I attended the marketing meeting where we discussed online booking and the impact missed calls has on practices. In addition, I was aware that we were missing calls due to the high call volumes to our clinics – so we decided to give the Orca free trial a go. The exact numbers were frightening. Our main hospital was obviously the biggest culprit, however, I was shocked to learn that the smaller branches were struggling also.
We discussed the idea with the whole team who unanimously decided it was a good idea. We hoped to improve our client experience but also to help our receptionists – freeing them up to deal with clients ‘directly in front of them’.
Orca has been handling our calls since March and have done a good job. They have a basic price list and information on our pet health club so that they can answer simple enquiries. Whenever someone requests a callback or an appointment we immediately get an email so that we can action it.
