A bespoke business management system for Final Rest

Background

Final Rest is a specialist mobile veterinary service that provides at-home pet euthanasia within Hampshire and West Sussex. Their mission is to help people say goodbye to their pet with dignity and compassion in a familiar environment.

The challenge

As a growing practice, Final Rest needed to streamline and optimise their daily operations. They had an existing workflow based on a number of systems that worked well in the early stages but was starting to slow them down.

Many off-the-shelf practice management systems exist for the sector but they’re all extremely generic, attempting to cater for all veterinarians no matter how they operate or the services they provide. This lack of focus in the tools had been a frustration for team members when working at other practices, requiring a multitude of workarounds and non-scalable “hacks” to be implemented.

The solution

We worked with Final Rest to produce a bespoke Business Management System that would streamline and automate their operational processes and workflows. This covered the full customer journey from initial enquiry, through booking a custom package, delivery of service and finally invoicing.

By working with Final Rest to understand and analyse their business processes we were able to create a workflow and interface that perfectly matched their requirements and could handle their specific business logic and model.

A web interface was created for Care Coordinators to take initial bookings and manage bookings and any customer enquiries. Mobile vets have access to customer records and job details via an optimised mobile interface that’s easy to access while on the road.

Integrations

The system tightly integrates with a number of the organisation’s key systems.

Calendar integration

When Care Coordinators make a booking in the system, the event is automatically created in the relevant veterinarians calendar so they can access this across all their devices. This was achieved with a custom CalDAV integration.

Xero invoicing integration

We also implemented a comprehensive Xero integration to ensure invoices are raised and billing details don’t have to be double entered. The integration with Xero reduced the risk of human-errors occurring but still enabled custom changes to be made within the Xero UI prior to sending. This offered the best of both worlds, an optimised process for the 99% use case but the flexibility to make pricing adjustments on the rare occasion they are needed.

Supercharging operations with a bespoke practice management system