Otto Loyalty Program

Who can use Loyalty in Flow?

Clinics that use Cornerstone, AVImark, or Impromed are able to use the Loyalty program and have points automatically added to client accounts overnight after invoices are processed.

Clinics using other practice management programs will need to manually add points to client accounts based on paid invoices.

How do we get started using Loyalty?

If you are interested in using Loyalty for your clinic, speak with your Customer Success Manager about enabling this (or your Implementation Specialist if you are still in onboarding).

Getting Started with the Loyalty Program

After speaking with a Otto representative and having the Loyalty feature enabled, the clinic will need to configure their settings prior to rolling it out for client use.

1. Click on Loyalty Program in the left hand menu

2. Navigate to the left top menu on the Loyalty Program page

3. Start by configuring Settings

A. Exchange Rate specifies the preset rate at which spending will accumulate points. The current exchange rate is 1 point earned per $10 spent. This value is set and cannot be adjusted.

B. Determine how rewards are accumulated within the system by adjusting the Earnings Field.

💡“Total Customer Spend” looks at a customer’s spend over time and distributes points accordingly. For example, if a client spends $15 one day they will earn 1 point for that transaction. However, when they return and spend an additional $15 - they will earn 3 points because the total amount spent is now $30.

💡 “Per Transaction” distributes points based on each individual transaction. Using the same example, the client would only earn 1 point on each $15 transaction.

✋Adjust the minimum transaction amount if there is a minimum amount required before clients can begin earning points per transaction.

C. The Loyalty Program Description allows a brief description about the loyalty program to appear to clients within the pet portal.

D. The Loyalty Program Status determines if the program is accessible for clients.

🛑STOP! DO THIS STEP LAST AFTER CONFIGURING REWARDS/ELIGIBLE ITEMS. If Rewards and Eligible Items have not been set, move to the next set of directions and leave the program either Off or in Test Mode 🛑

💡Turn it On to begin using the program after it has been configured. Points will begin accumulating for clients based on the settings.

💡Turn it Off if you do not wish to have clients accumulate any points.

💡Test mode will make the loyalty program visible to the clinic, but not to clients. This way, changes can be made to the program without interfering with clients and their use of the application

✋Note that while set to “Test Mode,” clients will still be accumulating points on their spending, but they will not be able to see their balances or redeem rewards.

4. Configure the Rewards

A. To get started with adding a new reward, click on Add New

💡Add new rewards to the program as an option for clients to redeem points for. When adding new rewards for clients, the reward will need a name and point value at which clients can redeem it. A description of the reward is recommended to help clients understand what the reward entails.

B. Use the three dots on the far right of each row to edit rewards. This will allow you to change the name, description, and/or price of a reward. It will also allow you to delete a reward entirely.

Use the toggles in each row to disable or enable individual rewards from this page. Clicking a toggle will turn it gray and disable the reward so it’s no longer visible to clients to redeem (without deleting the reward permanently). To re-enable the reward, simply click the toggle again.

5. Configure the list of Eligible Items

Use this table to define which services and/or items should accumulate loyalty points.

A. Check or uncheck any services that you want to give loyalty points for. Use the arrows in the lower-right corner to help navigate through all available billing codes and/or use the drop-down menu to show more than the default ten rows of billing codes.

B. Use this toggle ONLY if all services earn clients Loyalty Points.

🛑It is recommended to review the billing codes prior to using Enable All to not give Loyalty Points for sensitive items, for example: euthanasia related services/items.🛑

6. With these three options—Settings, Rewards, and Eligible Items—configured, the clinic is ready to begin working with Loyalty. Toggle the Loyalty Program on in Settings if not already done so.

To learn information on how to redeem points, click here.