Far West Vet Cuts No-Shows by 40% with Otto—and Saves Hours Every Week

Highlights:
  • 40% Drop in Appointment No-Shows
    By combining automated reminders with personalized follow-ups, Far West significantly reduced no-shows for high-value appointments like surgeries.
  • 30-Second End-of-Day Reporting
    Reconciliation that once took minutes now takes seconds, thanks to Otto’s all-in-one system that syncs directly with Avimark.
  • Faster, Smoother Onboarding
    With message templates, built-in guides, and streamlined workflows, new receptionists are up to speed—and contributing—faster than ever.
  • Stress-Free Communication for Vets
    Doctors can send lab results or updates without picking up the phone, freeing up time and reducing interruptions during packed days.
  • Fully Customized, Automated Forms
    Far West’s existing forms were turned into digital, auto-synced versions—no extra steps, no manual uploads, no format compromises.

At Far West Veterinary Clinic in Austin, TX, running a smooth and efficient operation isn’t just a goal—it’s essential to delivering high-quality care. We sat down with Practice Manager Megan Morrow and Veterinarian Dr. Rachel Dreibelbis to learn how they manage the demands of a busy clinic, from coordinating front desk workflows to staying connected with clients after appointments. With the right tools in place, their team has been able to reduce daily stress, improve communication, and create a more seamless experience for both staff and pet parents.

Ready to cut your no-show rate like Far West?

See how Otto’s smart reminders and personalized texts
helped one clinic drop no-shows by 40%.

The Challenge

Far West was searching for the right tech to make their clinic run smoother—and found it in Otto. After trying systems like Rapport and PetDesk that led to client confusion and scheduling issues, they made the switch in March 2023. Otto solved their biggest pain points with reliable communication, streamlined scheduling, and easy integrations.

“Before Otto, training was harder, things weren’t user-friendly, and tracking payments took more time.” says Megan Morrow, Far West’s Practice Manager.

They needed one tool to cut down no-shows, simplify training, and improve communication—without adding to their team’s workload.

The Solution

With Otto, Far West found their fit. They adopted Otto Flow and Pay, giving them a unified platform for appointment reminders, digital forms, two-way texting, and payments—all synced to Avimark.

“Since Otto is based in Austin, the timing has been more accurate, and we like having payments, communication, and forms all in one system.” says Megan.

Ready to experience a reliable, all-in-one solution for your clinic?

The Otto Difference

Custom Smart Forms
Far West submitted their original forms, and Otto turned them into seamless, automated workflows that fit perfectly into their day. Megan adds, “It’s our form, but Otto created that for us using our format—just automated.”

Drag-and-Drop Photo Uploads
Clients send photos via text; staff drag them straight into Avimark. No downloads. No manual uploading.

Message Templates
New team members onboard faster with built-in templates for vaccine reminders, follow-ups, and appointment confirmations.

Surgical & High-Value Appointment Support
Automated reminders plus personalized messages and follow-up calls helped cut no-shows by 40%.

Megan notes, “Giving clients three chances to confirm has helped us fill spots—and has cut down no-shows by about 40%.”

Doctor-Friendly Communication
Otto helps Dr. Dreibelbis stay in touch with clients, even on busy surgery days.

“It’s super easy for me to shoot them a message and just say, ‘Hey, everything looks good.’ It’s streamlined so I’m not stuck on the phone.” says Dr. Dreibelbis.

Real Results

  1. 40% drop in no-shows
  2. Follow-up communication via text and email—no phone tag
  3. 30-second end-of-day reconciliation
  4. Clients feel more connected and informed
  5. Faster training for new team members

“End-of-day used to be a process of matching everything up. Now it takes 30 seconds.” says Megan.

The Bottom Line

Otto has streamlined communication at Far West, making it easier for both staff and clients to stay connected. “It removes that middle layer of communication. Clients don’t wonder if their message got to me,” explains Dr. Rachel. Megan adds, “Otto’s made things much less of a headache. It’s all in one place now.”

Otto hasn’t just reduced no-shows at Far West—it’s reshaped their workflows from front desk to exam room. From onboarding to communication to payments, Otto’s agility and automation let this Austin clinic stay fast, flexible, and focused on patient care.

Want smoother days and fewer phone calls?

Otto helped Far West Vet simplify communication, training, and reporting—all in one platform.