Veterinary teletriage support
Practical and safe triage solutions for a modern and sustainable veterinary industry.
Animal HealthLink (AHL), is a leading provider of triage services over the phone through a distributed call center. When they came to us, their call center was using manual processes (Google Sheets and other forms). This made sense for launch, but as the company scaled to meet demand, they struggled with inefficiencies in the triage process and a lack of standardization across agents.
We helped AHL overcome these challenges by developing a custom web application specifically designed to support their unique needs.
We developed a custom web application that fully integrates with their VOIP provider, allowing for seamless communication between agents and clients. The application also features two-way communication over SMS, enabling customers to share images and receive information from agents.
The new application automates key aspects of the triage process, including the standardization of protocols and the efficient entry of information. This helps to ensure that all agents are working with the same information and following the same protocols for consistent and high-quality care. The streamlined workflow also reduces the time agents spend entering information, allowing them to focus more on caring for clients.
The custom web application has been a game-changer for AHL. The company is now able to scale and grow effectively, as the automated processes and streamlined workflow have allowed them to keep pace with demand. The application has also helped to improve the quality of care provided to animals, as all agents are now working with the same information and following the same protocols.
In terms of quantifiable results, AHL has seen a significant increase in efficiency and productivity since implementing the custom web application. Agents are able to process information faster and more accurately, freeing up time to provide more personalized assistance. This has resulted in improved customer satisfaction and a more effective overall triage process.
By developing a custom web application to meet their unique needs and using cutting-edge technologies, we have been able to help the company overcome its scaling challenges and provide the highest quality animal care services to its clients. The results have been overwhelmingly positive, and AHL is now well-positioned to continue growing and expanding its services.
"The team at Neon did an excellent job at understanding exactly what our unique challenges were and creating something that fit perfectly with our business. Since we’re tied to specific platforms, we were concerned about integration, but the application Neon built goes beyond what we could have imagined. "
Founder and CEO at Animal HealthLink