Support. When some companies say it, it’s shorthand for a certain service or department. An umbrella term for various tasks, carried out by a few experts who fix problems and keep things running.

At Otto, it’s something more.

To us, support isn’t a role to be filled or a number you call when things go wrong (though we’re always here for that). Support is an experience—a way of being—from your very first contact with us, to day one of onboarding, to 10 years down the line. Because support isn’t a service you access: it’s a relationship you (and your practice, patients, and clients) rely on.

Here’s a closer look at exactly how we define (and live out) customer support.

Support isn’t a title assigned to a handful of people. It’s a collective effort that spans every level of our company. Each department, from the friendly faces in Sales and Success to our innovators in Product and Engineering, brings an empathetic, invested, and proactive mindset to every action, communication, and challenge.

And when we say challenge, we mean the kind that only veterinary professionals understand, like that 8-turned-13 hour shift when a parvo outbreak and a power outage happened on the same day your clinic was hosting a second-grade field trip… and you split your scrub pants while team lifting a Great Dane.

How do we have this practical perspective? Because the majority of our energetic, diverse, and talented team have been there, working in the veterinary industry before joining Otto.

Support is built on strong relationships. Right from the start, we take the time to get to know your team—your workflows, preferences, and your struggles. This doesn’t just help us personalize your onboarding journey, but ensures every team member feels empowered and excited to use Otto from day one.

We know your practice is one-of-a-kind, and we celebrate that. Every clinic receives a customized onboarding plan, designed to fit your size, workflow, and operational goals. By tailoring solutions to the way you actually work, we ensure our support isn’t just helpful—it feels natural, intuitive, and built for you.

Our work doesn’t end when we resolve your support ticket. While you go back to firing on all cylinders, we get down to work. Our goal? Continuous improvement. Relentless determination to meet and exceed what you want and need from an all-in-one platform.

At Otto, your feedback isn’t filed away. It becomes information for our product and engineering teams, who actively listen to customer concerns, questions, and ideas. Whenever possible,* they turn your suggestions into real solutions—implementing requested advancements and updates to make Otto even better for you and every practice

Instead of treating support as a one-off fix, we work within an ongoing feedback loop—one that strengthens our understanding of your clinic and deepens the relationship with every interaction.

*Quite often, because they’re practically wizards.

That said, our version of support doesn’t wait until you need it.

Instead, Otto proactively brings fresh ideas, enhancements, and solutions to clinics all the time. Our understanding of the veterinary industry, including its quirks and frustrations, along with our eye for improvement, gives us an undeniable edge. Many of our popular features began with identifying challenges that veterinary practices didn’t even know they had, so even daily operations are smoother, faster, and more intuitive.

Working with Otto is kind of like working a shift with your favorite colleague. You just know, no matter what walks in the door, that everything’s going to be OK.

Our success is built on yours. Support means helping your clinic reach and celebrate its milestones—while also charting the path to what comes next.

And this isn’t empty cheerleading; it’s strategy.

Our Customer Success team goes beyond operations and onboarding. They interpret your clinic’s metrics and provide regular, actionable insights on how to get the most from our features in ways that align with your workflow. When your team’s habits and our automations work in harmony, milestones stop feeling like distant goals and become achievable benchmarks that make your clinic stronger, more efficient, and more confident with every step.

At Otto, great support is more than a service; it’s our culture.

Just like caring for patients and clients is the driving force that keeps your team showing up, digging in, and going the extra mile, Otto’s commitment to authentically supporting veterinary clinics is an undercurrent that flows through everything we do. We’re more than a platform, we’re a partner—one that combines empathy, expertise, and innovation to make your work easier, every day.

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