CRM for veterinary clinics

A veterinary clinic is a place where love for animals combines with high professionalism. But that's not enough – success in the veterinary business is determined not only by the quality of treatment but also by service, marketing, personnel management, medications, and documentation. All of this requires 24/7 attention, so running a modern veterinary clinic without digital tools is like treating a patient without a diagnosis. Queues, mixed-up records, lost appointments, forgotten appointments – all of this not only reduces the level of service but also hinders business growth.

A custom CRM program for veterinary clinics in Ukraine and abroad, developed by the AvadaCRM team, will manage your business processes with the precision of a surgeon. Forget about routine, paper logs, and missed clients – the system will work for the health of your furry, feathered, and scaly patients and the prosperity of your business. We don't offer cookie-cutter solutions; we custom-design a unique CRM for your veterinary business, tailored to your specific needs. We ensure every visit, every surgery, and every vaccine dose is accounted for, and your clients remain satisfied and return again.

CRM for veterinary clinics – what is it?

Veterinary CRM is custom software that automates numerous routine tasks, including appointment scheduling, medical record management, vaccination and checkup reminders, invoicing, and payment tracking. But most importantly, veterinary clinic software helps you better understand your clients, ultimately increasing your business's profitability.

A CRM for a veterinary clinic is not just a database, but a unified digital space that contains:

• information about patients (animals) and their owners;
• history of diseases, appointments, vaccinations, operations;
• automated reminders about vaccinations and medical examinations;
• online management of doctor schedules and client appointments;
• control of warehouse stocks of medicines and consumables;
• financial accounting, invoices, reports, receipts, integration with 1C and other systems;
• One-click reporting – from doctor workload to procedure profitability.

Veterinary clinic software eliminates paperwork and allows you to manage your veterinary clinic manually, using a user-friendly interface – from any device, anywhere. It's your indispensable assistant – one that never tires, never takes vacations, and never makes mistakes.

What problems does CRM solve for veterinary medicine?

Managing a veterinary clinic is not only a passion for animals but also a complex business process with its own unique characteristics, risks, and challenges.

• Centralized data storage

Veterinarians must maintain detailed medical histories for each pet, taking into account breed characteristics, allergies, procedures, prescriptions, and much more. Manually maintaining such records is prone to errors and loss of important information. Veterinary clinic software allows for the organization of all data electronically, ensuring quick and easy access at any time.

• Manage your schedule and appointments

The flow of patients at a veterinary clinic is often unpredictable. Therefore, it's important to strictly manage doctors' hours, avoid overlaps, double appointments, and gaps in scheduling, prevent lack of time for procedures, and promptly respond to emergencies. A veterinary CRM helps optimize appointment schedules, manages patient records, and alerts you to overbookings and idle hours. The system can integrate convenient tools for online scheduling, automatic scheduling, and sending appointment reminders to clients.

• Personalized approach

Pet owners are very sensitive to their pets and value a personalized approach. Veterinary clinic software allows you to collect information about clients' preferences and visit histories and use this data to build trusting, long-lasting relationships. For example, you can send personalized birthday greetings to your pet or reminders about the availability of a specific brand of pet food.

• Financial accounting and analytics

Monitoring revenue and expenses, invoicing, and tracking payments are essential components of any business. A CRM system for veterinary clinics automates these processes, minimizes the risk of errors, and provides a transparent picture of the clinic's financial status. You'll always be aware of which clients are outstanding, which services are most in demand, and how to optimize your pricing strategy.

• Communication with clients

Maintaining contact with pet owners is key to their loyalty and trust. A CRM for veterinary businesses enables effective communication through a variety of channels: SMS reminders for appointments, emails with useful information and promotions, integration with messaging apps for prompt support, storing information about each visit, procedure, and appointment, and collecting feedback.

• Marketing and customer acquisition

In an increasingly competitive environment, attracting new clients and retaining existing ones is crucial. A veterinary CRM system provides tools for segmenting your client base, conducting marketing campaigns, and evaluating their effectiveness. You'll be able to precisely target your offers and attract the right customers.

• Human Resources Management

In a large veterinary clinic, it's important to effectively coordinate the work of doctors, assistants, and administrators. A CRM system for veterinary clinics can include modules for time tracking, payroll, and task management.

• Process automation

Veterinarians don't just treat patients—they provide consultations, prepare paperwork, and manage patient records. CRM programs for veterinary clinics relieve them of routine tasks: they automatically create charts, generate documents, and store images, tests, and reports.

• Inventory management

Wherever there's a warehouse, there will always be shortages, surpluses, and expired items. A veterinary CRM integrates with the warehouse accounting system, monitors inventory flow, automatically writes off medications after procedures, and records expenses.

• Reporting and control

An automated veterinary clinic management system collects data and converts it into reports that help you make management decisions based on numbers, not intuition. You can always find out which services are most profitable, when to expect peak volume, how many clients return, which doctors are busiest, and more.

• Data security and privacy

Sometimes clients' personal data (names, phone numbers, pet information) is sent via regular email and instant messaging without encryption. Furthermore, veterinary clinic staff may share accounts or access shared files. Without a specialized system, it's impossible to track who made changes to the data and when. All this increases the risk of unauthorized access, leakage, or even deliberate deletion.

Your CRM can protect your clients' personal data and pets' medical information using modern encryption technologies, multi-level authentication, access rights, and regular backups. This minimizes the risk of data leakage, loss, or unauthorized access.

CRM functions for veterinary businesses

The veterinary business is multifaceted. It intertwines medicine, customer service, retail sales (medications, food, accessories), and even pet hospitality services. Grooming, microchipping, pet boarding, and boarding centers – each service has its own processes, challenges, and risks. A CRM system for a veterinary clinic shouldn't be one-size-fits-all, but tailored to each area.

CRM for a veterinary clinic

For veterinary clinics, the key needs are accurate medical data recording, efficient record management, and high-quality communication with pet owners. Therefore, a CRM for veterinary clinics should primarily include the following features:

• maintaining an electronic patient history – an animal card with diagnoses, prescriptions, vaccinations, test results and images, accessible to the doctor in a couple of clicks, including past visits and surgery records;
• Automatic reminders (SMS, email or push notifications) to pet owners about booster vaccinations, deworming or scheduled examinations;
• Online appointment booking with the option to choose a doctor, date and time, and pre-pay for the consultation;
• Accounting for drugs and consumables – automatic write-off from the warehouse after use in treatment, warning about minimum balances;
• Integration with laboratories and diagnostic equipment – test results and images are automatically pulled into the system and attached to the patient's card.

How it works: the cat owner receives an SMS reminder about the annual vaccination, clicks the link, schedules an appointment online for a convenient time, and pays for the service. The payment is recorded in the CRM, and the necessary medications are reserved automatically.

CRM for a pet hotel

Animal shelter automation should, first and foremost, facilitate hotel reservations, account for each pet's needs, and facilitate convenient communication with their owners. Therefore, the following features are incorporated into animal hotel management software:

• room reservations indicating the date, time of check-in, type of animal, special conditions (for example, a separate enclosure for aggressive dogs);
• a stay log , which records the time of arrival and departure, care details, and medication intake (if necessary);
• Scheduled food and medication management – the system creates an individual schedule of feedings and medications, and the administrator sees the tasks for each day;
• recording the sale of additional and related services – grooming, walking, photo reports – everything is taken into account and automatically added to the client’s invoice;
• Checking for required vaccinations before check-in, blocking reservations without the appropriate documents.

So, if you have a CRM for pet hotels, when booking, the administrator will see that the dog is not vaccinated against rabies and will offer to schedule a vaccination before checking it into the pet hotel.

CRM for pet boarding services

Animal boarding, shelters, and temporary care centers are complex, often volunteer-based businesses. Automated animal boarding services should ensure:

• records of all animals under care - information about found, transferred, and adopted animals - name, age, gender, breed, history of arrival at the shelter, behavioral characteristics, medical records and photos;
• access to the foster care history – dates of admission, treatment, sterilization, vaccination, return to owner or placement for adoption;
• Fundraising and donation management – recording receipts, expenses for each animal, reports for sponsors;
• Integration with the shelter website – automatic publication of animals on the website with photos, history, and the status “ looking for a home. ”

CRM for grooming

Grooming salons prioritize maintaining client records, tracking haircut and grooming preferences, and managing supplies. Therefore, CRM systems for grooming salons typically include the following features:

• accounting of masters and employment zones – schedule of groomers, distribution among halls and tables;
• calendar of procedures – sign up for a wash, haircut, trimming, claws, complex services;
• Automatic order generation – the CRM program for animals selects a list of consumables for a specific service and writes them off from the warehouse;
• Maintaining a loyalty program and bonuses – recording the number of visits, awarding discounts or gifts to regular customers.

CRM for a veterinary pharmacy and pet store

Many veterinary clinics combine treatment and commercial functions. Veterinary pharmacy software takes on key tasks:

• management of warehouse stock and expiration dates, automatic notifications about products approaching their expiration date;
• Linking purchases to a customer card so you can see your purchase history and offer personalized recommendations;
• Online booking – the client places an order in the veterinary pharmacy's CRM or through the website; the system reserves the product and sends notifications about its readiness for pickup.

When is automation of a veterinary clinic necessary?

Automating a veterinary clinic becomes a necessity when standard management methods can no longer cope with the volume of tasks and begin to hinder growth. Here are the key signs that it's time for your clinic to transition to a CRM system:

1. Records are lost, information is not synchronized between employees, and errors occur in medical records.
2. Different channels for scheduling patients (calls, messages, paper logs) lead to confusion, double bookings, or missed clients.
3. There is a high workload for administrators who spend too much time on manual data processing, calls, reminders, and reporting.
4. Difficulties in accurately accounting for remaining medications, feed, and consumables; often, orders have to be made at the last minute or, conversely, left with surpluses.
5. The lack of up-to-date analytics – that is, key metrics on physician workload, service revenue, and visit dynamics – forces management decisions to be made intuitively rather than based on data.
6. As the number of clients, branches, or areas of work increases, the current system can no longer cope with the workload, and service quality control is reduced.
7. There is no unified database – information about clients, pets, visits, services, and payments is scattered, stored in different sources, and not synchronized.
8. Service levels are declining, as errors in appointments, delays in service, and lack of reminders negatively impact client relationships and the clinic's reputation.
9. There's a risk of confidential information leakage. When client data and medical information are stored in unsecured systems or on paper, this increases the risk of loss or unauthorized access.

If you find yourself thinking that routine tasks are eating up your time, and management decisions are being made blindly, then the time to implement CRM in your veterinary clinic has already come.

Stages of developing a CRM system for veterinary medicine

Developing a program for a veterinary clinic involves the consistent construction of a customized ecosystem that seamlessly integrates into business processes. This approach requires step-by-step, in-depth work, with each step serving as the foundation for the next.

• Analysis and goal setting

At the initial stage, analysts immerse themselves in the specifics of your work, studying existing processes such as patient registration, medical documentation, customer interaction methods, and financial accounting. To do this, they interview key employees, analyze current systems (if any), identify weaknesses and inefficiencies, and define the client's strategic goals and expectations for the future CRM system for veterinary businesses.

• Technical specifications

Based on the analysis, detailed technical specifications are developed – a kind of project roadmap. These specifications include a detailed description of the functional and non-functional requirements for the veterinary clinic's CRM system, its architecture, and integrations with other services (e.g., telephony, online calendars), as well as data security and performance requirements. This document serves as the foundation for all subsequent development.

• Design and prototyping

During the design phase, architects develop the logical structure of the future CRM system for the veterinary clinic, defining the interactions between various modules and databases. Simultaneously, UX designers create interactive interface prototypes using Moqups, Figma, and Adobe XD, which allow the system to be tested before development begins and approved by the client.

• UX/UI design development

At this stage, prototypes are made visually appealing and intuitive. It's crucial to find a balance between a professional medical environment and a user-friendly, intuitive interface. UX/UI designers create a stylish and ergonomic interface, taking into account your clinic's branding and usability. During the process, they also create guidelines—uniform standards for all screens – to ensure the interface is consistent and easy to understand. Particular attention is paid to ease of navigation, logical arrangement of elements, accessibility of information, and adaptability to different devices (laptop, tablet, smartphone) to ensure that working with the system is as comfortable and effective as possible for every employee in any environment.

• Creating a program code

A key stage during which programmers translate approved mockups and technical specifications into clean, optimized code. Front-end developers are responsible for creating the user interface that employees interact with (web pages, forms, tables, etc.). This is achieved using modern web technologies – HTML, CSS, JavaScript – as well as popular frameworks and libraries – React, Angular, and Vue.js – to ensure high speed and responsiveness.

Backend developers create the server side of the system, which is responsible for data processing, application logic, database interaction, and integration with other services. For backend development, they use reliable and scalable programming languages such as Python, Java, and Node.js, and databases such as PostgreSQL, MySQL, and MongoDB. Development is carried out using flexible methodologies such as Scrum and Agile, with sprints and demonstrations of intermediate results.

• Comprehensive testing

Before release, the customized veterinary clinic management program undergoes comprehensive, multi-layered testing. A team of QA engineers verifies its functionality and compliance with technical specifications, evaluates usability and performance under high loads, and tests security and integration. Testing is performed using manual methods and automated tools such as Selenium, JUnit, and PyTest.

• Release and implementation

After all testing stages are successfully completed, the CRM system is deployed to production servers, the environment is configured, data is migrated from existing systems, and employees are trained to use the new software. It is important to ensure a smooth transition to the new system by providing comprehensive support during the initial phase of operation.

• CRM support and development for veterinary clinics

A project isn't finished after release – a veterinary clinic management system requires regular support: updates, fixes, and adaptations to changing needs. Project maintenance under the SLA includes regular backups, performance monitoring, and bug fixes. The system can also be further developed as the business grows, adding new features, integrations, and modules. This approach allows the CRM to evolve with the veterinary clinic, adapting to new realities.

Why order CRM development for veterinary clinics from AvadaCRM?

Many veterinary clinics strive to adapt standard CRM systems for medical or retail use to their specific needs. But the veterinary business is a unique industry, where patients are kept private and their records are stored for years. Therefore, we develop custom turnkey CRM programs for veterinarians, based on their needs, processes, and scale.

We take everything into account:

• specifics of animal registration;
• legal nuances (veterinary passport, vaccinations, permits);
• Possibility of integration with telemedicine, IoT equipment, and online consultations;
• Flexible access rights so that the administrator does not see the finances, and the doctor does not have to delve into the reports.

Your own CRM system for veterinary clinics will grow with you: add branches, new directions, a pet hotel, a pet store – all without major changes to the system.

We offer a comprehensive approach: from developing customized solutions fully tailored to the specifics of your business to customizing and enhancing existing software products. You can also start with basic modules and gradually expand functionality as your clinic grows. Our approach and extensive experience in creating management systems allow you to choose the optimal path to automating your veterinary business. Our specialists will develop a CRM system that truly works: it reduces routine work, speeds up customer service, helps manage resources, and drives business growth.