A new CRM foundation for customer connections.

When a veterinary network began modernizing its over 20-year-old pet management system, it was essential to keep communications to millions of pet parents running smoothly.

We connected data, Salesforce Marketing Cloud and business intelligence (BI) reporting across hundreds of touchpoints, ensuring these important messages continued without interruption throughout the transition.

Smiling veterinarian in navy scrubs greeting a corgi and its owner at a veterinary clinic, with an overlaid appointment reminder for the dog's upcoming rabies booster vaccination.

The Growth Opportunity

Modernizing a complex ecosystem without disrupting the day-to-day.

The network connects with pet parents across hundreds of touchpoints—from email and chat to phone, call center and direct mail—helping pets stay on track with preventive care.

The opportunity: Build a connected, scalable customer engagement foundation while preserving trusted relationships with millions of customers.

Illustrated network of veterinary clinics connected by communication channels including email, messaging, phone, and customer support, with underground data pipelines representing the technology infrastructure supporting coordinated pet care experiences.

Our Perspective

Preserve the customer experience even as technology evolves.

Moving legacy data alone wouldn’t position the network for what’s next. We mapped how that data powered customer interactions, identified gaps between the old and new environments early and used those insights to shape a simpler, more personalized data model and a stronger Salesforce Marketing Cloud foundation.

Infographic showing a woman with her beagle alongside a two-stage veterinary data migration process, where incoming hospital records are validated for contact consent, medical history, and client status before a vaccination reminder is cleared for delivery.

Vertical infographic showing how a beagle’s veterinary records are transferred into a new CRM, with contact consent, medical history, and client status validated before a vaccination reminder is cleared for delivery.

1 CAN WE REACH THEM?

Consent carried over in every move

2 IS THE RECORD COMPLETE?

Gaps identified early

3 PROSPECT OR CLIENT?

New and existing pet parents kept apart

What We Delivered

Connecting data, Salesforce and analytics behind every touchpoint.

Our role expanded across the network’s data and marketing ecosystem, starting with an initial audit and expanding to the data models, communication journeys and reporting that support customer engagement today.

Smiling veterinarian in a white lab coat and navy scrubs holding a golden retriever as it licks her cheek in a bright veterinary exam room.

Flow diagram showing how data from over 1,000 hospitals is audited, consolidated into an enterprise data lake, refined into a unified data model, and integrated with Salesforce Marketing Cloud to deliver personalized communications to pet parents, with reporting and analytics supporting the process.

Vertical flow diagram illustrating how hospital data is consolidated, refined, and analyzed to support personalized communications with pet owners through email, messaging, phone, and direct mail, with reporting feeding back into the process.

Abstract data processing illustration showing scattered blue and gray data blocks passing through three glowing blue filtering layers and emerging as organized orange data blocks.

Strong data foundation

Audited legacy systems, mapped critical dependencies and strengthened data operations during the migration.

Salesforce Marketing Cloud

Built a new CRM environment using a simpler data model and continue to manage it day-to-day.

Data analytics dashboard illustration showing multiple connected data sources feeding into visualizations of acquisition, engagement, and retention metrics, with charts, graphs, and configuration controls.

Analytics + reporting

Connected 70+ data sources to support enterprise reporting and uncover opportunities across acquisition, engagement and retention.

A Deeper Look

Making enterprise complexity manageable.

Behind the migration were thousands of legacy data processes, interdependent systems and business-critical connections.

We brought together data engineering, Salesforce Marketing Cloud and analytics expertise to identify what mattered, resolve gaps before they became problems and build a foundation designed to scale.