What evidence can you share that demonstrates the impact of the engagement?
I don't have numerical data. I'm sure that I could ask them for that, as far as traffic, and clicks, and key metrics. I'm much more pleased with the website rather than focused on numbers. I sent it out to our staff before we launched it, asked them for their feedback because I don't want it to be so one-sided, and everyone had input and suggestions into building the website.
Our website is customizable and it's usable from a medical standpoint, from our technicians, from a customer service standpoint, from a receptionist, from people with no medical background whatsoever to our boarding staff. Everyone got to put something into that, and I think we were able to make it a really good project and get a good finished product from that.
We have had a lot of positive feedback from our clients, as far as how usable it is, and I really liked that. Doctor Multimedia in particular is responsive when I ask them for something. We've been able to do that really easily.
We added a form for a free first exam for new clients to choose to submit their information online versus coming into the hospital to do it right before their appointment. That's been great for us because we can go ahead and get them set up before they get here. It's great for clients because they don't have to wait for us to do that, and I think it just adds another facet to our website, that makes it really user-friendly for our clients.
What did you find most impressive about them?
Doctor Multimedia has been incredibly responsive. It's probably one of their most impressive features. I communicate with someone from the team. I send Doctor Multimedia at least one email, on average, once a day. Some days I actually send him seven emails. He's always responsive, and I never wait more than a day to hear back from him, and it's usually immediate.
They are super friendly. This is comparative, because we had InTouch Practice Communications, and they were difficult to work with. I couldn't reach them, I was always leaving messages. If I wanted something, they were sure to let me know I had a limited amount of time that they were allowed to work on the website before they would charge me for time.
Again, like I mentioned, I'm very particular, I like things to be a certain way, and they're very patient with me, so I really appreciate that. Their responsiveness is impressive to me.
Are there any areas they could improve?
Our doctor wants us to do a lot of email marketing campaigns. For example, I'll run a report for how many dogs who are currently on a particular medication, which requires us to do blood work, but they haven't been in for their blood work. We want to send them an email and say, "Hey, we noticed you haven't been in. This is why it's really important that you do this."
He has a lot of requests like that, and I do find that sometimes the turnaround on getting those things back to me is a little bit slow. The doctor is very demanding, and he wants those things out and to our clients on a regular basis, he wants them to get going. Sometimes getting the actual product in a state that it's ready to be sent is a little bit slow.
I can't really complain about that, because Doctor Multimedia is building us four different websites. They're managing our marketing, they're really responsive, so I understand they have other clients and are busy. However, as a paying client, it would be nice if I could get those things a little bit faster. It's not a deal-breaker by any means, I'm not terribly upset about it, but if I could make a suggestion for improvement it would be that.