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Friction in legacy systems, such as multiple steps, mandatory logins, arduous registration for new clients, and separate booking pages, create opportunities for client drop-off.
The result? Clients have to call, which increases admin for your team and creates frustration for the client. In some cases, this can result in losing business to competitors who make online booking simple.
This case study looked at five practices that have moved from a legacy online booking system to ClinicWise. We wanted to understand how a smoother, embedded booking experience affects client behaviour and booking conversion.
Before ClinicWise, the legacy system being used:
The friction created significant drop-off. Clients who wanted to book online often didn’t, leaving practices with more phone calls and, in some cases, lost business.
ClinicWise removes these friction points. No logins, no multiple steps. With ClinicWise, pet parents can:
The system is designed to meet client expectations. While some clients want a phone call, others prefer self-service. ClinicWise gives them the choice in a clean, user-friendly way.
This results in higher conversion, reduced admin, and a better client experience. All without replacing the personal care your team provides.
Of the three booking systems we’ve tried, this is the easiest to set up and modify. Concise, intuitive – and the ClinicWise team are great to work with.”
– Dr Keith McKellar, Mittagong Veterinary Hospital
We tracked bookings across five practices before and after moving to ClinicWise. The impact was clear:
Insight: High lift across all months. Friction in the old system was limiting conversion, and ClinicWise removed that barrier.
Insight: Even a small number of bookings is meaningful here. The legacy system failed to convert any interest into appointments. ClinicWise captured demand that was previously lost.
Insight: High-volume practices see smaller percentage gains, but the absolute increase in bookings shows ClinicWise still captures clients who might otherwise slip through the cracks.
Insight: Mid-volume practice: simplifying booking led to large gains, especially in high-demand months.
Insight: This small to mid-volume practice saw meaningful growth, capturing bookings that would likely have been lost under a cumbersome system.
Overall Results
“So far, we are up 60% on our online booking since clinicwise started. Massive success.”
If your online booking isn’t user-friendly, it’s just a checkbox and a lost opportunity. Some clients call because they can’t book online; others never reach you at all.
A good system:
Poor online booking experiences aren’t just inconvenient. They’re lost revenue.
Are you offering online booking yet? If you are, are you offering user-friendly bookings? Don’t let clunky systems turn away potential clients. Review your online booking process, optimize for ease-of-use, and give pet owners the option they want.
There are clients ready to book, make sure they can!
This post first appeared on the ClinicWise blog: Case Study: You Value Online Booking. Now It’s Time to Optimise It.
James, Co-Founder of ClinicWise (Formally Virtual Vet Nurse), brings extensive experience in veterinary software and a passion for using technology to improve clinic operations and client communication. He is dedicated to creating innovative solutions that enhance care and streamline workflows for veterinary professionals.
Connect with James:
Every day, your reception team shapes client relationships, practice revenue and the overall client experience, often without the training or support they need. It's 8:52am. There are 3 clients in the waiting room, a dog barking at the scales, a nurse waiting on a...
