PetRays Veterinary Telemedicine Consultants
Company: PetRays Veterinary Telemedicine Consultants, The Woodlands, Texas
Company Description: PetRays is the leader in providing veterinary telemdicine services to veterinarians around the globe.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries
Nomination Title: PetRays Veterinary Telemedicine Consultants
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.
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% when compared to 2007 revenues.; By the end of
2008, PetRays had become a multi-million dollar company.
PetRays also markedly increased market share in 2008 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
2008, PetRays had become a global leader in veterinary telemedicine and
maintains an international presence.; Growth in 2009 is projected to exceed
the 2008 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 2008 are:
- Revenue growth of nearly 400%
- 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 400% growth rate by identifying common
service issues and implementing specific sales training upfront
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]:
http://www.petrays.com
http://petrays.radrequest.com
http://www.petrays.com/pdf/VPN%20Telemedicine%20Article%202009.pdf
http://www.petrays.com/pdf/VPN%20Telemedicine%20Article%202008.pdf
http://www.petrays.com/pdf/VPN%20Diagnosis%20July08.pdf
http://www.petrays.com/pdf/VPN%20Diagnosis%20June08.pdf
http://www.petrays.com/pdf/VPN%20Diagnosis%20May08.pdf
http://www.petrays.com/pdf/sample_report.pdf
http://www.mediafire.com/file/hommytafunb/PetRays 2007-2008 Revenue LetterromCPA.pdf;
http://www.prweb.com/releases/2009/10/prweb3061154.htm
http://www.marketwire.com/press-release/The-Stevie-Awards-1060314.html
http://www.marketwire.com/press-release/The-Stevie-Awards-1077167.html
;
Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:
Immediately after college, Melissa Fields Tugwell began her professional
career as a marketing intern at a national staffing franchise corporate
office.; Melissa rapidly worked her way up the corporate ladder and purchased
her own staffing franchise in less than two years.; Melissa is the recipient
of many accolades.; Most recently, she was awarded Best Young Entrepreneur at
the 2009 Stevie’s for Women in Business. Additionally, Melissa is the proud
mother of three young girls who keep her very busy with extracurricular
activities as well as various community activities.