An Update About Our Client Communication App (Otto)

Over the past month, we’ve been using Otto, our new communications platform, for appointment reminders, electronic forms, and texting.

Whenever we make changes like this, our goal is to improve your experience and make communicating with our hospital easier. Unfortunately, despite spending a great deal of time customizing the platform and working closely with Otto’s support team, we’ve realized that it just isn’t the right fit for South Hyland Pet Hospital.

After listening to feedback from both our clients and our team, we’ve decided to transition back to PetDesk for the foreseeable future.

Thank you to everyone who took the time to share your experiences with us. Your feedback echoed what our team was seeing every day. While Otto offers many features, it wasn’t supporting the level of communication, efficiency, and personalized care we’re committed to providing.

We know trying something new can be an adjustment, but we also believe it’s important to keep looking for ways to improve. Sometimes a change works out exactly as we’d hoped, and sometimes it doesn’t. We’ll never know unless we’re willing to try, and we’d rather explore new ideas than stay with the status quo simply because it’s familiar.

We also know that switching back means another change for you, and we realize that isn’t ideal. We truly appreciate your patience and understanding as we work through this transition.

Our current goal is to move back to PetDesk around September 1st, although that timeline is still being finalized. As part of the transition, there will likely be another temporary interruption in our text messaging service while PetDesk restores our account. We don’t have an exact date yet, but we’ll keep everyone updated as soon as we know more.

Thank you again for your patience, your feedback, and for continuing to trust us with your pets. We don’t take that trust lightly, and we’re always working to make your experience with South Hyland Pet Hospital the best it can be.