The Practice of Wellness
The Foundation of a Successful Care Plan Program
Your VCP team is with you at every step creating a care plan offering that is right for your practice and pet parents. At VCP, we partner with you to quickly and easily create, launch and manage a program specific to your practice and clientele. The Practice of Wellness is the foundation, creation and tactical elements to design and manage your care program and the first step to successfully implementing the Business of Wellness.
Practice of Wellness Benefits:
- Doctor’s specific preventive care protocols designed into wellness plans
- Optional services to allow plans to be tailored to a pet
- Options enable additional critical care with affordable monthly payments
- Increased compliance for services in and out of plan
- Ease of implementation and management
Practice of Wellness Features:
- Comprehensive software: your plans and your options
- Renewals automation
- Recurring billing vs. recurring payments
- Comprehensive payment and missed payment management
- Automated customer communication
- Ability to go beyond preventive care plans
The Industry’s Most Comprehensive Care Plan Software:
Your Plan, Your Care Protocols and Your Brand
The cornerstone of any wellness solution is its ability to scale with your practice, while addressing the unique needs of pet parents. A complete care plan solution should, at a minimum, empower your practice to offer and manage customized preventive care plans and overall care plan programs.
Your solution should give you the ability to add optional services at enrollment, or at any point during the plan year, and manage multiple plan types (chronic illness, preventive care, boarding, etc.) for the same pet. Optional services have been proven to not only increase compliance with overall care of the pet, but also grow care plan revenue by 15-20%. For example, common options for an adult canine plan would be microchips, spay/neuter, heartworm/flea/tick, dental, and more.
Easy plan choice and enrollment allow the team to quickly and methodically enroll new pets, provide relevant optional services, and obtain the plan agreement. Automated communications send a branded welcome message to the pet parent, providing them information about their practice-branded portal.
Smart renewal logic automates plan renewal, with all exceptions managed, and allows for age-based renewals. Although renewals may sound easy, the renewal process is fraught with complexity. The reality is most solutions are ill-equipped to handle renewal issues that practices routinely face, ranging from adding preventive services mid-year to making sure a puppy renews as an adult dog, and not renewing plans with payment issues.
Training and Support
A wellness coach is with you at every step, providing insight and training on best practices, how to best communicate your care plan offering to pet parents and on use of the software. Your coach continues to work with you after launch to help ensure your ongoing success.
Comprehensive Payment and Missed Payment
Managing a well-run care plan program requires much more than recurring payments, which simply attempt a debit. Payment management involves statement generation, pet parent notification, payment attempt, re-attempts, accounts receivable tracking and various other aspects of a true, recurring billing solution. At scale, this becomes one of the key areas of work for most practices with just recurring payments. It’s inefficient to expect your staff to handle the time-consuming work of calling pet parents about missed payments. With over 10 million care plan payments under our belt in over 50% of US zip codes, VCP’s data shows that your initial missed payment rate could be between 6-8%. So, if you have 300 plans, you can expect 18-24 missed payments per month. (more information on recurring billing)
With a comprehensive payment management solution — one that includes a payment management process — you can proactively eliminate missed payments. The right solution should automatically remind pet parents of upcoming payments, alert them to expired credit cards, and reattempt payments to fix issues that are temporary (balance limits, authorization holds, fraud alerts, etc.). Better yet: a solution that makes payment management calls on your behalf. For example, VCP’s care plan program solution deploys professionals to call your pet parents beginning 8 days after a missed payment.
Automated Customer Communication
A solution providing automated communications is not merely a tool to empower pet parents to take an active role in the wellness of their pets. Automated communications also help to set your practice apart from the competition by encouraging a personal bond with your client. This bond begins with the first automated welcome message and continues as the pet parent builds a relationship with you and your staff through a practice-branded pet parent portal.
Management Tools, Metrics and Oversight
Reports and program dashboards provide insight into program success and quickly identify areas that might need attention. An action queue and command center flag if a potential plan issue arises, allowing you to simply click, review potential issues and take action. Tracking production pay and cancellation logic further make aspects of care plan programs much easier.