Service Reminders
To get started with viewing data around service reminders, navigate to Reporting on the left hand menu and then click on Service Reminders.
🔍Note: This will only show for clinics who have service reminders on.
Clinics Overall Performance
Service Reminder reporting includes data for the clinics overall performance, and then compares that to other clinics utilizing Otto. Clinics are able to see which service reminder sending options are enabled (SMS, Email, Postcards).
The following metrics are used when determining service reminder data:
- Email Engagement % - percentage of service reminders that the client engaged with by filling out the form via the Email notification
- SMS Engagement % - percentage of service reminders that the client engaged with by filling out the form via the SMS notification
- Other Engagement %- percentage of people who didn’t respond to a service reminder but scheduled an appointment anyway, typtically over the phone within 30 days
- Total Engagement % - The Total Engatment Rate accross all channels. ** It sometimes will not add up to the sum of all 3 channels given the that channel %'s are based on the total population for that channel. **
Breakdown By Service
In this section, clinics can find data showing client's engagement with delivered service reminders by email and SMS. Clicking on the reminder name and choosing View Reminder Detailswill show a detailed view of that specific service (see Detailed View below).
Response Rate Over Time
Easily view the average response time to service reminders over time.
Appointments Scheduled and Estimated Revenue
- Appointments scheduled: The number of service reminders that had an appointment scheduled within 30 days of the service reminder. This includes all service reminders and whether they were responded to or not.
- Estimated Revenue: The number of appointments X an average of $240 per appointment.
Service Reminder Detail View
To view specific client data and determine what services were sent, click on the Service ReminderDetail tab. In this section, data will be shown listing client information, which service reminders were delivered, the method of delivery, and if there was client engagement.
Service Reminder Opt Out View
This section of the report lists clients who have opted out of Service Reminders, or accounts that have no Email/Phone on file, so the system couldn't send the reminder to them.
Scheduled Service Reminder View
To check when upcoming service reminders are queued to be sent out, go to the Scheduled Service Reminder tab. This section shows when services are due for each pet, as well as when the reminders are scheduled to go out to clients.
🔍 Helpful Tip: Data can be filtered by specific timeframes, reminder, and client name/email by updating the Controls section.
Service Reminders Timing Send Data
The Service Reminders Timing Send Data breaks down reminder send timing by submission channel and shows how many of those reminders converted into bookings within 30 days of send. This is useful when tuning send schedules — for example, comparing engagement when reminders go out 4 weeks vs. 6 weeks before a service is due.
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