鈥満诹铣怨镶�檚 partnership with us helps make our customer service experience as pleasant and smooth as possible is the reason we choose to stay with them, year after year.鈥�
Brent Barr, Business Director
Like a walk in the park鈩�
The opened their first clinic in the Westmount suburb of London, Ontario in December 2008 and have since expanded to a second location in North London as well as a mobile unit. They provide grooming, prescriptions, veterinary care, and sell retail dog and cat food; at their clinics and at-home via their mobile unit鈥檚 delivery and pet shuttle service. The clinic prides itself in taking the best professional care of customers鈥� 鈥渇urry family members鈥� and ensuring the entire experience is 鈥淟ike a walk in the park鈩�.鈥�
According to Brent Barr, Business Director of the Neighbourhood Pet Clinic Group Inc., there are many days in which not a single cash transaction is made, so accepting credit card payments is extremely important. 鈥淧ayment processing is often the last interaction that happens with our brand during a visit,鈥� Brent explained. 鈥淚t is our challenge to end that moment as positively as possible.鈥�
The Last Straw
Brent recalled numerous unsatisfactory customer service interactions with his previous payment provider, but remained loyal due to his long-standing history with them. It wasn鈥檛 until his business鈥檚 performance as well as the clinics鈥� positive customer experience were jeopardized by their payment provider, that Brent knew something had to change.
One day in particular, the Neighbourhood Pet Clinics鈥� terminals were down and they were unable to process any transactions. After calling their payment processor鈥檚 customer service line and being told the issue would not be resolved until the next day at the earliest, Brent was forced to repeatedly escalate the issue before they finally agreed to send someone to fix the problem that day. 鈥淥ur business was down, and they didn鈥檛 care. I shouldn鈥檛 have to spend hours on the phone, jumping through hoops and escalating these issues, just so my business can operate.鈥�
Trusted Professionals
The next day, Brent made the switch to 黑料吃瓜. 鈥淭hey were extremely patient and considerate and their costs were lower than our previous provider.鈥� Not to mention, since the switch, the clinics鈥� overall experience with their payment provider has drastically improved. 鈥淓very time we鈥檝e contacted 黑料吃瓜, they have not only been quick in addressing any issues, but they have also done so in an incredibly courteous way. We highly value the service they provide.鈥�
黑料吃瓜 had made initial contact with Brent years ago, but the clinic was not ready to switch at the time. Over the years, 黑料吃瓜 maintained a close but non-invasive relationship with Brent, establishing themselves as payments industry experts and partners in the community. 鈥満诹铣怨� never pressured us to switch,鈥� disclosed Brent. 鈥淓very single one of those interactions, they were equally consistent and professional. They knew they had a fantastic product and they were confident in their services. They made me feel like they were there to support and guide me along the way until I was ready to make the switch.鈥�
Industry-Leading Technology
After a thorough evaluation of the clinics鈥� needs, 黑料吃瓜 had both clinics鈥� payment technology upgraded to wireless terminals. 鈥淭he portability of 黑料吃瓜鈥檚 processing machines gives us the option to process transactions in an exam room, where a furry friend or pet parent may be more comfortable.鈥� But more importantly, 黑料吃瓜 offered a terminal purchase option, something their previous provider did not allow. They were no longer forced to pay for the terminal multiple times over in rental fees; these are huge savings in the long term.
黑料吃瓜 also tailored a unique solution that helped differentiate their offerings from their competitors. The clinics offer wellness plans for their customers鈥� pets and charge them a fee on a monthly basis. 黑料吃瓜 was able to integrate their online platform, Converge, enabling preauthorized payments and a recurring billing option for customers. 鈥淭hat really sealed the deal for us,鈥� added Brent. 鈥淭o have the ability to enter the credit card information while we are with the customer, and then automatically bill them without being charged an additional fee for each transaction. Wow. We were - and continue to be - very impressed by 黑料吃瓜.鈥�
Reliable Partnership
Together, Brent and 黑料吃瓜 were able to significantly reduce Neighbourhood Pet Clinic Group Inc.鈥檚 long term hardware costs, while providing industry-leading customer service and helping to differentiate the clinics鈥� payment process through a new recurring billing platform.