Customer Overview

AmeriVet Partners is a national veterinary managed services organization operating 213 hospital locations across the United States. Led by a dedicated growth team spanning commercial strategy, marketing, and operations, AmeriVet manages a portfolio where approximately 50% of new client volume still originates through phone inquiries. At that scale, even small improvements in call handling translate directly to revenue.

The Challenge

Before Patient Prism, AmeriVet had marketing tracking in place that measured inputs and attribution, but no visibility into what happened between the ad click and the booked appointment. Leadership knew which campaigns were generating calls. They did not know why those calls were failing to convert.

The gap was compounded by inaccurate data from legacy VoIP systems. IVR routing for medication refills and other automated workflows registered as missed calls, inflating missed call rates and eroding field trust in the data. Hospital managers pushed back on reported metrics because the numbers did not reflect reality. When the data cannot be trusted, it cannot drive decisions.

Manual call review was the only alternative. Katherine Greiner, VP of Client Experience, and her team had to listen to individual recorded calls across a growing national footprint to identify patterns in call handling, pricing objections, scheduling friction, and missed conversion opportunities. At 213 locations, that process does not scale.

“We had to manually listen to every single recorded phone call. With Patient Prism, we could actually have things we were looking for surfaced and highlighted without spending hours listening.”
— Katherine Greiner, VP Client Experience, AmeriVet Partners

Why Patient Prism

AmeriVet conducted a comparative evaluation of call intelligence platforms before selecting Patient Prism. Alternative solutions provided basic call recording and tracking, but did not deliver the AI-driven accuracy or depth of insight required at AmeriVet’s scale. Patient Prism differentiated in five key areas:

• AI-Powered Accuracy: Conversation-level AI analysis of actual call content, eliminating false signals from IVR routing and delivering metrics the field could trust and act on.
• Proof-Based Operational Coaching: Surfaced specific call behaviors, enabling marketing to partner with operations using evidence rather than assumptions.
• Purpose-Built for Healthcare: Deep understanding of veterinary industry nuances, including multi-brand complexity, new client promotion workflows, and service-based call patterns.
• Enterprise-Grade Data Integration: API access and data warehouse compatibility, allowing AmeriVet to embed Patient Prism metrics directly into their Power BI reporting suite.
• Dedicated Partnership: Hands-on account management that scaled alongside the rollout, with clear roles and responsibilities across Patient Prism, AmeriVet’s internal teams, and their marketing agency.

“The fact that Patient Prism utilizes AI to analyze the actual conversation taking place is a more accurate way to understand what’s happening. Patient Prism is by far the best solution we’ve seen.”
— Jackie Laird, Chief Growth Officer, AmeriVet Partners

Implementation

AmeriVet adopted a phased rollout beginning in November 2025. The first wave served as a pilot to establish internal workflows and align roles across Patient Prism, AmeriVet’s Growth and Marketing teams, and their digital agency. Early batches required more time as the organization built its technical infrastructure and standardized processes.

Once the playbook was established, velocity accelerated significantly. The first 30-40% of locations took months to onboard. The remaining 60% took weeks. Today, Patient Prism is deployed nationally across the full 213-location portfolio and has become a core KPI in AmeriVet’s weekly operating rhythm.

“Once we figured out the roles and responsibilities and the process, scaling was never constrained by limited capacity on either side. We onboarded 40 locations in a single wave.”
— Gopi Dontireddy, SVP Commercial & Growth, AmeriVet Partners

What Patient Prism Enabled

Conversion Intelligence

Patient Prism gave AmeriVet its first accurate view of new client conversion performance across its locations. The platform identified which hospitals were converting at high rates and where operational gaps existed. Within the first five months, new client booking rates improved by 300-400 basis points.

More critically, Patient Prism surfaced a previously invisible insight: fewer than 20% of front-desk staff were mentioning AmeriVet’s new client promotion during inbound calls. Among callers who did hear about the promotion, appointment booking rates were nearly double those who did not. This single finding created a clear operational lever with quantifiable upside, and AmeriVet is now actively executing against it with a goal of reaching 50% new client conversion.

Marketing Optimization

Patient Prism’s call-level insights enabled AmeriVet to identify callers who believed they were contacting a competitor. Using this data, the marketing team layered in over 400 negative competitor keywords across Google Call Ads and online booking campaigns, eliminating wasted spend on misrouted traffic. Combined with improved call handling, new patient cost per acquisition through calls decreased by roughly 30%.

Operational Training & Accountability

Before Patient Prism, advocating for changes in phone behavior required anecdotal evidence. Now, the marketing team can isolate specific call segments, surface examples of conversations where promotion mentions or scheduling flexibility resulted in a conversion, and contrast them with calls that did not. Hospital operations directors adopted the platform independently, using dashboards to identify coaching opportunities and steer training. Patient Prism data now informs performance measurement and incentive structures across the organization.

“Patient Prism unlocked access to insights that help us convince our partners and stakeholders in other divisions in ways that would have taken us 10x more effort and time.”
— Katherine Greiner, VP Client Experience, AmeriVet Partners

Results

In its first five months on the platform, AmeriVet transformed how it measures, manages, and improves call-driven revenue across its 213-location national portfolio. Patient Prism replaced unreliable legacy data with AI-powered accuracy that the field trusts, enabling decisions that were previously impossible.

~30%

Reduction in new patient cost per acquisition

3-4%

New client conversion lift in first five months

400+

Wasted ad keywords eliminated from call insights

By surfacing actionable conversion insights and equipping hospital teams with proof-based coaching tools, AmeriVet systematically improved front-desk performance, reduced marketing waste, and built a repeatable operating cadence around call intelligence. The platform is now embedded in AmeriVet’s Power BI reporting suite and weekly leadership reviews, functioning as a core growth KPI rather than a standalone tool.

“The accuracy of the data is unparalleled. That’s what’s helped us feel confident saying: this is what we’re going to measure your performance by.”
— Jackie Laird, Chief Growth Officer, AmeriVet Partners