The 2025 Otto Client Engagement Report shows how modern clinics are engaging pet owners and driving more clinic visits amid shifting market dynamics.
AUSTIN, Texas–(BUSINESS WIRE)–As small animal veterinary visits decline 4.6% year-over-year and 41% of pet owners report struggling to afford care, many clinics are searching for ways to fill the schedule and reconnect with clients. New data from the Otto 2025 Client Engagement Report reveals one clear trend: clients are shifting how they engage – and clinics that connect with them digitally are seeing real results.
Clinics using Otto saw a 64% increase in appointments booked through direct booking this year, growing from an average of 28 appointments per clinic in January to 50 in August. Notably, 23% of those online bookings came from new clients, indicating that digital access isn’t just about convenience, it’s fueling growth.
“Pet owners are making it loud and clear; they want convenience and digital communications,” said Zeynep Young, CEO at Otto. “This report shows that when clinics make things easy, they don’t just improve efficiency, they drive visits and build loyalty.”
The 2025 Otto Client Engagement Report, based on data from across Otto’s Flow platform, highlights how client behavior is evolving, and what sets thriving clinics apart. Among the standout findings:
- Text message service reminders see a 33% response rate, compared to less than 1% for email, making them far more effective driving compliance.
- 64% of digital forms are completed by clients, helping clinics cut check-in time by up to 15 minutes per visit.
- Clinics using Otto’s AI-powered medicalscribe report an average of 30 hours saved per doctor per week, with no change in client satisfaction scores three months post-implementation.
- Clinics re-coup on average $800-$900 per month using Otto’s lapsed client automated campaigns.
With 46% of veterinarians reporting high levels of burnout in 2024 and administrative overload cited as a leading cause, this data highlights clear actions clinics can take to stay ahead.
“Veterinary teams face the dual challenge of high client expectations and staff burnout. Digital engagement is no longer optional — it’s a strategic investment that gives clinics back time, builds client trust, and drives growth,” said Dr. Jennifer Quammen, Chief Veterinary Officer at Otto and AVMA President-elect. “I encourage every practice leader to take a look at this report — the insights are practical, timely, and built for our profession.”
The full Client Engagement Report is available for download here.
About Otto
Otto is a veterinary technology company focused on helping clinics grow and thrive while protecting team balance. Designed by people who know the realities of veterinary practice, Otto delivers automated client communications, digital forms, direct booking, payment tools, and workflow solutions that integrate seamlessly with leading PIMS to over 5000 clinics. Unlike many platforms, Otto is 100% veterinary-focused, comes with all capabilities available out-of-the-box, and supported by a team of vet professionals who have lived the day-to-day realities of the industry. From small animal clinics to specialty and ER hospitals, Otto helps veterinary teams fill their schedule, streamline operations, reduce burnout, and focus on high-quality care. Learn more at www.otto.vet.
Contacts
Press Contact:
Lisa Roberts
Chief Marketing Officer
[email protected]
512-797-4600
