Running a busy veterinary clinic is made easier when you have efficient, reliable software for your team. For Edinburg Animal Hospital, this was not how they were running before Otto. Using Weave for phone systems and Petdesk for scheduling and reminders, the team faced constant issues, from delayed support and slow syncing to high costs and workflow disruptions. Switching to Otto provided the relief they needed and significantly improved their operations.

Lead Receptionist, Jules Ciccotelli highlights the challenges Edinburg Animal Hospital faced and the improvements they’ve seen switching to Otto.

The Challenges: A Software Full of Frustrations

Challenges Edinburg Animal Hospital Faced:

• Even minor issues or changes could take hours to days to resolve
• Delays in appointment information syncing caused confusion
• Unreliable tools disrupted payments
• High costs of multiple tools

Before adopting Otto, Edinburg Animal Hospital relied on a patchwork of tools that came with a host of problems, weighing down the team.

One major issue was the poor support. With Weave, even minor issues could take hours – or days – to resolve. “It took me two hours just to get past their AI live chat, and even after spending four hours with a representative, the issue wasn’t resolved,” said one staff member. Similarly, Petdesk required contacting support agents for simple customizations, which often resulted in long waits. This wasted time that staff would have rather spent on pets and their parents.

Workflow inefficiencies were another significant pain point. Petdesk’s syncing times were painfully slow, ranging from 20 minutes to over an hour. This delay caused confusion, especially when multiple team members were scheduling appointments at the same time. On top of this, Weave’s terminals frequently malfunctioned – disrupting payments and requiring manual fixes.

To make matters worse, the cost of these systems was steep. Using two systems caused Edinburg Animal Hospital to pay a premium for tools that were constantly breaking and didn’t meet their needs.

“There was always a problem we were dealing with, with either Weave or Petdesk. One of our receptionists was always focusing on fixing something, whether it was trying to get something to load or dealing with a terminal issue. With Otto, we don’t have to fix the software – we can actually focus on using it.” — Jules Ciccotelli, Lead Receptionist

The Solution: A Seamless Switch to Otto

What Edinburg Animal Hospital gained:

• A reliable solution that offered immediate, valuable help with chat.
• Up to 10 hours of time not on the phone due to Otto’s fast syncing time and additional efficiency tools.
• A cost-effection solution saving Edinburg Animal Hospital Monthly

Switching to Otto provided the team with a reliable, all-in-one solution that addressed their pain points. Otto’s integration with Avimark, customizable automations, and responsive support completely changed how the clinic operated.

Support issues became a thing of the past. Otto’s live chat offered immediate help, resolving most issues the same day. “I don’t think I’ve ever had to get on the phone with Otto’s support. Their live chat resolves everything quickly,” said Jules. This level of responsiveness made a clear difference compared to the lengthy wait times with Weave and Petdesk.

Workflow efficiency also improved dramatically. Syncing, which once took up to an hour with Petdesk, now happens in real time – usually within minutes. “We’ve saved 45 minutes every morning just on automated confirmations,” Jules shared. Additionally, features like Text-to-Pay and customizable reminders reduced the number of daily phone calls by about 10. These features provide preferred methods of outreach for pet parents while also freeing up the team’s time to provide excellent communication and service to pet parents at the clinic already.

Financially, Otto proved to be a more cost-effective option. By consolidating tools and eliminating redundant systems, the clinic reduced their monthly expenses by more than 30% per month.

“With Otto, syncing is almost immediate – usually no more than three to four minutes. With Petdesk, syncing could take anywhere from 20 minutes to over an hour, causing confusion when multiple team members worked on the same appointments.” — Jules Ciccotelli, Lead Receptionist

The Results: 10 Hours Saved Weekly, Improved Efficiency, and Happier Clients

The impact of Otto was immediate and measurable. The team saved 8-10 hours each week thanks to automation and streamlined workflows. Confirmations, reminders, and survey follow-ups now happen automatically with reliable data, ensuring staff can focus on clients rather than administrative tasks. Unlike before, where unreliable syncing required manual follow-ups, Otto ensures accuracy and efficiency

Client communication became more seamless and personalized. Otto’s customizable reminders adapt to individual pets’ needs – something that wasn’t possible with Petdesk. “Otto knows when a pet is a rabbit and automatically adjusts fasting instructions. That level of customization has made a huge difference for us,” said Jules.

With fewer issues to troubleshoot, the team was able to focus on improving the client experience. Clients appreciated the convenience of Text-to-Pay, pre-appointment deposits, and efficient scheduling, which contributed to a noticeable reduction in no-shows.

“Automated confirmations and reminders through Otto save us about 8-10 hours a week. Clients appreciate the convenience, and it reduces time spent on the phone.” — Jules Ciccotelli, Lead Receptionist

How Otto Stands Out from Competitors

Edinburg Animal Hospital’s experience highlights Otto’s strengths compared to its competitors. While Weave and Petdesk were bogged down by slow support and unreliable systems, Otto delivered on every front:

• Support: Otto’s immediate live chat resolves issues quickly, unlike Weave’s hours-long waits or Petdesk’s delayed responses.
• Efficiency: Otto’s real-time syncing eliminated the confusion caused by Petdesk’s slow sync and software updates.
• Customization: Features like species-specific reminders provide a level of personalization that Petdesk couldn’t offer.
• Cost: Otto replaced multiple tools with a single solution, significantly reducing monthly expenses while delivering superior functionality.

Conclusion: A Smoother Workflow, Happier Clients, and More Time for Care

For Edinburg Animal Hospital, switching to Otto was more than just a software upgrade – it was a transformation. With less time spent on troubleshooting and more time focused on clients, the team has seen real, tangible improvements in efficiency, client satisfaction, and financial savings.

As one staff member summed it up: “With Otto, we can finally focus on our patients and clients instead of worrying about fixing the software. It’s been a game-changer for our clinic.”

“Communication with clients has been so much smoother with Otto. Clients feel less barraged with messages and appreciate the clarity and convenience.” — Jules Ciccotelli, Lead Receptionist