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Arriving and Waiting: Improving your Client Journey Pt 3

When was the last time you stopped to consider how to improve your client journey?

Your client’s experience with your veterinary practice starts from the moment they begin researching local vets and continues long after they leave your practice after their first visit.

Along this journey there are multiple touchpoints outside of an actual consultation which many veterinary practices fail to make the most of, this is a real missed opportunity!

The importance of getting the customer experience right cannot be underestimated, the likelihood is that word of mouth powers a huge part of your business, what your clients think of their experience of your practice can quite literally have new clients queueing up at the doors or avoiding you like the plague.

Our Veterinary IT Experts have years of experience helping practices to make the most of their client journey, using the simplest tech that they already have access to (because no one wants to spend additional time and money on additional software).

In doing so we’ve identified four stages that’s are commonly neglected which could be improved with Microsoft 365:

  1. Choosing a Vet
  2. Preventative Health Questionnaires
  3. Arriving and Waiting
  4. Admission into Hospital and Discharge

In this article we’ll be focusing on the third experience your client will have of your practice, Arriving and waiting. It goes without saying that whilst your clients wait for their appointment it’s important that they are surrounded by information that reinforces your practice brand and adds value to their experience. Many practices have TVs in their reception area, but how much effort has gone into the content that they share?

This blog will focus on Microsoft Sway, one of the Apps within the 365 Suite available to Office 365 Education customers, Microsoft 365 Apps for business customers, and users with a Microsoft account (Hotmail, Live, or So, if you have any of these subscriptions you already have access to this App.

The App: Microsoft Sway

  • Sway enables your team to quickly and easily produce professional, interactive, and visually appealing branded designs, for example a presentation that is projected through the TV in your reception area, you can include anything you want on these, including guest Wi-Fi Passwords and local announcements etc.
  • You can easily embed video and audio, which means that your content is far more dynamic as is won’t just be slides with some writing. Much like the preventative care plan, an example of this would be basic videos on how to administer worming treatment, search for and remove ticks and cleaning dogs’ teeth.

Pro tip: Why not add value for your client by using Sway to create local news updates for your reception TV screen. A great example of this we’ve seen recently is an announcement and a satellite map showing local lakes that are known to have Blue Green Algae, prompting clients to ask the receptionist for more information, this information was a brief leaflet designed in (yes you guessed it – Microsoft Sway)

A bit about us…

As a Microsoft Partner we are fully equipped to advise you on how best your veterinary practice can utilise your Microsoft 365 suite.

The Apps included in these articles are only 4 of many. And each one can seamlessly work together to help your team focus on patient care, your practice run more efficiently and can assist you to provide fantastic value adds to your clients. It’s even possible that making use of the technology you already have as part of your Microsoft 365 package will save you time and money.

If you would like to talk to an IT expert on how your practice can get the most from Microsoft 365, just get in touch.