< Back to All Case Studies

Clever Canines delivers quality customer feedback with the help of WaitWell

Nov 10 2021

Overview

Clever Canines believes that understanding canine communication and signals unlocks a dog owner’s potential to have a positive relationship with their dog and that a lifetime of freedom is possible for any dog owner with the right tools and knowledge. They help dog owners in Calgary, Alberta to achieve that freedom through their award-winning Clever Canines DaySchool program. The work that the Clever Canines team does with the dogs while their owners are at work is only half of the magic, though. It’s critical that the Clever Canines DaySchool trainers have the opportunity to provide critical feedback at the end of the day about each dog’s progress and insights the trainers have gleaned throughout the day so that dog owners know how they can best support their dogs’ development at home.

Watch this short video
to learn how WaitWell
is eliminating lines,
streamlining processes,
and improving customer
experiences

Business Challenge

Since most pups get picked up during a short window of time at the end of the day, Clever Canines found it challenging to have enough time with each dog owner to deliver this essential feedback. When COVID hit, they had to ask customers to stand outside while waiting their turn to pick up their dog. Knowing that standing outside waiting isn’t comfortable, staff felt pressured to rush through each pick-up without leaving time for dog owners to absorb key learning points and to ask questions.

“Using WaitWell has really helped Clever Canines to optimize the end of day pick up. It’s a really important time of day for the dogs and their owners, and we need to make the most of that interaction we get with owners. WaitWell helps us to keep our focus on providing quality feedback so that dog owners can build upon the work we are doing at DaySchool.”

Joe Scorgie, Clever Canines Owner.

WaitWell SMS notification alerts Dog Trainers when owners arrive for pick up

While Clever Canines initially chose WaitWell to manage the end of day pup pick-up rush hour, WaitWell was also able to help with another challenge. During the day, the dog trainers are focused on working with the dogs to develop skills and they are not always able to actively monitor the door. Clever Canines reached out to WaitWell to see if there was a solution.

“At WaitWell, everything we do is driven by real-world business challenges. When Clever Canines shared with us that they needed a way to notify staff that a dog owner is ready to pick up their dog outside of the usual pup pick-up time, we developed an SMS alert feature which functions like a digital doorbell. We understand that every organization has a different way of operating and that’s why we build features that enable a multitude of different workflow configurations.”

Shannon Vander Meulen, Co-Founder and CMO of WaitWell

WaitWell supports Clever Canines in achieving its mission to help dog owners experience freedom

While Clever Canine’s operations are more or less back to normal, they continue to use WaitWell to manage those end-of-day pup pickups. WaitWell helps them to achieve their mission of helping dog owners to experience freedom. For Clever Canines founder Tracie Nielson, the connection between delivering exceptional customer service and achieving the mission to enable freedom is clear. “Simply meeting client expectations is three star service at best. To achieve four or five star service, we need to constantly be asking “what else can I do…?” to enhance the clients’ experience with Clever Canines. If we succeed in delivering a five star experience for our clients, then we succeed in creating an emotional impact through our service, and we succeed in enabling dog owners to experience freedom. For Clever Canines, it’s about always over-delivering on client expectations and WaitWell provides a powerful tool for them to deliver that exceptional customer experience.

Simply meeting client expectations is three star service at best. To achieve four or five star service, we need to constantly be asking “what else can I do…?”

– Tracie Nielson, Clever Canines founder

50%

reduction in in-person lineups

30%

increased efficiency

16K

number of times customers didn’t have to queue up in a physical lineup

< View More Case Studies