CRM for veterinary clinics: every pet with a history and a reminder for the next visit.
A vet clinic has two clients — the owner and the pet, and often an owner with three pets. CRM keeps both, collects requests from WhatsApp, Instagram, calls and the website into one funnel and reminds owners about boosters, tick treatment and follow-up check-ups on its own.
In most vet clinics record-keeping looks like this: the vet logs appointments in veterinary software or a journal, the administrator chats on WhatsApp from a personal phone, grooming is booked in a separate notebook, and food sales go through the till without being linked to an owner. As a result, nobody knows how many requests came in during the week, how many turned into appointments and who is due for a booster.
A vet clinic CRM is built around the «owner — pets» link. The owner has a phone number, preferred language, request and purchase history; each pet has species, breed, age, weight, vaccinations and next procedure dates. From these dates CRM generates WhatsApp reminders with the pet's name and a booking button.
We configure amoCRM or Bitrix24, and if the processes are non-standard — for example, a chain with grooming salons and a pet hotel — we build a custom system. Either way, CRM syncs with the veterinary software so data is not entered twice.
What we set up in a vet clinic CRM.
An owner card with several pets: species, breed, date of birth, weight, allergies, visit and purchase history.
WhatsApp, Instagram Direct, calls via telephony, website forms and 2GIS — every request becomes a deal with its source.
Boosters, deworming, tick treatment, post-surgery check-ups — WhatsApp templates with the pet's name and date.
A separate funnel for emergencies at night and on weekends: a notification to the on-duty vet and a record of the outcome.
Separate funnels and groomer schedules, pet hotel bookings with dates, prepayment and check-in reminders.
Food purchases are linked to the owner; CRM reminds them when a pack of therapeutic diet should run out.
After a visit — a message asking to rate the appointment with a link to 2GIS or Google; unhappy replies go to the manager.
Requests by channel, conversion to appointment, no-shows, revenue per owner per year, vet and groomer workload.
Funnels and automations.
- New request: channel, species, reason
- Appointment booking and WhatsApp confirmation
- Reminder a day and 2 hours before the visit
- Urgent request: notification to the on-duty vet
- Post-surgery follow-up: call or message after 1–3 days
- Boosters and seasonal treatments on schedule
- Grooming: booking, reminder, repeat in 1–2 months
- Pet hotel: booking, prepayment, check-in
- Food repeat based on consumption
- Review request after the visit
CRM implementation steps for a vet clinic.
- Audit — 2–3 days: we listen to calls, read administrators' chats, see how vaccinations and grooming are tracked. We deliver a funnel map and an estimate.
- Setup — 1–2 weeks: funnels, owner and pet cards, WhatsApp templates in Russian and Kazakh, channel and telephony connections.
- Data migration — exporting owners and vaccinations from veterinary software or Excel, cleaning duplicate phone numbers.
- Training — administrators, vets and the manager, guides and videos, the first week together.
- Follow-up — a month of adjustments based on real work, then support on request.
How to avoid keeping two databases.
Veterinary software handles the medical side: appointments, diagnoses, prescriptions, drug stock. CRM handles everything before and after the appointment: requests, booking, reminders, repeat sales and reviews. The worst case is an administrator manually copying data between systems — within a month the databases diverge.
So vaccination and visit data flow from the software to CRM automatically via API, and new owners from CRM enter the software at their first booking. If the software has no API, we set up a regular export. Next procedure dates are calculated from actual vaccinations rather than typed in by hand — then reminders arrive on time and do not annoy owners who have already come in.
What affects the implementation price.
Basic amoCRM or Bitrix24 setup for one clinic — funnels, pet cards, WhatsApp and reminders — is ₸350,000–600,000, 2–4 weeks. With integration of veterinary software, telephony, the website and Kaspi it is ₸600,000–1,000,000. A custom CRM for a chain with grooming, a pet hotel and a store starts at ₸1,500,000.
The price depends on the number of funnels and roles, channels, integrations, data migration and the amount of training. amoCRM or Bitrix24 licences and the WhatsApp Business API are paid separately at the services' rates. More on CRM and automation.
The short version.
How much does a CRM for a vet clinic cost?
Basic setup is ₸350,000–600,000, with veterinary software and telephony integration ₸600,000–1,000,000, a custom system for a chain from ₸1,500,000. CRM licences and the WhatsApp API are separate.
Can one owner card hold several pets?
Yes, that is the core of the setup: an owner has several pets, each with its own vaccination schedule and history. Reminders are sent separately for each animal with its name.
Won't reminders annoy owners?
Not if they are personal and timely: with the pet's name, a specific procedure and a booking button. We limit frequency and switch off a reminder if the owner is already booked.
Which to choose: amoCRM or Bitrix24?
amoCRM is simpler for a small clinic where chats and the booking funnel matter most. Bitrix24 suits a chain with several branches, staff tasks and stock. We decide during the audit.
How long does implementation take?
Basic setup takes 2–4 weeks, with veterinary software integration 4–6 weeks. The longest part is migrating and cleaning the old owner base.
Same service for other industries
Owners getting lost between WhatsApp and a notebook? Describe how you book — we will propose a scheme and estimate.
Tell us how many vets and branches you have, which software you use and whether there is grooming and a pet store. We will reply with a funnel map and estimate within 1–2 business days.