New Product Launch: Introducing The Vets Priority Membership

New Product Launch:  Introducing The Vets Priority Membership

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As a company, we are committed to providing the most convenient and stress-free care experiences possible for pets and the humans who love them.  That’s why we’re excited to share that we’ve recently launched a new offering for our most loyal customers:  The Vets Priority Membership.  This new membership program allows us to deliver gold standard care that pet owners have come to expect from us.  It’s currently available only to our existing customers, and there are plans to expand to new customers as well in the coming months.

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This launch is the result of months of customer research and product testing.  We talked to existing customers and surveyed thousands of potential future ones to understand what they needed most in the times between vet visits.  We then tested a prototype of our membership program with a subset of existing customers to make sure it lived up to its promise. 

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What we heard loud and clear is that pet parents want the peace of mind that they can always access the best care for their pet,  on their terms, for a great value.  This research and testing informed the core features of our new Priority Membership program:

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• Priority bookings (same day or next day appointments), so they can always get the in-home care experience they love when they need it most, no matter what.
• On-demand tele-advice with our Medical Support team, so customers can get advice about common medical conditions and schedule an appointment.
• One flat rate no matter how many pets are in their household, because vet care can get expensive, especially when you have multiple pets.
• Exclusive discounts, perks, and gifts from our partners, so we can make our Priority Members feel extra special and cared for.
• A 30-day trial, so they can try before they buy and be confident in their purchase decision. 

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Below, you will find important information and FAQs on our Priority Membership program and how it will impact your team.  Be sure to mention our new membership plan to customers while we confirm them, and during at-home appointments to direct them to our website to join! 

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FAQs:

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1. How much does it cost to join?

Members can choose between paying monthly or annually.  Both pricing options come with the 30-day trial so that members can try it risk free.  

Monthly:  $49.95/month: 

-Customer is billed monthly

-*30-day trial

Annually:  $39.95/month

-$479.40 billed annually (saves $120.00/year)

-*30-day trial

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2. How do members book a visit?

New members will receive a welcome email with instructions on how to use their membership, including an exclusive Priority Membership phone number (1-877-590-VETS) and access to a Priority Membership Portal where they can book an appointment via the online booking system.

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3. How can members request a specific DVM?

Members can request a preferred vet and should let our team members know when booking the appointment if they have a preference.

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4. What team will be assisting members with the chat and tele-advice feature?

Our Senior Care Representatives (SCR) will be responsible for responding to and engaging with members via the tele-advice chat and Priority Membership phone line.

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5. What are the SCR service hours?

Monday - Saturday 8:00am - 5:00pm EST (extended service hours coming soon) 

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6. How do our City Managers and Medical Teams access member information?

Member information will be found in Ranger/Vetspire. City teams will receive communications on this soon.

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7. How do our Booking Agents and Support Teams access member information?

Our teams should look for the Membership Checkbox in the Customer Account in Salesforce. Updates are coming to Fastcall & Salesforce to better highlight when a Priority Membership customer is calling into us to ensure they receive priority service.

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8. Does the membership fee cover the cost of appointment, vaccination, and other service fees?

No, members are still required to pay for their appointments and necessary vaccinations and services.

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9. Does the membership plan automatically renew?

Yes, the priority plan will automatically renew at the end of each billing cycle and members will receive an email notification.

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10. What happens if members want to cancel the Priority Membership plan?

Members can cancel their plan within 30 days for a full refund. After 30 days, the terms of their chosen plan will apply for the rest of the current billing cycle, and the cancellation will take effect at the end of it. To cancel, they will need to call in to our membership team or send an email to membership@thevets.com.

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Any questions about The Vets Priority Membership plan can be directed to Kara Byron (kara.byron@thevets.com).