Katico

BACKGROUND

Please describe your company and position.

I am a Director of United Veterinary Care

Describe what your company does in a single sentence.

United Veterinary Care is a merger and acquisition network of veterinary hospitals that focuses on providing high-quality, comprehensive care for pets while streamlining operations and integrating practices to enhance overall veterinary services.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Katico to accomplish?

• Streamline and improve our helpdesk support system
• Create cohesive workflow processes
• Improve client experience

SOLUTION

How did you find Katico?

Company worked with

Why did you select Katico over others?

• High ratings
• Great culture fit
• Company values aligned

How many teammates from Katico were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• Consultation with Department Leads: Katico engaged with leaders from all departments to understand their unique requirements and challenges. This collaboration was essential for aligning helpdesk functionalities with broader organizational goals.
• Development of Standard Procedures and Workflows: Based on these consultations, Katico designed and implemented standardized procedures and workflows. This included creating a cohesive environment that integrated various departmental needs into a unified helpdesk system.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

 The measurable outcomes from the project included:

• 70% reduction in operating costs for complex requests, thanks to the transition to a Helpdesk tool and workflow upgrades.
• 71% fewer interactions required for request processing, leading to faster turnaround times and greater resource efficiency.
• 59% reduction in request lead time, which improved internal operations and increased overall customer satisfaction by allowing requests to be completed more quickly.

These improvements demonstrate significant progress in efficiency and cost-effectiveness.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

tet

What was your primary form of communication with Katico?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The outcomes were impressive.

Are there any areas for improvement or something Katico could have done differently?

Given the impressive outcomes there were no areas identified for improvement in Katico's solution. They achieved our project goals effectively: streamlining processes and enhancing overall efficiency.

BACKGROUND

Please describe your company and position.

I am the Director of Platforms and Programs of Rarebreed Veterinary Partners

Describe what your company does in a single sentence.

Rarebreed Veterinary Partners is a network of veterinary practices. Our vision is to reimagine the veterinary experience and our mission is to deliver exceptional patient care, outstanding client service, and a kick-ass employee experience.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Katico to accomplish?

• The goal of this project was to systematize our escalation and knowledge retention by adopting a platform to streamline our Helpdesk and knowledge base needs.

SOLUTION

How did you find Katico?

Other

Why did you select Katico over others?

Referred to me

How many teammates from Katico were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The goal of this project was to systematize our escalation and knowledge retention by adopting a platform to streamline our Helpdesk and knowledge base needs. The project hit the 3 core success criteria of any project. It was on time, on budget, and in scope. Deliverables included evaluation and recommendation of Help Desk solutions, support of standing up final Help Desk tool, Knowledge Base library building, Service Center development, and daily support in maintenance and analytics.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The project hit the 3 core success criteria of any project. It was on time, on budget, and in scope.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The engagement and support from Katico, and the knowledge they bring to the project are unmatched. The project team was punctual, driven, passionate, and always pleasant. The communication was frequent and to the point. The response times and resolutions were quick as well. The team was very responsive to our needs and provided guidance throughout the entire project.

What was your primary form of communication with Katico?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The team has gone above and beyond to provide us with support and training after the rollout and continues to do so.

Are there any areas for improvement or something Katico could have done differently?

The behavioral change for our staff is a challenge. Lessons learned would be incorporate some suggestions or solutions prior to rollout and end user testing for better adaptation.