The Challenge

Patient reminders are crucial to a vet clinic's ability to retain customers, and being time sensitive means these reminders must be delivered promptly.

Greencross Vets found that their existing service providers’ quality control processes were a problem, resulting in clients not receiving patient reminders in time or, in some cases, not at all.

The Answer

GJI’s Customer Communications Team transformed the processing of regular mail communications which reduced mailhouse turnaround time from ten days to three days per campaign. In addition, data cleansing became a predefined and automatic function, ensuring a clean and up to date customer database.

The Results

The review of direct mail processing vastly improved the relationship between Greencross and their customers. The new appointment reminder protocol meant significantly reduced phone calls from customers who had already booked appointments. In addition, Greencross no longer spends unnecessary time every week sorting and cleansing the database.

What our client said

"The preparation of patient reminders has been dramatically simplified due to the automation tool GJI developed for us."
- The Management Team, Greencross Vets