Delivering stellar patient experience across 85 locations

Thrive Pet Healthcare knows that over 40% of animals are unseen by medical professionals and they strive to reduce the barriers and be the top choice for pet owners. They focus on efficiencies and streamlining processes to reduce costs so they can offer unprecedented value to their clients.

Before Birdeye, Thrive Pet Healthcare used two systems for reviews and surveys- ReviewTrackers and SurveyMonkey. The practice was not satisfied with either solution. ReviewTrackers was far too simple for review management, while SurveyMonkey did not allow the practice to dive into survey data the way the practice wanted to. Thrive Pet Healthcare began looking for a single platform that could help them address their needs and was more robust and customizable.

Thrive Pet Healthcare needed software to track overall experience across all its locations so patients and owners could expect the same stellar quality no matter where they went. Thrive Pet Healthcare realized that Birdeye was the perfect software because it allowed them to get in-depth feedback from reviews and surveys- all in one easy-to-use platform.

Thrive Pet Healthcare uses Birdeye to manage reviews from all over the internet within the dashboard. Thrive Pet Healthcare can see how patients are rating their practices on different sites, including Google and Facebook.

Since Thrive Pet Healthcare has so many different locations, team members keep a close eye on each one to make sure that the same fantastic veterinary patient experience is being delivered all over the country. With Birdeye, Thrive Pet Healthcare can easily sort through every one of its locations.

Birdeye reports allow Thrive Pet Healthcare to visualize review data. Thrive Pet Healthcare uses Birdeye to see how reviews changed over time, by location, and by market. 

With Birdeye, Thrive Pet Healthcare can easily respond to reviews from all sources in one place. Their team can quickly respond within the Birdeye dashboard for reviews that need individual responses and let Birdeye's automation take care of the others. The response then appears on the site where the review was originally posted.

With Birdeye, Thrive Pet Healthcare can send customized surveys where they can measure overall experience. Birdeye Surveys allow Thrive Pet Healthcare to collect data by market, city, and state. 

Thrive Pet Healthcare area managers can then use this feedback to find possible areas for improvement. The Birdeye dashboard allows them to view survey responses and view data from different locations. 

Surveys aren’t the only product that Thrive Pet Healthcare uses to improve patient experience, they also use Birdeye Insights. Birdeye Insights uses Natural Language Processing to comb through online reviews, giving grades on different categories. Area managers can use this data to pinpoint problems in patient experience. 

Thrive Pet Healthcare uses Birdeye Insights to see what keywords customers mention in reviews and whether they are being mentioned positively or negatively. 

Thrive Pet Healthcare uses Birdeye to see how different locations are performing in each one of these different categories. If a location is underperforming, an area manager can take steps to remedy the problem immediately. 

With Birdeye, Thrive Pet Healthcare can now keep a close eye on patient feedback across all of its 80+ locations. Now, Thrive Pet Healthcare doesn’t need to focus on maintaining two different platforms for reviews and surveys- team members can focus on delivering value.