Why veterinary practices are turning to 24/7 online booking to grow and streamline operations

Running a veterinary clinic means balancing two things at once: delivering the best possible care to pets while keeping daily operations running smoothly. And let’s be honest—phone lines, missed calls, and appointment scheduling chaos don’t make it easy.

That’s where direct booking comes in. By allowing pet parents to book appointments online, anytime, anywhere, clinics are discovering new ways to boost revenue, lighten the workload, and deliver a better client experience.

Today’s pet owners expect the same convenience from their vet clinic that they get when booking a haircut or ordering dinner. Direct booking makes that possible. Instead of waiting on hold, clients can book appointments at their convenience, 10 a.m. or 10 p.m.

39% of bookings happen after hours, meaning your clinic can keep filling appointment slots even while your staff is off the clock. That’s time back for your team, and peace of mind for pet parents.

One clinic manager summed it up perfectly:
“The pet owners are very happy. Now most people just want to get a text and be done, so Direct Booking has been helpful with that too” – Samantha Millet, CVPM, Bluegrass Animal Hospital

Direct booking doesn’t just serve existing clients; it’s also a powerful way to grow your client base. Nearly one in four bookings (24%) come from brand-new clients. That means clinics aren’t just making life easier for current pet parents but also creating a steady stream of new relationships without extra marketing spend.

Because most systems integrate directly with your PIMS, new client details are automatically captured, reducing redundant data entry for your staff.

Your front desk team wears many hats, fielding calls, checking in patients, and keeping the clinic organized. Direct booking takes one of the biggest headaches off their plate: phone calls.

On average, it takes 10 minutes to book an appointment over the phone. Multiply that by dozens of daily calls, and it’s no wonder CSRs often feel overwhelmed. Direct booking cuts call volume dramatically, freeing staff to focus on in-clinic care.

As one clinic leader put it:
“The point of Direct Booking was to take a little of the ease from the CSRs and let them have more downtime off the phone—it’s helped tremendously.” – Bluegrass Animal Hospital

Empty appointment slots = lost revenue. Direct booking helps solve this by making it easier for clients to find and book the best time for them.

With customizable scheduling by provider, time slot, appointment type, or room, clinics can increase fill rates and reduce gaps in the schedule. And since clients can book instantly, last-minute availability doesn’t go to waste.

Some platforms overcomplicate online booking or charge premium prices. However, clinics that have adopted Otto’s direct booking option have noted how quick it is to set up (often in just a couple of hours) and how straightforward it is for clients of all ages. One practice even shared the story of a 90-year-old client who easily booked her appointment online.

As Dr. Vincent Mancini of Bonita Vet Hospital explained:
“Direct Booking has paid for itself. Being able to generate more appointments with new clients in particular has been a benefit.”

Direct booking is no longer a “nice-to-have,” it’s a must for clinics that want to stay competitive, grow their client base, and reduce staff burnout. The results speak for themselves, from after-hours bookings to reduced phone traffic and new client acquisition.

When clinics make booking easier, everyone wins: the practice, the staff, and most importantly, the pets who get timely care.

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