Fall Creek Veterinary Medical Center is a full-service, AAHA-accredited small-animal practice where the phone serves as the primary “front door” for client care. With a high volume of daily inquiries ranging from appointments to urgent care, the clinic relies on a communication system that reflects the same responsiveness, professionalism, and compassion as its veterinary team.
After several months at the clinic, Fall Creek’s Operations Director recognized that the existing phone system was no longer meeting the needs of the growing veterinary practice.
Incoming calls were routed into a small “call center” group with no effective triage, leading to long hold times and frustrated pet owners. The system also created internal inefficiencies. Ring counts and call recordings varied between extensions, and communication between departments was inconsistent.
Support from the legacy provider was another major challenge. When issues arose, staff often experienced long hold times and difficulty reaching the right department for help. With little reliable support available, improving the existing system proved nearly impossible.
Despite these frustrations, replacing the system carried a significant risk. Having previously experienced a difficult phone installation with a large provider, the team worried that switching systems could disrupt operations and patient access.
Level365 partnered closely with Fall Creek Veterinary Medical Center to design a modern communication experience tailored to the workflows of a busy veterinary clinic.
More than simply installing phones, the Level365 team worked step-by-step with clinic leadership and their IT contractor to ensure a smooth and well-supported transition.
Level365 makes managing our communications easy. When we consolidated to one location, their solution fit our needs and saved us money. Later, when we expanded to multiple locations, their service was able to scale and connect under a single platform without us having to spend additional budget for capital equipment. After six months at Fall Creek, I realized our phone system simply wasn’t meeting the needs of our growing veterinary practice. We needed something more reliable for our clients and better support for our staff and doctors. Level365 guided us through the entire process step by step by phone, video, and even in person. Their patience while helping us refine voicemail scripts and system settings was incredible. Today, when our staff calls support, a live person answers within just a few rings. Our team often says they’ve never experienced support like this before. Level365 didn’t just give us a phone system; they gave us a partner who genuinely cares about helping our practice run smoothly.
Since implementing Level365, Fall Creek Veterinary Medical Center has transformed its phone system from a daily frustration into a reliable operational tool.
Clients now navigate a clear and consistent call experience, reducing confusion and easing the burden on front-desk staff. Internally, staff and doctors benefit from improved communication tools and a system designed for a busy veterinary practice.
Perhaps most importantly, the clinic gained something they did not have before: responsive, human support.
Whenever staff have a question or issue, they can reach the Level365 support team quickly and speak with a live person who takes the time to understand and resolve the problem.
