How Lapsed Client Automations Work

Lapsed Client Automations are messages Otto sends on your behalf to reach out to clients who haven't visited your clinic within a configured time window. This article explains how they work and the benefits of using them.

Why use Lapsed Client Automations?

Veterinary clinics can benefit from using a lapsed client automation to ask them to schedule an appointment for several reasons:

• Client Retention: Lapsed client automation helps in retaining clients who have not visited the clinic for some time. By reaching out to these clients and reminding them to schedule an appointment, clinics have a higher chance of re-engaging them and preventing them from seeking services elsewhere.
• Increased Revenue: Lapsed client automation can lead to increased revenue by bringing back clients who might have forgotten or overlooked the need for veterinary care. By reminding them to schedule an appointment, clinics can tap into a potentially untapped revenue stream.
• Streamlined Communication: Automation tools allow clinics to efficiently communicate with lapsed clients, reducing the administrative burden on staff. Rather than manually contacting each lapsed client, automation can send personalized appointment requests, saving time and effort.
• Client Satisfaction: Demonstrating proactive care and concern for lapsed clients can enhance their perception of the clinic's commitment to their pets' well-being. By utilizing an automation to remind them to schedule an appointment, clinics can reinforce their dedication to excellent customer service and client satisfaction.

How automations target clients

A client becomes eligible for a lapsed automation when:

• Their last visit date crosses a threshold you configure 
• They have a valid phone number or email on file.
• They are not currently opted out of the relevant channel (SMS or email).
• They have not already received a specific automation message in the configured cooldown window.

Multiple lapsed automations 

Each lapsed automation evaluates independently. That means:

• A client who received your "12-month no-visit" reminder can still receive your "18-month no-visit" reminder if you have both automations configured.
• Each automation respects its own cooldown rules, so the same client won't be sent the same step repeatedly.
• If a client schedules an appointment after the first lapsed reminder, that does remove them from subsequent reminders — the goal is to re-engage them, not to bombard them.

The result for most clinics is more re-engagement opportunities per client, without a meaningful increase in opt-outs.

What clinic staff see

Lapsed Client Automation activity flows into the Lapsed Pet Parent Dashboard under Reporting. You can filter by automation name to see which clients received which step, when they engaged, and how much revenue was recouped after re-engagement.

Configuring or tweaking your automations

If you'd like to add a new lapsed automation, change the timing of an existing one, or modify the message content, reach out to our Support Team at support@otto.vet.