Customer Overview

Innovetive Pet Care is a managed veterinary services organization comprising 80+ practices across 16 states, spanning general practice, specialty, emergency, and hybrid facilities. As a multi-site operator at enterprise scale, Innovetive requires real-time visibility into marketing performance and operational efficiency across a geographically distributed network.

The Challenge

Before Patient Prism, Innovetive was investing in Google paid advertising without the ability to attribute phone-driven patient demand to specific campaigns or keywords. While the organization had introduced online booking with UTM tracking, phone calls remained the primary channel for new patient acquisition in veterinary care. This created a critical gap between spend and measurable outcomes. The attribution process was manual and fragmented, impossible to roll up across 80+ practices. Leadership could not answer fundamental questions: Which ads are driving new patient opportunities? What is our true return on ad spend? Is a decline in new clients a marketing problem or a client experience problem?

“We were really going blindly in our paid ads. We didn’t have the information rolled up where we could make agile business decisions based on our return on ad spend. Everything was very manual.”
– Malia Rivera, Innovetive Pet Care

Why Patient Prism

Innovetive evaluated alternatives including CallRail, which they piloted across several practices. While these tools provided recorded calls, they did not deliver the depth of insight or enterprise-grade partnership required at Innovetive’s scale. Patient Prism differentiated in key areas:

• AI-Driven Analysis: DeepLens technology provided visibility into opportunities won and lost by procedure type.
• Purpose-Built for Healthcare: Deep understanding of veterinary operations and clinical call content.
• Real-Time Dashboard: Intuitive access to actionable data across 80+ locations without manual compilation.
• Enterprise-Ready Exports: P&L evaluation and CFO-ready ROI reporting with exportable data.
• API Integration: Connected with Innovetive’s digital agency for direct Google Ads optimization based on call outcomes.

Implementation

Innovetive and Patient Prism adopted a phased, cadence-based approach. The initial deployment began with 16 practices already working with Innovetive’s digital agency, establishing a repeatable playbook that expanded in batches: two dozen, then three dozen more. Data began flowing within the first week, and transparent pricing based on historical call volume allowed Innovetive to forecast costs and make a calculated scaling decision.

“We created a playbook on that first dozen practices and were able to replicate and scale quickly. We saw data coming in within that same week.”
– Malia Rivera, Innovetive Pet Care

What Patient Prism Enabled

Marketing Attribution

Innovetive gained true ROAS visibility for phone-driven leads. The platform’s API integration with their digital agency enabled optimization of Google spend based on actual call outcomes, identifying which ads were driving real opportunities, which keywords to scale, and where budget was being wasted. Call segment data also informed content strategy and negative keyword targeting.

Call Segmentation

The platform categorized calls by topic (sick visits, wellness, puppy and kitten inquiries), revealing that sick visits outnumbered wellness visits across the majority of practices. This insight would not have surfaced through superficial data and enabled targeted content and keyword strategy.

Operational Intelligence

Call volume patterns by time and day enabled evaluation of staffing, scheduling, and hours of operation, surfacing actionable questions about weekend hours, Friday coverage, and AI virtual assistant deployment. Patient Prism also identified client experience issues: hangups, disconnected numbers, after-hours volume, and staff leading with pricing rather than benefits.

“Patient Prism goes beyond return on ad spend. It goes beyond client experience. It actually allows us to evaluate what’s working and not working to meet operational excellence in the vet space.”
– Malia Rivera, Innovetive Pet Care

Results

Patient Prism gave Innovetive the visibility to recover revenue that had previously been invisible. Each month, the platform enables an average of 2,400 new patients booked from calls that were not answered on the first attempt. These are opportunities that would have been permanently lost without intervention. An additional 2,000 patients per month are booked through re-engagement of answered calls that did not convert into appointments on the initial contact. By leveraging these insights, Innovetive systematically improved call conversion performance, maximized the value of existing marketing spend, and delivered a more consistent, high-quality client experience. The organization now consistently improves monthly conversion by an average of 2-3%, recovering incremental revenue without increasing ad spend.

28,800+

New patients booked annually from recovered missed calls

24,000+

New patients booked annually from relo conversions

2-3%

Consistent monthly conversion improvement

Future Outlook

Innovetive views Patient Prism as a competitive differentiator, positioning them as a leader in the veterinary industry operating with data sophistication that sets them apart from peers. By integrating Patient Prism data with their digital agency and strategic partners, Innovetive has created a connected ecosystem supporting new client acquisition and visit volume growth.

“Adding Patient Prism as a digital partner has been one of the best decisions we’ve made in our tech stack. Patient Prism allows us to see what others don’t.”
– Malia Rivera, Innovetive Pet Care

“We didn’t just get more calls; we get more value from the same ad spend because of our relationship with Patient Prism.”
– Mark Ziller, CEO, Innovetive Petcare