Meeting the needs of the modern pet owner

Convenience is key in every aspect of life, including veterinary care. For companion veterinary practices, offering online payment options can enhance both client satisfaction and operational efficiency and benefit both the pet owners and clinic staff.

Why pet owners prefer online payments

1. Preference and convenience

Many pet owners prefer to handle administrative tasks online rather than over the phone or in person. Online payments are less intrusive and time-consuming, fitting seamlessly into the busy lives of pet owners. "They are used to it in other aspects of their life, and pet care has to catch up with the other things that they are already doing online," says Lucinda Elliott, product manager, MWI Practice Technology.

Online payments also allow clients to use various payment methods such as Apple Pay, which may not always be available in person. By offering online payment options, veterinary practices can meet the expectations of modern clients and enhance the overall customer experience.

Another convenience factor is paying for emergency visits, which often occur outside of regular working hours, making it challenging for veterinary practices to manage payments. Online payment options enable practices to request payments in advance, ensuring that financial matters are handled smoothly even during off-hours. 

2. Handling missed payments

It is not uncommon for clients to forget to settle up before leaving or to leave their wallets at home. In such cases, online payment requests can be an effective solution. Payment links sent via email or text message can prompt clients to complete their transactions. “The messages come from the vet practice’s email and recognised phone numbers, so there is a higher chance they'll respond," Elliott notes. One veterinary practice agreed with this assessment. “More customers pay that wouldn’t usually because they don’t answer their phones.”

3. Ease in emotionally tough times

One of the most profound benefits of online payments is the ability to handle sensitive situations with greater ease and compassion. For instance, during euthanasia or other traumatic times, pet owners often find it difficult to manage payments in person. Online payments provide a discreet and less distressing way to settle bills, allowing pet owners to focus on their emotional needs rather than financial transactions.

Why veterinary practices prefer online payments

1. Improving customer satisfaction

Implementing online payment solutions can significantly improve customer satisfaction for veterinary practices. And more satisfied customers may be more likely to become long-term customers. By listening to pet owner feedback and enhancing existing solutions, practices can increase client satisfaction and loyalty. "An increased number of pet owners will pay with online payment links, because offering ease, flexibility, and convenience in making payments improves satisfaction," Elliott explains.

2. Eases burden on staff

Veterinary staff are often overworked, and online payment solutions can help ease some of that burden.  "The process of creating and sending the payment link is very quick and easy and removes the need to make physical contact with the client," Elliott says 

Within the platform, payments are automatically updated in real-time reducing the need for manual record-keeping and simplifying reconciliation processes. “Manual payment processes were causing a lot of pain, taking up time and leading to errors," recalls Elliott.

An equine practice remarked, “We are now getting half of our transactions paid via online payment links,” fostering greater efficiency.

3. Financial benefits

The ability to request payments in advance can help reduce no-shows. Additionally, clients tend to pay more promptly with online links, enhancing the practice’s cash flow. Staff will spend less time chasing missed payments and the practice will accrue fewer costs associated with collecting those debts. Online payments also help manage the balance between insurance co-payments and excess and admin fees that the client still needs to pay. One practice offering online payments comments, “It’s a no brainer for anyone in the business who wants to have ease when collecting payments.”

The valuable time saved can instead be used on revenue-generating and patient-focused tasks. Veterinary staff can care for animals and not spend hours on the phone calling for missed payments.

From handling sensitive situations with care to improving cash flow and saving time, online payments are a practical and efficient solution. By embracing this technology veterinary practices can enhance client satisfaction, streamline operations, and position themselves for future success. As Elliott aptly puts it, "We need to move with the times and offer the ability to use online payment methods to meet the needs of today's clients."