Challenge
Walk into Hearthstone Animal Clinic any weekday morning and you’ll see a dedicated busy helping animals. Dr. Steve Pelton, who’s owned the Houston clinic for over 18 years, runs a tight ship with just three support staff. That means every minute counts.
"On a typical morning, I might have 25 patients and three surgeries before noon," Dr. Pelton says. Baylee, the clinic’s receptionist, fields calls, checks in patients, and handles prescription requests. But even with a great team, the reality is there are times when no one can get to the phone fast enough.
"If Baylee’s tied up with a client or I’m in surgery, calls can ring and ring, or someone ends up on hold for too long. And sometimes, those missed calls are new clients or urgent requests." Dr. Pelton started searching for tools that could help—something practical, affordable, and modern. That’s how he found Upfirst.
Solution
Dr. Pelton set up Upfirst as a safety net for all those moments when the front desk can’t pick up. "I wasn’t sure what to expect at first. I thought maybe it’d just be a basic robot voice. But once I played with the knowledge base and heard how natural the AI sounded, I saw real potential."
Upfirst now answers calls at Hearthstone Animal Clinic whenever the phone rings more than 18 seconds, or after-hours and on half-days. Dr. Pelton customized the AI receptionist’s knowledge base with details about the clinic’s hours, pricing, prescription refills, and new client forms. He even programmed empathetic responses for sensitive topics like euthanasia so clients always feel heard.
The setup was straightforward. “Once I got the hang of programming what she says, it was easy. If something didn’t sound right, I’d just update the knowledge base and test it again.”
Upfirst’s integrations made it even more valuable. Every call summary gets emailed to Baylee, and Dr. Pelton used Upfirst's Zapier integration to send instant notifications into their Slack channel for quick follow-up. "Baylee loves it. She knows right away if a refill request comes in, or if someone’s frustrated and needs a quick call back."
Results
With Upfirst, Hearthstone Animal Clinic is no longer missing the calls that matter—or making clients wait on hold. The AI receptionist can:
- Send links for prescription refills in under 30 seconds
- Share new client forms and appointment requests by text
- Answer pricing questions for new clients
- Respond compassionately to difficult situations, like end-of-life care
Dr. Pelton says clients have noticed the difference. “We even had a longtime client tell Baylee he thought the new system was ‘pretty cool’ after booking an appointment through it.” And for the few callers who prefer a human, Upfirst’s gentle messaging sets expectations and directs them to the right place.
For Baylee, it means fewer interruptions and less pressure. Routine questions and requests are handled instantly, so she can focus on in-person care. For Dr. Pelton, it’s about reclaiming time and ensuring every client gets a professional experience, even when the clinic is at capacity.
"Anything that takes repetitive admin work off our plate is a win, especially if it helps us help more pets,” he says. "Upfirst is affordable, easy to set up, and actually makes a difference."
Ready to stop missing calls and give your clients a better experience without blowing your budget? Sign up for a free trial.
