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Cairns Veterinary Clinic found themselves under constant front desk pressure, with high call volumes and no capacity to scale further by hiring. At the same time, more pet owners expected to book online, and the existing booking system lacked the flexibility required.
The clinic implemented Vetstoria’s customisable online booking to reduce manual workload and offer 24/7 access. This was later supported by a modern, high-performing website designed to improve usability and conversion.
I think the return on investment is really, really good.
Out of all the software that we have implemented in the last 10 years, Vetstoria’s online booking system has been the best.
For Practice Manager Jane Quinn, the decision to introduce online booking wasn’t about following a trend — it was about solving a very real operational problem.
Like many busy practices, the clinic was under constant pressure at the front desk. At peak times, the phones were relentless.
“We were already using another online booking provider, but we wanted a solution that could better reduce the load on our reception team, particularly by cutting down the volume of phone calls. During our busy period, such as early mornings, lunch times and early evenings, there would definitely be a lot of phones ringing.”
The team tried to keep up by hiring more staff, but quickly hit a limit. It became clear that adding more people wasn’t a scalable solution.
“We were taking on more reception staff, and then there wasn’t any more room for any more reception staff.”
At the same time, client behaviour was changing. Jane recognised that expectations had shifted, not just in veterinary care, but across all service industries.
“When I book an appointment somewhere, I want to do it online. I do it at 10 o’clock at night.”
And increasingly, this wasn’t just a preference — it was a deciding factor. “It’s even to the point now where people won’t book unless you’ve got it online. Like, they don’t want to make that phone call.”
For the clinic, this meant one thing: without online booking, they risked losing clients before they even made contact.
Before choosing Vetstoria, the clinic trialled another provider but quickly ran into limitations. Instead of improving workflows, it created more friction.
Rather than supporting the team, the system added complexity.
“With our previous online booking provider, we had to customise our appointment schedule to fit with the online booking, which didn’t really work. We had to put blocks in, and then it required the receptionist to unblock them.”
‘With Vetstoria, we can customise the system around our schedule.’
Switching to Vetstoria marked a turning point. Instead of forcing the clinic to adapt, the platform adapted to them.
“With Vetstoria, we were fully able to customise the platform, especially the times that we wanted online bookings for specific vets, we could do that with minimum fuss.”
This flexibility meant the system worked with their operations — not against them.
The most noticeable change came quickly and it was felt across the entire team.
“Vetstoria definitely freed up a lot of the receptionist’s time. The reception team are now having more time to deal with client inquiries without having to take phone calls for bookings.”
With fewer interruptions, the team could focus on what really mattered.
Before we had online booking, client queries could take days to resolve. After implementation, that changed significantly: “Client inquiries that may have taken 2 or 3 days before are now getting responded to a lot quicker, thanks to Vetstoria.”
This shift improved both efficiency and client satisfaction.
The benefits weren’t just internal — clients felt them too. Online booking provided reassurance and convenience:
“For the pet owners, they know they have booked their appointment, they know what time they are going in, so it’s peace of mind for them.”
‘A significant number of our bookings now come in overnight through online booking. From a business perspective, getting appointments after hours has definitely had an impact on revenue.’
Online booking also became a powerful acquisition tool: “As far as attracting clients, having an online booking tool absolutely drives the business growth, a huge amount.”
In a competitive market, accessibility became a key differentiator.
Introducing new technology can be challenging but in this case, the response was overwhelmingly positive.
Around 90% of the team adopted the tool immediately, and even those who were initially hesitant have since fully embraced it — with some now using it to book their own pets. Onboarding was seamless.
We love that Vetstoria helps us gather information about the clients even before they come in. When done manually, there is a chance of missing out on some information, but with Vetstoria, it helps make it smoother.
‘We see smoother workflows and better data.’ Automation improved both accuracy and visibility. The team also gained better control over their day.
“When you enter the morning, you know your appointments are all lined up. This helps make our workflow more efficient.”
Jane agreed that with fewer phone interruptions, staff could spend more meaningful time with clients in the clinic.
“With fewer phone calls, the staff has more time to spend with clients. This helps a lot with client relationship rapport being built. Pet owners are definitely more appreciative of any more time that you can spend with them. It is more focused on them.”
Over 10 years at the clinic, I’ve seen many systems come and go — but Vetstoria is one I would definitely recommend.
After seeing the impact of online booking, the clinic turned its attention to its website. “While our previous site was functional, it needed updating and modernisation that Vetstoria helped us bring.”
The new Vetstoria website focused on usability and conversion, with a simpler, more intuitive experience for clients.
“The website is much easier to navigate now. Everything is on the homepage where we want it to be — all the information that I, as a client, would look for. Before, it felt a bit clunky and didn’t really flow well, but now it’s easy to navigate and easy to find what you need.”
Jane was very quick to agree on how important it is to have a website – and not just a good one, but also one that is very effective.
“It helps hugely. Websites are really important these days – everyone expects a good one. But it’s not just about content. It needs to be fast, easy to navigate, and simple to use, and I think this website does that really well. It’s really fast, with eye-catching images. And, of course, mobile-friendly.”
Beyond the product itself, the support experience stood out. “They’ve been a brilliant team — really, really helpful, very attentive. Every team member I’ve dealt with at Vetstoria has been wonderful- really attentive and responsive. It was also really easy to hop on and make changes when needed.“
Vetstoria helps veterinary practices reduce admin, cut phone calls, and grow revenue with real-time online booking, secure payments, and customisable veterinary websites.
Since opening in 1966, Cairns Veterinary Clinic has remained a cornerstone of pet care in Far North Queensland. With two convenient locations, the dedicated team works together to provide exceptional service to pets and their owners.
The clinics are equipped with modern facilities, including advanced surgical theatres, digital radiography, dental suites and in-house laboratories. Equipped with these advanced on-site resources, the team is better able to deliver prompt and accurate care in all scenarios, whether it’s a routine health check, emergency surgery, or advanced orthopaedic procedure.
This post first appeared on Vetstoria: How Cairns Veterinary Clinic Reduced Reception Pressure and Drove Growth with Online Booking and a Modern Website
Dan joined Vetstoria as Partner Manager in September 2024 after working in software for the last 10 years, 8 of which have been in Partnerships. Previous industries include customer reviews and internal communication where he worked in both B2C and B2B. Being a pet owner Dan is excited to be working in the Veterinary industry where he hopes to contribute to both pet and vet care!
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