PetDesk Products & Features
Name at least 3 PetDesk Products
PetDesk Communications, Direct Booking, Scribe, PetDesk Phones, PetDesk Marketing. Add on services: Loyalty, Forms and Two-Way Texting
This tool lives in Slack, holds SOPs and product updates, and is your go-to knowledge base for answering customer questions accurately.
Guru
A clinic owner calls in and says their phones aren't ringing correctly after going live. Which team should handle this, and how urgently?
Support Team. Urgent matters addressed within 24 hours via #escalations-support
This is the only mammal capable of flying
A bat!
Native Phones adds a Phones module in the PetDesk dashboard (PD Comms) where users can see incoming, active (on air), and missed calls. This integration enables users to access real-time phone call information and client/pet data directly in the PetDesk dashboard, streamlining workflows and enhancing the client experience.
If you need to escalate an urgent issue to the Support team, this is where you go in Slack.
#escalations-support
Before a client's phone number is ported, this training must be completed so the admin knows how to use what was built.
Admin Training
True or false: Cats have more bones than humans.
TRUE! Cats have about 230 bones, humans have 206.
What product lets pet parents book appointments online?
Direct Booking
This team handles onboarding, and has specialized sub-teams for Communications, Direct Booking, Scribe, Phones, and international onboarding.
The Implementation Team
What is the primary focus of PetDesk's company culture when handling objections from potential clients?
Empowering the front desk with information, identifying pain points, and pivoting to a demo ask to help clinics understand the benefits of PetDesk solutions.
A group of kittens has a special name, and it's not a "litter."
A kindle! (a group of kittens is called a kindle)
This process transfers a client's existing phone number to PetDesk's system so they don't have to change their contact info.
Porting. This allows the client to keep their familiar phone number while switching to PetDesk phones, ensuring continuity of communication without changing contact information.
This team owns the customer relationship after the sale, focusing on adoption, retention, and preventing churn.
Customer Success / CSM
This is the team responsible for building the back-end of a client's PetDesk Phones system after the Jotform is submitted.
The Build Team
True or false: A dog's nose imprint is unique just like a human finger print
True
A golden retriever, a labrador, and a poodle walk into a vet clinic. The receptionist says "We're fully booked." What should she have used?
PetDesk Online Booking (aka Direct Booking!)
A client wants to check on their PetDesk subscription to check if they are paying for PetDesk Forms. Where do you go to check on this?
Salesforce: Confirm the client's current PetDesk package in Subscriptions or in the Opportunity tab.
This is what makes a client's PetDesk Phones setup unique to their clinic and is configured during the build phase based on what they submitted in the Jotform.
Their call routing, extensions, and emergency lines (their custom phone system configuration)
This household pet has a memory span of up to 5 months - much longer than the "3-second" myth suggests.
A goldfish!