# Concept build: Marlow Veterinary: A voice receptionist for a busy six-vet practice

> A concept build: a fictional brand we designed to show what this looks like. It is not a client engagement and the numbers are modelled, not measured.

A concept showing how a practice that cannot answer the phone during consultations could capture every booking and still route emergencies to a vet in seconds.

## Challenge
The phone rings through the busiest hours, when every member of staff is with an animal. Booking calls go to voicemail and are rarely returned.

## Approach
- **Triage by rule, not guess.** Emergencies ring the on-call vet at once; routine requests are booked; clinical questions are passed to a nurse.
- **Booking into the real diary.** The agent offers real slots from the practice calendar and confirms by text.
- **Messages that are useful.** Each call becomes a short summary with the pet’s name, the owner’s number and the reason, ready to action.
- **Always a person.** Any caller can ask for a member of staff, and the agent never gives medical advice.

## Built
- AI receptionist on the main line
- Emergency routing rules
- Calendar booking and text confirmations
- Call summaries to the front desk
- Reminder sequence for vaccinations

Stack: Voice agent, Calendar API, SMS, CRM.

## Worked example: what a missed call could cost (worked example)
Assumptions:
- Calls missed per week at peak: 22
- Share that are new booking requests: 30%
- Average value of a first visit: £85
- Share the agent could capture: 60%

Arithmetic:
- Missed booking requests per week: 22 × 30% = 6.6
- Per year (52 weeks): 6.6 × 52 ≈ 343
- Revenue at stake per year: 343 × £85 ≈ £29,200
- If 60% were captured: ≈ £17,500

Modelled from the assumptions shown. Change any assumption and the answer changes; our missed-call calculator uses your own numbers.

Page: https://devraxo.com/work/marlow-veterinary/