Frequently Asked Questions

General Services

  • No, we work with veterinary practices of all sizes. Mascotte understands that whether you're a solo practitioner, a startup, or a large group practice, you need quality support. Our solutions are tailored to meet the unique needs of practices at every stage.

  • We support all your preferred communication channels, including Phone, Email, Chat, SMS, Social Media, and In-App messaging.

  • Mascotte combines veterinary-specific expertise with proven operational processes to deliver unmatched accuracy, efficiency, and scalability. We take care of the repetitive tasks, allowing your in-house team to focus on providing the best care to your clients and their pets. Our high satisfaction rates, strong data security, and ability to manage complex, high-volume tasks make us the premier choice for veterinary practices.

  • Mascotte can handle a wide variety of tasks, including client communication, managing your online pharmacy, handling PIMS-related duties, administrative tasks, billing and payment inquiries, lab result and medical record management, supplier management, and more. We cover all the operational tasks so your team can focus on on-the-ground veterinary care.

  • No, Mascotte doesn't replace tools like Digitail, EzyVet, or Ellie. Instead, we operate these platforms for you. Our team ensures seamless, expert-level management of your tools, freeing up your time to focus on veterinary care. Mascotte enhances your current tools without replacing them.

  • Yes! Even if you're using multiple platforms, they often don’t work together or communicate seamlessly. Mascotte integrates these systems by managing data and processes across platforms, eliminating manual coordination and ensuring smooth operations across your practice.

Team Management & Customization

  • Yes, your Mascotte team members will be fully dedicated to your practice on a full-time, permanent basis. They are not shared with other clients, meaning you control their priorities, tasks, and timelines.

  • We assign subject matter experts to oversee your Mascotte team, ensuring high-quality service delivery. These experts are responsible for team performance, coaching, and operational oversight, allowing your practice to focus on client care.

  • We begin by conducting an in-depth consultation to fully understand your practice’s workflows, goals, and challenges. Based on that, we customize our services to align perfectly with your operational needs.

  • Mascotte is here to complement your existing team, not replace them. We work alongside your in-house employees, providing operational support that enhances their efficiency and reduces their workload, ultimately helping improve your practice’s bottom line.

  • Part of our business model is the mandate for full-time, fully embedded team members (in your Slack channels, participating in Zoom meetings, using a company email address) and exclusively working for you. We can accommodate any time zone or working hour requirements. Most of our agents are accustomed to working “graveyard” shifts to align with your practice’s hours.

  • We have a robust onboarding process for Mascotte team members, ensuring they are fully prepared for their role. For new clients, we offer a readiness program that helps prepare for the arrival of your team member. If there are any gaps in the required skills, we provide additional training or upskilling before placement. We also have internal standards for responsiveness, communication, and productivity, all of which are tracked daily. Our goal is to ensure that your Mascotte team member is available, responsive, and making measurable progress toward the key deliverables and KPIs that matter to your practice.

Training & Quality Assurance

  • We train our support agents to mirror your practice’s internal processes for seamless integration. Any materials you can provide will help us align with your standards. Our training team will also review your processes and suggest improvements if needed. If necessary, we can help create additional training materials to ensure smooth onboarding.

  • You will train our project managers and quality assurance leads, who will then train the team members assigned to your practice. We also provide additional internal training resources to ensure consistency and efficiency.

  • Our dedicated QA team conducts regular reviews of team performance, including weekly ticket audits and ongoing coaching. We collaborate with your practice to develop a custom Service Level Agreement (SLA) with specific metrics, and our account managers monitor progress to ensure your complete satisfaction.

  • During onboarding, we build a custom playbook for your practice that outlines your tone, communication style, and operational standards. This ensures that our team operates in full alignment with your client care protocols. You’ll receive regular updates and can review all communications to ensure they meet your expectations.

Communication & Reporting

  • We believe transparency and over-communication are essential to building trust. Your dedicated Mascotte agent will provide regularly updated, detailed lists of the tasks they are working on. They will communicate frequently via Slack, email, or your preferred method (we’re open to suggestions, but carrier pigeons might be a bit slow!). Our goal is to build a level of trust where you don’t need to worry if the job is being done—you’ll always know it is happening in the background. With Mascotte, you won’t have to stress about operational tasks; we’re your partners in keeping everything running smoothly.

  • We schedule weekly review meetings with your practice to discuss performance, share real-time data insights, and address any adjustments that need to be made. These syncs allow us to ensure we are always aligned with your goals.

  • We use Slack, email, or any communication tool you prefer to provide regular updates. You’ll have a clear overview of the ongoing tasks and KPIs being met, and our team will ensure that there’s constant communication so you feel connected and confident about the work being done.

  • No problem! If your practice doesn’t have a setup for collaborating with remote staff, Mascotte provides a simple dashboard to manage all your tasks, chats with your dedicated team, and review all calls we’ve handled for you in one place. We’ll give you a login so you can easily track and communicate with your remote team.

  • Yes! Mascotte offers unlimited direct communication with your dedicated team via the channel of your choice, whether it’s Slack, email, Zoom, or another platform. You’ll always have an open line to your remote team to ensure seamless collaboration and real-time updates.

Scalability & Flexibility

  • Yes, Mascotte is built to scale according to your needs. Whether you’re managing a small volume of tasks or a high-volume, multi-location practice, we can scale our support teams accordingly without compromising quality or turnaround times.

  • No, aside from the hourly rate for additional team members, there are no extra fees for scaling up your Mascotte team. You only pay for the additional hours worked.

  • We understand that veterinary practices can experience shifts in priorities or operations. Mascotte remains flexible and can adapt to changes in your project scope or needs, ensuring continued support no matter the circumstance.

  • No. There are no hidden costs. Setup is completely free, and there are no unexpected fees. You only pay the agreed-upon rates based on the services and team size you need.

  • No additional fees, apart from the hourly rate of the extra agents, will apply when scaling up.

Performance Metrics

  • Mascotte’s accuracy rate is typically 95% or higher. We employ a rigorous QA process that includes manual review, peer review, and data validation to maintain this high standard.

  • Turnaround time depends on the complexity of the workflow and the specific needs of your practice. We work closely with your team to establish a clear process and timeline to ensure we meet your expectations for timely support.