How PayLo Pro Transformed Operations and brought big savings to Underhill Animal Hospital
Overview
Established in 1957, Underhill Animal Hospital has been a cornerstone of pet care in the Orlando, Florida region for many years, catering to the needs of dogs and cats with a comprehensive range of services. Beyond standard appointments, their bustling office encompasses an emergency and urgent care unit, as a boarding and grooming facility. With a dedicated team comprising six doctors and thirty veterinary technicians and administrative staff, they attend to over sixty patients daily, including many working canines from fifteen local police departments.
The Challenge
Until recently, the practice operated without a formal patient management system, relying on outdated terminals for processing transactions, which averaged $300,000 per month. The business lacked the means to link payments to patient records, while incurring a substantial 2.7% in interchange fees, totaling an average of $8,000 monthly. Moreover, they faced recurrent challenges with obtaining timely support from their merchant service provider, sometimes enduring lengthy delays for tasks as routine as terminal backups.
Inefficiencies and high expenses caused by disconnected payment platform and elevated processing fees.
The Trial
In January 2024, Dr. Daniel Hill, attending the Veterinary Meeting & Expo in Orlando, encountered the PayLo Pro exhibit. Captivated by the promise of fee-free processing and the integration benefits with a Patient Management System, he opted to trial the product.
PayLo Pro payment technology + Cornerstone patient management system.
PayLo Pro promptly dispatched a team to the practice the following week, installing their free Dejavoo QD4 terminals and seamlessly integrating the payment platform with their recently acquired Cornerstone PMS. In addition, the entire staff received comprehensive training mot only on operating technology but also on communicating the concept of dual pricing to clients.
Training
"Training is paramount," emphasizes Derek Lapis, owner of PayLo Pro. "We personally conduct every new installation on-site and complement it with in-person training sessions. Recognizing the busy schedules of practice staff, we occasionally opt for a lunch-and-learn format. Regardless, our priority is ensuring thorough preparation and comprehensive understanding of both the concept and system."
Choice + Transparency + Flexibility
The training emphasizes the importance of effectively communicating dual pricing, underscoring the principles of choice and transparency. By presenting clients with two distinct price options – one inclusive of card fees and one for cash transactions sans fees – and prominently displaying these options at checkout, the practice aimed to empower their clients while streamlining their financial operations. The provision of a fee waiver option catered to clients unwilling to accept added fees, ensuring client satisfaction alongside significant cost savings.
Big Savings
Since transitioning in mid-January, Underhill Animal Hospital has realized approximately $32,000 in savings, with projected savings of roughly $96,000 for the year. Dr. Daniel Hill expressed regret at not making the switch sooner, earmarking the accrued savings for reinvestment into the practice. Over the next 5 years, the practice is on trend to save almost half a million in fees.
GET THE GUIDE
Dual Pricing for Veterinary Practices
- Get a comprehensive breakdown of processing charges.
- Learn the differences between surcharges, cash discounts and dual pricing.
- Discover how other veterinarians are benefiting from dual pricing.
- Understand the process, savings and savings of dual pricing.
CONTACT US
Questions? We have answers!
