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PetRays Veterinary Telemedicine Consultants

  

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Company: PetRays Veterinary Telemedicine Consultants, The Woodlands, TX
Company Description: PetRays is the leader in providing veterinary telemedicine services to veterinarians around the globe.
Nomination Category: Sales Awards Department Categories
Nomination Sub Category: Sales Department of the Year – Healthcare, Pharmaceuticals, and Related Industries

Nomination Title: PetRays Sales Department

    Tell the story about what this nominated department achieved since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

PetRays Veterinary Telemedicine Consultants (PetRays) makes Board Certified
Veterinary Specialists available to virtually every veterinary practice world
wide. PetRays was founded in 2006 with the mission of providing high quality
healthcare to animals and domestic pets in a timely manner and with a great
sense of urgency.   With this mission came the necessity for strong,
experienced, and technologically advanced sales and customer service teams. 

Since telemedicine is a highly technical field, sales and service greatly
overlap.  PetRays utilizes a unique sales/service cross training module to
ensure that clients are provided outstanding service while creating new
opportunities for PetRays.  The sales and customer service departments are
nationally recognized as well as being recipients of numerous awards and
accolades.   In addition to winning awards for customer service department and
sales department, PetRays was the 133rd fastest growing private company in
America in 2009 in the Inc. 500 rankings.  PetRays customer service department
was also the leading vote getter in the 2010 People’s Choice Stevie awards for
Sales and Customer Service.

With outstanding sales and support personnel in place, PetRays became a
recognized leader in the veterinary industry by the end of 2007.  In 2008,
company revenues increased 397% and were also up over 250% in 2009.

PetRays also markedly increased market share in 2009 by expanding the customer
base by over 300%.  PetRays sales and demand generation efforts resulted in
active clients in all 50 states, Canada, Australia, and Europe.  By the end of
2009, PetRays was the recognized global leader in veterinary telemedicine and
maintains an international presence.  Growth in 2010 is projected to exceed
the 2009 performance.

Since PetRays’ clients are veterinary clinics around the world, our sales team
is frequently asked to turnkey a new client set-up in less than 30 minutes as
the clients are actively treating critically ill domestic pets, expensive
livestock, or even a seeing eye dog for the blind.  PetRays sales staff and
customer service staff must be available 24/7/365 in order to assist our
customers in providing the best possible healthcare to the customer’s
veterinary practice.  PetRays guarantees 30 minute turnaround for STAT
consults.   Therefore, the sales and service teams must be readily available,
be efficient, and be knowledgeable of dozens of unique client systems in order
to provide timely healthcare to the clients critically ill animals. 

Because veterinary medicine is a 24/7/365 business, PetRays customer sales and
service is also available 24/7/365.  PetRays provides telemedicine services to
5,000+ veterinarians worldwide.  PetRays sales and service teams are
thoroughly cross trained to ensure that all members are proficient at
providing both sales support as well as service and technical support.  This
training philosophy means that every service call is a potential opportunity
as well.  This approach has markedly increased current customer utilization
and satisfaction while decreasing the number of service calls. 

Significant performance milestones and accomplishments since July 2009 are:

- Revenue growth of over 250 %
- Over 300% increase in customer base
- Greater than 99% customer retention rate
- Over 100% increase current in customer utilization
- Over 99% positive feedback for both sales and support departments
- Over 500% increase in referrals from existing customers
- 70% decrease in service calls despite 250% growth rate by identifying common
service issues and implementing specific sales training upfront
- Winner of multiple sales/customer service/support awards

With no client reaching voicemail, live 24/7/365 sales and live
24/7/365/service has driven the PetRays success story.

    List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

PetRays ranks 133 in 2010 Inc. 500 (press release)
http://www.prweb.com/releases/2010/08/prweb4421124.htm

PetRays wins Support Department of the Year Award in Seventh Annual
International Business Awards (press release)

http://www.prweb.com/releases/2010/07/prweb4257984.htm

PetRays wins People's Choice Stevie Award for Favorite Customer Service (video)
http://www.youtube.com/user/petraystelemedicine#p/u/5/HPtlXNituDI

PetRays wins Support Department Award at 2010 International Business Awards
(video)

http://www.youtube.com/user/petraystelemedicine#p/u/0/t1MmTa_vig8

    Provide a brief (up to 100 words) biography about the leader(s) of the nominated sales organization:

Melissa Fields Tugwell: PetRays co-founder.  Most recently, she was awarded
Best Young Entrepreneur at the 2009 Stevie’s for Women in Business and 2010
Stevie winner for Sales Director of the Year and the 2010 Sales and Customer
Service Awards.

Pomeroy Smith:  10 years experience in telemedicine.  Serves as the company's
COO.

Frank Powell, MD:  PetRays board member and co-founder.

Anne Bahr , DVM:  Chief Radiologist and Chief Medical Officer for PetRays