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Why Client Engagement is The Real Driver of Clinic Success

Between back-to-back appointments, ringing phones, and the eternal game of “did anyone call them back?”, most veterinary teams don’t have time to stop and ask: what’s really working in client communication?

That’s why we compiled data from more than 5,000 clinics (plus industry research) into our new Client Engagement Report. The findings point to a future where clinics thrive by making digital engagement effortless.

Download the 2025 Client Engagement Report and See What’s Driving Pet-Owner Behavior Now and How Your Clinic Can Stay Ahead.

Here’s a peek at what’s inside the report:

Clients Want More Than a Phone Line

Pet owners expect the same convenience they get from their doctor, hairdresser, or favorite restaurant: quick online booking, flexible reminders, and forms they can fill out from their couch.

One surprising stat? Nearly 40% of online appointments happen after office hours. Translation: if your clinic only books by phone, you’re missing a big slice of new-client opportunities.

A Single Reminder Isn’t Enough

If you’ve ever had an empty slot because a client “forgot,” you’re not alone. The report shows that sending one email reminder isn’t cutting it, especially for Millennial and Gen Z pet owners.

Multi-day reminders sent through multiple channels (think: email + SMS) can reduce no-shows and keep your schedule full.

Paperwork Isn’t Just Paperwork

Digital forms aren’t just about saving trees, they cut 10–15 minutes off check-in time per client and reduce errors compared to paper. That’s less waiting at the desk, more “face-to-nose” time in the exam room, and fewer headaches for staff.

AI is Showing Up in the Exam Room

The data shows that clinics that use AI scribes save doctors up to 30 hours a week. That means less typing late at night and more complete records without the extra grind.

Loyalty is Built Between Visits

Pet parents don’t just remember the medicine, they remember the connection. Personalized follow-ups, lapsed-client reminders, and even simple “we’re thinking of you” messages drive higher return rates and stronger trust.

Why This Matters Now

The big story in the data is that digital-first engagement is no longer optional. Clinics that adapt today will meet client expectations, reduce staff burnout, and strengthen long-term client relationships.

Ready to turn these insights into action?
Watch Dr. Caitlin DeWilde in the free webinar, “Proven Marketing Practices for Veterinary Teams”. You’ll learn how real clinics are using digital engagement, automated reminders, and AI tools to boost compliance, retention, and revenue—without adding more to your team’s plate.
FAQs

Client engagement refers to every digital and personal interaction that builds trust and loyalty between your clinic and pet parents. It includes tools like online booking, automated reminders, digital forms, two-way texting, and post-visit follow-ups that make communication smoother and more personal.

According to Otto’s Client Engagement Report, 40% of online bookings happen after hours. That means clinics relying only on phone calls risk losing nearly half of potential new appointments. Digital engagement ensures your clinic stays accessible and connected even when the lights are off.

Automation handles repetitive tasks—like reminders, confirmations, and digital forms, so your team can focus on care instead of paperwork. Clinics using automated tools see fewer no-shows, shorter check-ins, and stronger follow-up communication, all leading to happier clients and smoother days.

AI is increasingly being used in clinics to document visits, summarize conversations, and streamline workflows. Otto’s data shows that AI scribes can save veterinarians up to 30 hours a week, allowing for more accurate records and more “face-to-nose” time with patients.