stay in touch with customers – informed pet owners are happier, more receptive, comfortable, and more loyal.
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Click here for other information that may be of interest to your practice.
Before your clients visits your practice
During COVID-19, it is vital to communicate extensively and accurately with your clients.
Before your clients come to your practice, it is essential to inform them about your ‘house rules’ – how you want them to move and behave in your practice. It is, of course, also essential that you only see pets where it is necessary to come by appointment.
How to notify all your customers about your instructions in advance
It may be wise to inform all your customers in advance of the measures you have taken to create the safest possible working environment.
Do you have adapted opening hours, a special access policy or do you expect certain actions from your clients when they visit your practice? You can inform your customers in advance by e-mail or a SMS text message. In the article below you will find information on how to send messages.
How to create quiet moments in your practice - avoid a busy waiting room
Extending your appointment times (or blocking certain moment) may be a good idea when you want to avoid hustle and bustle in your practice. Click the button below to find information on how to make these adjustments to your schedule.
How to quickly communicate to a pet owner before the visit
Pet owner too late for the appointment, new additional COVID-19 instructions for the visit a special situation in your practice which requires quick communication with a specific person or just want to inform you that an owner has to wait outside because the waiting room will be too crowded otherwise.
There are so many reasons now why you sometimes want to send a quick and short message to a client. Via Animana it is possible to quickly transfer this information to a specific client via SMS text via the client card.
How to create a personalised letter, email or SMS text message
Do you have adapted opening hours, a special access policy or do you expect certain actions from your customers when they visit your practice? You can inform your customers in advance by e-mail or SMS. In the article below you will find information on how to send such messages.
How to inform your clients by SMS text messages (for example before their appointment)
It may be a good idea to send an SMS text message shortly before your client’s visit, containing information about the appointment and about your COVID-19 rules of conduct in the practice. This way you know that your clients have been informed in advance.
You can create an SMS text template for this purpose. This way, you only need to create this text once, after which it can be used several times.
What are the benefits of communicating via SMS text messages?
Short text messages can stand out from other communications, especially if you are able to use them at the right time if, for example, an hour before the pet owner comes to your practice for a consultation. The article below provides information and background on the effect of sending SMS text messages.
How to make sure your emails sent from Animana are recieved by your clients
Sometimes email doesn’t arrive with the recipient. The information in the article below gives you tips and tricks to prevent emails from not arriving.
Communicating with your customers and GDPR
We understand that when you start communicating more with your customers, there will also be questions about GDPR. Animana gives you several ways to comply with these regulations and also to process this registration in Animana.
How to quickly identify clients automatically by their phone number.
During COVID-19, you will probably receive more and more calls than normal.
Answering incoming calls quickly, identifying callers and viewing patient cards can save you valuable time. Animana features Voice over Internet Protocol (VoIP) integration. Your phone is connected to your computer and the correct client information automatically appears on your screen during calls.
Let your customers book their own appointments online with Vetstoria
With the help of Vetstoria, your customers can make their own appointments directly in your Animana calendar. This can be useful when you send out a newsletter and want to directly encourage your customers to make an appointment.
Of course, you decide which appointments you want to make and when. For example, you can easily indicate that you only want to vaccinate dogs on Mondays between 10 and 11 o’clock.
Fixed or flexible times? Animana also gives you the possibility to indicate fixed blocks, allowing you to fully take control of your agendas.
Setting appointment moments with Vetstoria
With the help of Vetstoria you can decide when and which appointments you want your customers to make.
Use the button below for more information and an explanation.
Visiting the practice, social distancing and work safely
During your client’s visit, our software products can offer a solution – from digital consent forms in SmartFlow to treatment or consultation protocols in Animana and everything in between. This way, you know that social distancing, hygiene (for the safety of you and your colleagues), and productive working are also guaranteed during COVID-19.
How to ensure an optimal customer experience
Your client’s experience in your practice at the moment will be different from what you are used to. Despite all the extra measures you have taken, you still want to ensure that your client has a pleasant experience. The article below can give you some information and background.
How do I extend the appointment times to create quiet moment in between visits
You may want to adjust your appointment times to give your clients more time to leave your practice, and for any extra administration. Adjusting appointment times can be done from the calendar settings in Animana. Information about the calendar settings can be found in the Knowledgebase article below.
How to quickly communicate with an individual pet owner
Pet owner too late for the appointment? New additional COVID-19 instructions for the visit? Need to inform an owner that they need to wait outside? If you have a special situation in your practice which requires quick communication with a specific person, you can send a quick message to a client via Animana’s ‘client card’.
How can I check the history of a patient if they’re from a different practice?
You may see new customers more often now due to changing circumstances at other practices. With IDEXX Animana, you can request patient history from another practice, saving you time and a phone call.
How to start Telemedicine (video) consultations with pet owners
Vetstoria is now making its Telemedicine software available. More information can be found via the button below.
How to get started with the Vetstoria Telemedicine application
If you want to get started immediately with the Telemedicine software, click below to read the online manual from Vetstoria.
How to safely clean your devices
You may want to clean your iPad more often now. Apple has provided information on how to safely clean your iPad.
How to save valuable time with lab requests
By digitally requesting laboratory tests you can save a lot of valuable time. Laboratory tests can be requested directly from IDEXX Animana and the results can also be viewed within Animana.
How to create a new basic protocol
Do you want to make sure you don’t forget to do anything during a consultation? In other words, avoid that the pet owner has to visit the practice several times. Then working with protocols can help ensure you ask all the right questions and perform all the tests.
After the consultation, reception and frontdesk
Are you finished with the consultation? Your clients are likely to go back to the waiting room or to reception, where your colleagues will provide information about treatments or medication according to your COVID-19 guidelines with the pet owners.
Send an email to all your customers
Do you have adapted opening hours, a special access policy or do you expect certain actions from your clients when they visit your practice? Inform your customers in advance by e-mail or by SMS text messages. In the article below you will find information on how to send bulk messages.
How do I create a personalised letter, email or SMS text message?
Do you have adapted opening hours, a special access policy or do you expect certain actions from your customers when they visit your practice? You can inform your customers in advance by e-mail or SMS. In the article below you will find information on how to send such messages.
How do I keep my devices clean?
You may want to clean your iPad more often now. Apple has provided information on how to safely clean your iPad.
Stay in touch with your clients
Even after a visit you want to stay in contact with your clients, whether it’s about ongoing treatments for the pet, new developments in your COVID-19 guidelines or simply because you are interested. Here we indicate how our products can be of service to you.
Send an email to all your customers
Do you have adapted opening hours, a special access policy or do you expect certain actions from your clients when they visit your practice? You can inform your customers in advance by e-mail or SMS. In the article below you will find information on how to send bulk messages.
How do I temporarily block Automatic Reminders?
If you’re refining your client communications, you may be worried about sending too many reminder messages, if so, you can temporarily disable or suspend your Automatic Reminders. The Knowledgebase article below provides more information about this.
Create a personalised letter, email or SMS text message
Do you have adapted opening hours, a special access policy or do you expect certain actions from your customers when they visit your practice? You can inform your customers in advance by e-mail or SMS. In the article below you will find information on how to send such messages.
Automate your client communication
Would you like to send a special series of reminders or communication based on a recent visit to your practice? Then you can simplify this process yourself within Animana. You can also send automatic communication based on a consultation to, for example, keep your customers informed of adjustments and developments within your practice around COVID-19.
Use the button below to learn more about automatic communication from Animana.
Other resources
From working from home as a veterinarian or nurse to IDEXX test recourses and everything in between…
How can staff work from home with Animana
It is possible to use Animana from a location other than inside the practice. If you have colleagues working from home and it is not possible to log in, some settings in Animana may need to be adjusted. You can do this yourself using the article below from our Knowledge Base.
Can I have a demo of Animana?
Due to the cancellation of various congresses in the United Kingdom and Ireland, if you would like to know more about Animana or would like a demo, please contact us using the form below. We will contact you as soon as possible.
Can I also work from home with SmartFlow?
Yes you can! You can also simply log in from home to the Dashboard environment on your computer and make full use of the application on an iPad. You can use the button below to login to IDEXX SmartFlow.
Where can I find COVID-19 information from Vetstoria?
Just like IDEXX Veterinary Software & Services, Vetstoria has created a special COVID-19 website. This can be found via the button below.
Where can I find more information about Telemedicine from Vetstoria?
Vetstoria recently published a case study about Telemedicine. The study can be found via the button below.
Where can I find more information from IDEXX about COVID-19?
IDEXX has created a special pages about IDEXX services and veterinarian information regarding COVID-19 (Coronavirus).
These pages can be found via the buttons below.
Contact us for more information
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