Idea Exchange: IM your way to better customer service

All of our workstations have Internet capability, so we use instant messaging to communicate with each other while in the exam or treatment rooms. For example, if during an appointment, the doctor prescribes a medication or recommends a product, he IMs a staff member to have the prescription or the product ready at the front desk for checkout. This system not only saves the client time, it also reduces missed charges.

Tracy Stocker, veterinary assistant

Frederick, Md.