Company: CardioVet, Spring, TX
Company Description: CardioVet provides cardiology telemedicine services to veterinary clinics around the globe. CardioVet is also an innovator in wireless ECG teleedicne.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: CardioVet Customer Service Department

Tell the story about what this nominated organization/department achieved since January 1 2013 (up to 525 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:

CardioVet is a new startup company that is a wholly owned subsidiary of PetRays. CardioVet sells digital ECG devices to the veterinary market. The wireless digital ECG device allows veterinarians to access consultations from board certified veterinary cardiologists 24/7/365. The compact CardioVet ECG device works utilizing proprietary PC software and also with a user friendly iPad or iPhone app.

CardioVet’s target market during the launch in early 2013 was directed to the tens of thousands of current PetRays customers. With a successful marketing launch, the dedicated CardioVet support and customer service team was tasked with setting up hundreds of customers per month to use the CardioVet ECG device for cardiology consults. In addition to the initial installation and setup, the customer service and support teams were tasked with customer training on use of the PC based proprietary software and the IOS app for both the iPhone and the iPad. With demand for the product exceeding all forecasts, the CardioVet team was under staffed and additional recruitment to the customer service and support team was a top priority. By the second month after launch, the customer service and support departments and teams were in place.

In addition to all PetRays customer service and support duties, the multi award winning teams, with the help of strategic recruits, successfully managed the day to day support and customer service related issues for PetRays as well as the newly defined and implemented CardioVet service and support roles and tasks. The award winning customer service and support teams welcomed the challenge and excelled. The following goals and milestones were met or exceeded while also maintaining the high standard and quality for PetRays related service and support:

- Daily new product installation and training: Milestone exceed by 60%
- Follow-up customer service day after install: Milestone exceeded by 50%
- Follow-up training for PetRays integration: Milestone exceeded by 75%
- IOS app service and support calls: Milestone exceeded by 30%

In addition to exceeding all of the above pro forma milestones, the number of post installation call in customer service or support requests was logged at only 8% of the projections. This low number is a true testament to the high quality of the original training and installation. The training was thorough and complete resulting in only 8% of anticipated service calls for additional training. This valuable time savings alone, allowed CardioVet to exceed the aforementioned milestones and speed the market penetration to 175% of the most aggressive CardioVet projections.

CardioVet 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.

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

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Provide a brief (up to 125 words) biography about the leader(s) of the nominated organization/department:

CardioVet is a wholly owned subsidiary of PetRays. Key team members are:

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

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

Joe Casarez: IT manager, PetRays

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