It's a Monday morning. One of your front desk team is out, the lobby is full, and the phone keeps ringing. Somewhere in that chaos, a new pet owner calls to ask about an exam. Your team answers, quotes the price, and gets pulled away before anyone offers a time. The caller says she'll think about it. She never calls back.
Nobody did anything wrong. That's just what a busy day at a practice looks like. But practices lose these calls more often than most owners realize, and every one is a client you almost had.
Today we're launching Vet Call Insights, and it exists for exactly that Monday. It listens to the calls coming into your practice, finds the callers who wanted to book but didn't, and tells your team who to call back.
A callback list in your inbox every morning
Here's how it works. Vet Call Insights reads every call that comes into your practice and flags the ones where someone wanted to book but didn't. The new client who asked about pricing and hung up. The longtime client who wanted to schedule the dental you recommended, then said she'd check with her husband and never circled back.
Every morning, before you open, your front desk gets a short email: who to call back, what they wanted, and a quick note on each call. Your team calls them, clicks one button to mark it done, and moves on with their day.
That's the whole workflow. And it means your team never loses a caller to a busy day again. Even when Tuesday falls apart, the list is waiting Wednesday morning, and that caller can still become an appointment.
A sample daily callback list, sent to the front desk each morning.
You don't have to lift a finger
There's nothing to set up. No hardware, nothing to install, no training for your team, no new system to learn. Your call tracking is bundled in, so there's nothing to stitch together on your end. You sign up, and the callback emails start within a week.
There's a dashboard if you ever want to dig deeper, with the transcript and a summary for every call. But you don't need it to get the value. The practices in our beta ran the whole thing from the morning email: open it, make the calls, press the button.
We built it this way on purpose. We've spent more than ten years working alongside independent practices, and if there's one thing we know, it's how much your team is already carrying. The last thing you need is one more thing to remember. So Vet Call Insights doesn't ask you to remember anything. It shows up in your inbox each morning and gets out of the way.
You finally see what's happening on your phones
Your phone is the busiest front door your practice has, and until now, you couldn't see who was knocking. Most owners and managers only hear about a call when something goes wrong.
You might even have call tracking already. Plenty of practices do. The recordings and transcripts are all sitting in a system somewhere, technically available, and nobody has time to read them. Spot checking doesn't get you there either. Listen to five calls out of a few hundred and you learn what happened on five calls, not what's happening at your practice.
Vet Call Insights reads all of them, so you see the whole picture. You get the numbers on a schedule: how many calls came in, what people were calling about, your booking rate, and where callers drop off. You start catching patterns you could never see from behind the front desk. Hold times that spike every Monday. New clients who hang up after waiting on hold for more than a minute.
One practice manager in our beta had been chasing this by hand, pulling up calls one at a time and listening to twenty or thirty a day, just to understand how her team was handling the phones. That's a full-time job stacked on top of her actual job. Now she gets the answer in a report.
A sample monthly recap, built from a practice's real calls.
Coach your team from real calls, not guesses
Most practices have some form of front desk training, but it's fragmented. New hires learn from whoever has a free minute, managers give feedback when they catch something in passing, and with turnover being what it is in veterinary medicine, they're pushing uphill to keep training current. The phones are usually the last place anyone has time to look.
Vet Call Insights makes that job manageable. It flags the calls worth reviewing. The price question that never got an answer. The new client who got a quote but was never offered an appointment. The great call that's worth playing for the whole team. You pull it up, read the transcript, and decide what to do with it.
It surfaces trends too, not just single calls. Across our beta, the most common missed opportunity was a simple one: no one offered the caller an appointment. One manager spotted that pattern and had a conversation with her team the same week. Don't just quote the price, offer the three o'clock today. That's the kind of coaching you can only do when you can see your phones.
And all of it goes to you, not your staff. Vet Call Insights doesn't score your CSRs and it doesn't send feedback behind your back. It hands you the full picture and lets you decide how you want to run with it.
What it costs, and what comes back
Vet Call Insights is $399 a month, month to month, with your call tracking included.
During the beta, we measured the return. Over one month, beta practices recovered about three times their monthly investment in revenue from callers they would otherwise have lost. We measured conservatively: we matched every recovered dollar to a real invoice at the practice, counted the first visit only, and excluded appointments that were already scheduled before the call.
That figure doesn't include lifetime value. A new client is worth more than $5,000 to a practice over the years that follow, so a recovered new client keeps paying the practice back long after the first visit.
Ready when you are
We can get you started with one conversation. We'll show you what Vet Call Insights would look like at your practice and answer your questions. If it's a fit, you sign up, and your front desk starts getting the morning callback list within a week.
Learn more about Vet Call Insights or reach out directly, and we'll show you exactly what your practice is missing.
Frequently asked questions
I already have CallIQ with Digital Empathy. Is this on top of that?
No, it replaces it. CallIQ records and transcribes your calls. Vet Call Insights reads every one of them and turns them into the morning callback list, the reporting, and the coaching flags. Your call tracking is bundled into the price, so it's one product and one price, not a layer on top.
What if I use a different phone or call tracking system?
Right now, Vet Call Insights runs on CallIQ from Digital Empathy, which is included in the price. We're working on supporting more systems. If you're on something else and want in, reach out and we'll see what's possible for your setup.
How much does Vet Call Insights cost?
$399 a month, month to month, with your call tracking included. If your team recovers a single missed appointment a month, it has already paid for itself.
How long does it take to get started?
There's no onboarding and nothing to install. Once you sign up, the daily callback emails start within a week.
Is this only for finding new clients?
No. It also flags existing clients who called about a service you recommended, the dental or surgery they meant to schedule, and never booked. Those are often the easiest appointments to win back.
How do you measure recovered revenue?
We match every recovered dollar to a real invoice at the practice, count the first visit only, and exclude appointments that were already scheduled before the call. It's a conservative floor, not an estimate.