CRM for Pet Stores and Veterinary Clinics: Manage Pet Parents, Appointments, Follow-Ups, and Reviews With DunaHub

A CRM for pet stores and veterinary clinics helps organize the relationship with pet parents from the first inquiry to the appointment, completed service, payment, review request, and future visit.

Without a centralized system, customer information can become scattered across:

• phone calls;
• text messages;
• email;
• social media messages;
• paper calendars;
• spreadsheets;
• personal cell phones;
• appointment books;
• separate billing tools.

A pet parent may ask about grooming, send information about the pet, and request available times. The team responds, but the conversation becomes buried under newer messages.

Another person may call a veterinary clinic, receive several appointment options, and say they will check their schedule. Without a follow-up process, the appointment is never confirmed.

A satisfied customer may compliment the staff after the visit, but nobody sends a direct Google review link.

DunaHub connects these administrative and customer-service stages in one workflow:

New inquiry → Qualification → Appointment → Service → Billing → Review → Future follow-up

Pet businesses can use the platform for services such as:

• grooming;
• bathing;
• nail trimming;
• daycare;
• boarding;
• pet transportation;
• recurring service packages;
• consultations;
• administrative appointment scheduling.

Veterinary clinics can use DunaHub for lead capture, reception, communication, appointment organization, billing workflows, and customer follow-up while keeping medical records inside a specialized veterinary system.

Why do pet businesses need a CRM?

Pet stores, grooming businesses, boarding facilities, and veterinary clinics often depend on repeat customers.

The same pet parent may return for:

• regular grooming;
• nail trimming;
• daycare;
• boarding;
• wellness appointments;
• follow-up visits;
• vaccinations;
• consultations;
• recurring service packages;
• product purchases.

Organized customer history helps the team provide a more consistent experience.

A CRM can help answer questions such as:

• Which pet parents contacted us today?
• Who has not received a response?
• Who asked for availability but did not book?
• Which appointments are confirmed?
• Which employee is responsible?
• Which services have been completed?
• Which customers still need an invoice?
• Who may need a future follow-up?
• Which customers received a review request?
• Which marketing channels generate the best inquiries?

Without a system, finding these answers may require checking several inboxes and asking multiple employees.

What is the difference between a pet parent, pet, lead, and job?

A clear internal structure makes the CRM easier to use.

Pet parent or client

This is the person responsible for the pet and the primary business relationship.

Contact information, messages, proposals, invoices, and payments are generally associated with this person.

Pet

This is the animal receiving the service.

One client may have several pets.

Example:

Client: Sarah Miller Pets: Luna and Cooper

Lead

A lead is a person who has shown interest but has not yet confirmed an appointment or purchase.

Example:

Sarah asked about grooming for two dogs but has not selected a date.

Customer

The lead becomes a customer after confirming or purchasing a service.

Job or appointment

A job represents a scheduled service at a specific time.

Example:

Grooming appointment for Luna on Thursday at 2:00 PM.

DunaHub primarily organizes the customer relationship, sales process, and appointment workflow.

Detailed medical information should remain in the veterinary clinic’s dedicated patient-record system.

What is the difference between an appointment calendar and a CRM?

An appointment calendar shows when a service will occur.

A CRM shows the entire customer journey before and after that appointment.

Appointment calendar	CRM
Shows dates and times	Organizes customers and opportunities
Records confirmed visits	Tracks people who have not booked yet
Assigns an employee	Preserves communication history
Helps manage the day	Supports follow-up and retention
Does not explain the lead source	Records where inquiries originated
Does not manage open proposals	Connects sales, service, and billing

A grooming salon may have an organized calendar but still lose people who asked for prices and never selected a time.

A veterinary clinic may manage confirmed appointments well but have no clear process for people who called, requested information, and did not finish booking.

The DunaHub CRM Pipeline manages the relationship before and after the appointment. DunaHub Job Scheduling manages confirmed services.

What problems can DunaHub help solve?

Unanswered inquiries

A pet parent asks about pricing or availability, but the message becomes buried.

Missed calls

Staff may be helping another customer, handling an animal, cleaning a workspace, or working after normal reception hours.

No shared customer history

One employee responds, but the next employee does not know what was discussed.

Appointments stored in different places

Some appointments are in a paper calendar, others in text messages, and others on personal phones.

Missing information

The appointment is scheduled, but the team does not have the pet’s name, requested service, size, or relevant administrative notes.

Proposals without follow-up

A boarding package, daycare plan, or recurring-service proposal is sent but never revisited.

Future visits are forgotten

The team does not have a process to contact customers who may need another service.

Reviews are requested inconsistently

Customers express satisfaction, but the business forgets to ask for public feedback.

Customer relationships stay on personal devices

When an employee leaves, part of the customer history may leave with them.

How should a pet grooming or pet store pipeline be organized?

A simple pipeline may include:

1. New Inquiry;
2. Contacted;
3. Information Needed;
4. Waiting to Book;
5. Booked;
6. Service Completed;
7. Future Follow-Up;
8. Reactivation;
9. Lost.

New Inquiry

The pet parent arrived through:

• phone;
• text;
• website;
• webchat;
• email;
• Google;
• social media;
• referral.

Contacted

The business has sent the first response.

Information Needed

The team is waiting for details such as:

• pet name;
• species;
• breed or size;
• requested service;
• preferred date;
• transportation needs;
• boarding dates;
• first-visit requirements.

Waiting to Book

The customer is interested but has not chosen a date.

Booked

The appointment or service is confirmed.

Service Completed

The scheduled service has been performed.

Future Follow-Up

The customer may need another appointment later.

Reactivation

The client has not returned for a period of time and may receive a relevant message.

Lost

The inquiry did not proceed, the service was not a fit, or the person chose another provider.

The stages can be customized inside the visual DunaHub pipeline.

How should a veterinary clinic pipeline be organized?

A veterinary clinic’s CRM pipeline should focus on reception and administrative progress rather than medical decision-making.

A simple workflow may include:

1. New Inquiry;
2. Reception Contacted;
3. Administrative Information Needed;
4. Appointment Scheduled;
5. Visit Completed;
6. Follow-Up Appointment Needed;
7. Follow-Up Scheduled;
8. Closed;
9. Lost.

New Inquiry

The client contacted the clinic and needs a response from reception.

Reception Contacted

The team has begun checking:

• location;
• appointment type;
• general availability;
• preferred veterinarian;
• contact information.

Administrative Information Needed

The clinic still needs basic information to complete the appointment.

Appointment Scheduled

The date and time are confirmed.

Visit Completed

The appointment occurred.

Clinical notes, diagnoses, prescriptions, test results, and medical history remain in the veterinary practice management system.

Follow-Up Appointment Needed

Reception needs to organize another visit based on instructions from the veterinary team.

Follow-Up Scheduled

The next appointment has been confirmed.

Closed

There is no pending administrative action.

Does DunaHub replace veterinary practice management software?

No.

DunaHub can support:

• customer acquisition;
• reception;
• communication;
• appointment scheduling;
• sales pipelines;
• proposals;
• billing;
• review requests;
• administrative follow-up.

It should not be presented as a specialized system for:

• veterinary medical records;
• diagnoses;
• prescriptions;
• laboratory results;
• treatment plans;
• vaccination records;
• imaging;
• hospitalization records;
• controlled-medication records;
• clinical consent forms;
• patient medical history.

Veterinary practices should keep medical documentation in a purpose-built system that meets applicable professional, privacy, security, and state requirements.

DunaHub organizes the client relationship and administrative workflow. The veterinary practice management system remains the source of truth for patient care.

How should clients with multiple pets be organized?

A single client may have multiple animals receiving different services.

Example:

Client: Jennifer Adams Pet 1: Max — grooming Pet 2: Bella — veterinary appointment

The business can keep the client as the primary contact and use consistent administrative fields, notes, or tags to identify the related pet.

A naming structure might include:

Jennifer Adams — Max

or:

Jennifer Adams — Max and Bella

The team should choose one consistent method so employees can find the correct record without creating unnecessary duplicates.

Practices that require separate, detailed patient records for each animal should continue using their veterinary practice management software for those records.

How can the Unified Inbox improve communication?

Pet parents may use several channels during one customer journey.

For example:

1. The client calls;
2. The call is missed;
3. The business sends a text;
4. The client replies;
5. Reception requests more information;
6. The customer later sends an email;
7. Another employee confirms the appointment.

The DunaHub Unified Inbox brings supported customer conversations into one shared workspace.

Depending on the organization’s setup, the inbox may include:

• SMS;
• email;
• WhatsApp;
• website chat.

This helps reduce situations where:

• two employees respond at the same time;
• everyone assumes another person handled the inquiry;
• the client must repeat basic information;
• messages remain on a personal phone;
• staff provide conflicting answers.

How can missed-call text-back help?

Pet businesses frequently miss calls because employees are:

• assisting customers;
• grooming animals;
• cleaning;
• working in treatment areas;
• checking pets into boarding;
• helping another caller.

With DunaHub Missed-Call Text-Back, the system can send an automatic SMS after an unanswered business call.

Example:

Sorry we missed your call! This is Happy Paws. Reply with your name, your pet’s name, and the service you need, and our team will follow up.

DunaHub can also:

• create or update the CRM lead;
• save the caller’s number;
• record the missed call;
• add it to the customer timeline;
• route the reply into the Unified Inbox.

The message should not promise emergency veterinary advice or an immediate clinical response unless the practice actually provides that service.

Veterinary clinics should include clear emergency instructions through the appropriate phone system, website, and after-hours process.

What message templates can pet businesses use?

First response

Hi {{lead.name}}, thank you for contacting us. Which service are you looking for, and what is your pet’s name?

Request for administrative details

Please send your pet’s name, approximate size, requested service, and preferred day or time.

Booking link

You can review our available services and appointment times here: [booking link]

Follow-up

Hi {{lead.name}}, were you able to review the available times? Our team can help you schedule your pet’s appointment.

Appointment confirmation

Your appointment is scheduled for {{date}} at {{time}}. Please contact our team if you need to make a change.

Grooming reactivation

Hi {{lead.name}}, it has been a little while since {{pet}}’s last grooming visit. Would you like us to send the next available appointments?

Review request

Thank you for choosing our team. We would appreciate your honest feedback about your experience: [review link]

Templates save time, but employees should adjust the message to the customer’s situation.

How does online booking work?

The DunaHub Online Booking page allows customers to:

1. Choose a service;
2. View available times;
3. Select a date and time;
4. Enter their name, phone number, and email;
5. Confirm the appointment.

DunaHub then creates:

• a CRM lead;
• a scheduled job.

The current automatic booking confirmation is sent by email.

Which pet services can be offered through online booking?

Grooming and pet-service examples

Service	Example duration
Small-dog bath	60 minutes
Medium-dog bath	90 minutes
Bath and haircut	120 minutes
Nail trim	20 minutes
Grooming consultation	20 minutes
Daycare orientation	30 minutes
Boarding consultation	30 minutes

The business should set durations based on its real operation.

Consider factors such as:

• pet size;
• coat type;
• service complexity;
• cleaning between appointments;
• employee availability;
• check-in and pickup time.

Veterinary appointment examples

A veterinary clinic may publish administrative appointment types such as:

• new-client appointment;
• wellness consultation;
• follow-up appointment;
• general consultation;
• technician appointment, when appropriate.

The clinic should offer only appointment types that fit its workflow.

Emergency or urgent medical situations should not depend on a standard online booking page. The clinic should prominently display the appropriate instructions for urgent care.

Should every service be directly bookable?

No.

Some services require a conversation or evaluation first.

For grooming businesses, this may apply when there is:

• severe matting;
• a very large animal;
• behavioral concerns;
• a first-time boarding request;
• special handling needs;
• missing documentation.

For veterinary clinics, the reception or clinical team may need to determine the appropriate appointment type before scheduling.

In these cases, offer an option such as:

Initial consultation

or:

Contact our reception team

Online booking should reduce unnecessary back-and-forth without removing important safety and qualification steps.

How do public forms capture pet-service leads?

DunaHub Public Forms can be embedded on a website or shared through a direct link.

When someone submits the form, a lead enters the CRM pipeline.

Pet grooming or boarding form

Useful fields may include:

• client name;
• phone;
• email;
• pet name;
• requested service;
• approximate size;
• preferred period;
• message.

Veterinary clinic inquiry form

Keep the initial form focused on administrative information:

• client name;
• phone;
• email;
• pet name;
• species;
• preferred location;
• appointment type;
• preferred time;
• administrative message.

Do not use a general marketing form as a replacement for a secure veterinary medical intake or patient-record process.

How can website chat help?

A website visitor may have one question before booking.

Examples include:

• Do you groom large dogs?
• Do you accept cats?
• What documents are needed for boarding?
• Are you accepting new veterinary clients?
• Do you have appointments this week?
• Do you provide pickup and drop-off?

The DunaHub Live Chat Widget allows visitors to start a conversation from the website.

The widget can:

• collect a visitor’s name and email;
• send an automatic reply;
• create a CRM lead;
• collect information while staff are offline;
• save the conversation transcript;
• route the message to the Unified Inbox.

An offline message might say:

Our team is currently away from the inbox. Please leave your name, your pet’s name, and the service you need. We will follow up during business hours.

For veterinary clinics, the widget should clearly state that it is not monitored for emergencies.

How are appointments managed in DunaHub?

The DunaHub Jobs module can represent:

• grooming appointments;
• daycare evaluations;
• boarding check-ins;
• transportation;
• administrative consultations;
• scheduled veterinary visits;
• follow-up appointments;
• service-package appointments.

Each job can include:

• customer;
• date;
• time;
• address, when applicable;
• service;
• value;
• assigned team member;
• administrative notes;
• status.

The system provides:

• calendar view;
• table view;
• list view;
• timeline view.

Which job statuses are available?

The documented job workflow includes:

• Scheduled;
• On the way;
• In progress;
• Completed;
• Cancelled.

Scheduled

The appointment has been created.

On the way

This can be useful for pet transportation, mobile grooming, house calls, or pickup and delivery.

Changing the job to On the way can send an SMS using one credit.

In progress

The scheduled service has started.

Completed

The administrative service workflow is finished.

When the Review Engine is enabled, marking the job Completed can trigger a Google review request.

Cancelled

The appointment will not proceed.

Veterinary clinics should update the administrative job without attempting to use these statuses as replacements for medical-record documentation.

How are employees assigned?

Each job can be assigned to a team member.

This may include:

• groomers;
• bathers;
• drivers;
• receptionists;
• boarding staff;
• veterinarians;
• veterinary technicians;
• administrative employees.

Example for grooming:

Client: Amanda Brooks Pet: Charlie Service: Bath and haircut Date: July 7 Time: 10:00 AM Assigned to: Melissa Administrative note: First visit; vaccination documentation requested.

Example for a clinic:

Client: Robert King Pet: Daisy Service: New-client appointment Date: July 8 Time: 2:30 PM Assigned to: Dr. Wilson Administrative note: Registration paperwork pending.

Detailed clinical notes should remain in the veterinary medical record.

How can follow-up prevent lost appointments?

A customer may ask for information but not book immediately.

They may need to:

• check their schedule;
• speak with another family member;
• gather required documentation;
• compare boarding options;
• decide between service packages;
• wait for a specific date.

Without a follow-up process, the inquiry may be forgotten.

DunaHub Stage Automations can send a message after a lead enters a selected pipeline stage.

Grooming example

Stage: Waiting to Book Delay: Two days

Hi {{lead.name}}, would you still like to schedule an appointment for your pet? We can help you review the available times.

Boarding example

Stage: Information Needed Delay: Two days

Hi {{lead.name}}, we are following up about your boarding request. Let us know if you need help completing the next step.

Package proposal example

Stage: Proposal Sent Delay: Three days

Hi {{lead.name}}, were you able to review the service proposal? Our team can answer questions about the package, dates, or pricing.

Starter includes basic stage automation, while Pro supports multi-step sequences.

The team must move the lead when the situation changes so the customer does not receive an outdated message.

How should veterinary follow-up be handled?

Administrative follow-up can include:

• scheduling a future appointment;
• confirming availability;
• requesting administrative documents;
• sending a booking link;
• confirming a nonclinical next step.

Medical follow-up must be based on the veterinarian’s instructions and recorded in the appropriate clinical system.

Avoid placing diagnoses, treatment details, prescriptions, or sensitive medical information inside generic automated messages.

A neutral administrative message could say:

Hi Sarah, our team is contacting you to help schedule the follow-up appointment recommended during your visit. Please let us know which days work best.

How can proposals be used?

DunaHub Visual Proposals can be useful for higher-value or multi-part services.

Pet-business examples

• monthly grooming packages;
• daycare memberships;
• extended boarding;
• transportation packages;
• recurring services;
• corporate or property partnerships;
• multi-pet packages.

Veterinary-clinic use

A clinic may use a proposal for appropriate commercial or administrative service information.

It should not replace:

• a prescription;
• medical consent;
• a medical record;
• clinical recommendations;
• state-required veterinary documents.

A proposal can contain:

• service names;
• quantities;
• pricing;
• commercial conditions;
• validity;
• administrative notes.

On eligible plans, the customer can approve electronically.

An approved proposal can be converted into a scheduled job.

How can invoices be used?

DunaHub Invoices can support billing for:

• grooming;
• daycare;
• boarding;
• transportation;
• packages;
• recurring services;
• commercial services;
• administrative appointments.

The invoice remains connected to the client record.

For eligible U.S. Pro accounts, Stripe Connect can support card and ACH payments through the public invoice page. DunaHub’s platform fee and Stripe processing fees apply.

DunaHub does not automatically replace:

• veterinary practice billing systems;
• tax accounting;
• inventory management;
• point-of-sale software;
• insurance claim processing;
• controlled-medication systems.

How does the Customer Portal help?

The DunaHub Customer Portal provides a private link where the customer can view supported records such as:

• proposals;
• invoices;
• payments;
• service history.

It can be useful for:

• boarding customers;
• recurring grooming packages;
• commercial accounts;
• multiple invoices;
• ongoing service plans.

The customer does not need to install an application or create a traditional account.

The portal link should be treated as private.

Veterinary clinics should not use it as a replacement for a secure patient portal or medical-record system.

How can automated Google review requests help?

Local pet businesses often depend on reputation and word of mouth.

The DunaHub Google Review Engine can send a request 30 minutes after a job is marked Completed.

Available channels may include:

• WhatsApp;
• email;
• SMS, using one credit.

The business also receives a branded review page and QR code.

The QR code can be displayed on:

• receipts;
• appointment cards;
• checkout counters;
• business cards;
• pickup materials;
• printed invoices.

A review message could say:

Hi Sarah, thank you for choosing our team to care for Luna. We would appreciate your honest feedback about your experience: [review link]

Review requests should be sent consistently rather than only to customers believed to be satisfied.

How should veterinary clinics respond to reviews?

Public replies should remain professional and discreet.

Avoid confirming:

• diagnoses;
• treatments;
• prescriptions;
• test results;
• specific medical procedures;
• confidential client information.

A general response may say:

Thank you for trusting our team and for sharing your experience.

Even when the client voluntarily mentions clinical details, the clinic should be careful about what it confirms publicly.

How can pet businesses reactivate past customers?

A grooming salon or pet-service company can review past clients based on:

• last appointment;
• service history;
• normal frequency;
• previous interest;
• prior packages.

A reactivation message could say:

Hi Amanda, it has been a little while since Charlie’s last grooming visit. Would you like us to send the next available appointments?

The message should relate to a real customer relationship.

Avoid sending the same generic campaign to every contact without considering service history and applicable messaging rules.

How can DunaHub support daycare and boarding businesses?

A pipeline may include:

1. New Inquiry;
2. Initial Information;
3. Evaluation or Tour;
4. Documents Needed;
5. Proposal Sent;
6. Reservation Confirmed;
7. Stay Scheduled;
8. Completed;
9. Future Reservation.

Jobs can organize:

• check-in;
• checkout;
• transportation;
• dates;
• assigned staff;
• price;
• administrative instructions.

Health certificates, vaccination requirements, medication instructions, animal-care logs, and clinical information should remain in the appropriate operational or veterinary system.

How can DunaHub support pet transportation?

A transportation job may include:

• client;
• pickup address;
• destination;
• date;
• time;
• assigned driver;
• price;
• access instructions;
• status.

The On the way status can send an SMS such as:

Our driver is on the way to the pickup location.

The company should test the workflow before using it publicly and avoid promising a precise arrival time unless it can reliably provide one.

How should a pet business be set up in DunaHub?

1. Add the organization information

Include:

• business name;
• address;
• phone;
• email;
• logo;
• brand colors.

2. Customize the pipeline

Begin with:

• New Inquiry;
• Contacted;
• Waiting to Book;
• Booked;
• Completed;
• Future Follow-Up;
• Lost.

3. Create services

Define:

• service name;
• duration;
• price, when appropriate.

4. Configure availability

Set:

• working days;
• hours;
• breaks;
• holidays;
• unavailable dates.

5. Connect communication channels

Configure the channels used by the business and test inbound and outbound messages.

6. Create templates

Prepare messages for:

• first response;
• information requests;
• booking;
• follow-up;
• reactivation;
• review requests.

7. Configure Google Reviews

Add the direct review link from the Google Business Profile.

8. Test the complete booking workflow

Confirm that:

• the service appears correctly;
• the available time is accurate;
• the lead is created;
• the job appears in the schedule;
• the email confirmation arrives;
• the employee can be assigned.

How should a veterinary clinic be set up?

1. Separate CRM and medical records

Define exactly which information belongs in DunaHub and which belongs in the veterinary practice management system.

2. Create an administrative pipeline

For example:

• New Inquiry;
• Reception Contacted;
• Appointment Scheduled;
• Visit Completed;
• Follow-Up Needed;
• Closed.

3. Use simple intake forms

Collect only the information needed to begin the administrative process.

4. Use individual logins

Each employee should have their own account.

5. Define lead ownership

Every new inquiry needs a responsible person.

6. Publish appropriate appointment types

Do not place emergency cases or appointments requiring clinical triage into a generic booking flow.

7. Create communication rules

Keep automated messages administrative and avoid unnecessary medical details.

8. Train the team

Employees should understand the difference between a CRM note and a veterinary medical record.

Example: grooming appointment

A pet parent finds the business through Google.

1. The customer opens the website;
2. Completes a grooming form;
3. The lead enters the pipeline;
4. Reception asks for the pet’s approximate size and requested service;
5. The customer receives the booking link;
6. An appointment is selected;
7. The job enters the calendar;
8. A groomer is assigned;
9. The service is completed;
10. The job status is updated;
11. A review request is sent;
12. The customer history remains available for the next visit.

Example: veterinary clinic

A pet parent contacts the clinic by text.

1. Reception creates or reviews the client record;
2. Basic administrative information is collected;
3. An appointment is scheduled;
4. The job appears in the calendar;
5. The veterinarian completes the appointment;
6. Medical documentation remains in the specialized veterinary system;
7. DunaHub keeps the administrative communication and scheduling history;
8. Reception organizes the next appointment when instructed.

Example: customer who did not book

A pet parent asks about boarding.

1. The team explains the general process;
2. Requests dates and basic information;
3. The customer stops responding;
4. The lead remains in Information Needed;
5. A follow-up is sent after two days;
6. The customer replies;
7. An orientation appointment is scheduled;
8. A proposal is sent;
9. The reservation is confirmed.

Without a pipeline, the opportunity could disappear inside the message history.

Example: recurring grooming customer

A dog receives grooming regularly.

1. The service is completed;
2. The history stays connected to the client;
3. The customer moves to Future Follow-Up;
4. The team contacts the client at an appropriate time;
5. The pet parent chooses another appointment;
6. A new job is created.

Repeat business no longer depends entirely on the customer remembering to call.

How much does DunaHub cost?

Current DunaHub plans and pricing use flat-rate company pricing.

Plan	Monthly price	Users
Free	$0	Up to 3
Starter	$9.90	Up to 5
Pro	$49	Unlimited

Free

The Free plan currently includes:

• up to 50 total leads;
• 3 users;
• 10 jobs per month;
• 10 online bookings per month, shared with the job limit;
• 10 proposals per month without e-signature;
• 10 invoices per month;
• 10 active customer portals;
• 1 public form;
• CRM pipeline;
• auto website;
• Google Review Engine.

Starter

Starter currently includes:

• unlimited leads;
• unlimited jobs;
• unlimited bookings;
• unlimited proposals;
• unlimited invoices;
• unlimited customer portals;
• up to 5 users;
• 5 public forms;
• email integration;
• basic stage automations;
• proposal e-signatures.

Pro

Pro includes:

• unlimited users;
• unlimited forms;
• multi-step automations;
• the unlimited operational features included with Starter;
• Stripe Connect for eligible U.S. organizations.

The subscription is priced per company rather than multiplied by each user.

Which plan may fit a pet business?

Free

Free may work for:

• an independent groomer;
• a small pet-service business;
• an early-stage company;
• a practice testing CRM workflows;
• a business with fewer appointments.

Starter

Starter may be appropriate when:

• the company exceeds ten jobs or bookings per month;
• the team has up to five users;
• it needs unlimited daily operations;
• basic follow-up automation is useful;
• email integration is needed.

Pro

Pro may fit when:

• more than five users need access;
• the business has several teams or locations;
• multi-step follow-up is required;
• several public forms are needed;
• eligible online payments are part of the workflow.

What does DunaHub not replace?

DunaHub should not be presented as a replacement for:

• veterinary medical records;
• prescriptions;
• laboratory systems;
• vaccination management;
• medication inventory;
• hospitalization management;
• veterinary imaging;
• controlled-drug records;
• kennel-management software;
• detailed animal-care logs;
• retail inventory;
• point-of-sale systems;
• payroll;
• specialized commission calculations;
• tax accounting.

It can work alongside these systems by organizing customer acquisition, communication, appointments, proposals, billing, and follow-up.

Common mistakes to avoid

Confusing CRM notes with medical records

Keep clinical information in the correct veterinary system.

Creating a record without identifying the related pet

Use a consistent administrative naming or field structure.

Creating duplicate client records

Search the customer’s phone number or email before adding another record.

Leaving important communication on personal phones

The business should preserve customer relationships in a shared system.

Using unrealistic appointment durations

Grooming, boarding intake, and clinic appointments need enough time.

Publishing every service for direct booking

Some services require an initial conversation or evaluation.

Failing to update pipeline stages

The CRM must reflect the customer’s real situation.

Automating sensitive veterinary communication

Keep automated messages administrative and review them carefully.

Failing to assign responsibility

Every inquiry needs someone responsible for the next step.

Sending review requests only to selected customers

Avoid review gating and request feedback consistently.

Sharing confidential information in public review replies

Keep responses general and professional.

Sharing login credentials

Each employee should use an individual account.

Implementation checklist

• Add the organization’s information and branding;
• Create a consistent structure for clients and pets;
• Customize pipeline stages;
• Create services;
• Set realistic durations;
• Configure availability;
• Block holidays and unavailable dates;
• Connect communication channels;
• Create public forms;
• Prepare message templates;
• Assign lead ownership;
• Test online booking;
• Confirm lead creation;
• Confirm job creation;
• Assign team members;
• Add the Google review link;
• Test automated review requests;
• Review the auto-generated website;
• Create a follow-up process;
• Create a reactivation process;
• Use individual accounts;
• Separate CRM data from medical records;
• Train employees;
• Review the pipeline daily.

Summary: how does DunaHub help pet stores and veterinary clinics?

DunaHub connects the administrative and customer-relationship stages of a pet business.

Pet stores, grooming businesses, daycare facilities, and boarding companies can use it to:

• capture leads;
• organize pet-parent inquiries;
• respond through shared communication channels;
• offer online booking;
• assign services;
• send proposals;
• create invoices;
• request reviews;
• follow up with past customers.

Veterinary clinics can use it to:

• organize new inquiries;
• support reception;
• schedule appointments;
• centralize administrative communication;
• manage nonclinical proposals and invoices;
• organize future appointments;
• request customer feedback.

The workflow becomes:

Pet parent contacts the business → Team responds → Service is selected → Appointment is booked → Service is completed → Billing is organized → Review is requested → Future visit is followed up

DunaHub does not replace veterinary practice management software.

It organizes the customer relationship so appointments, messages, and opportunities do not remain scattered across phones, spreadsheets, and separate calendars.

Frequently Asked Questions

Is DunaHub suitable for pet stores?

Yes. It can organize clients, inquiries, communication, bookings, jobs, proposals, invoices, reviews, and future follow-up.

Is DunaHub suitable for veterinary clinics?

Yes, for customer relationship and administrative workflows. It does not replace veterinary medical-record software.

Can I create records for pets?

Businesses can use administrative fields, tags, and notes to identify pets connected to a client. Detailed patient records should remain in specialized veterinary software.

Does DunaHub include online booking?

Yes. Customers can choose a service, view available times, and confirm an appointment.

Does a booking create a CRM record?

Yes. Online booking automatically creates a lead and a job.

How is the booking confirmation sent?

The current automatic confirmation is sent by email.

Can several employees manage messages?

Yes. Authorized users can work from the shared inbox.

Can the business create website forms?

Yes. Public forms send new inquiries directly into the CRM pipeline.

Can grooming services be offered through online booking?

Yes, when the service, duration, price, and eligibility are clearly configured.

Can veterinary appointments be offered online?

Clinics can publish appointment types that fit their administrative process. Emergency or triage-dependent cases need a separate process.

Can DunaHub send proposals for service packages?

Yes. Proposals can be used for boarding, daycare, recurring grooming, transportation, and other appropriate commercial services.

Can the business create invoices?

Yes. DunaHub invoices remain linked to the customer record.

Can DunaHub request Google reviews?

Yes. The Review Engine can send a request after a completed job.

Does DunaHub include veterinary medical records?

No. Diagnoses, prescriptions, tests, treatment notes, and medical histories should remain in the clinic’s veterinary system.

Is there a free plan?

Yes. The Free plan includes limits for leads, users, jobs, bookings, proposals, invoices, and portals.

Does DunaHub charge per employee?

No. Pricing is flat per company within the user limit of the selected plan.

Organize pet parents, appointments, and follow-ups in one workflow

Your team should not have to search across separate calendars, spreadsheets, personal phones, and message threads to understand what each customer needs.

Create your free DunaHub account, customize the pipeline for your pet business, and manage every inquiry from the first message to the next appointment. [1]: https://www.dunahub.com/en/docs/pipeline-crm "Best Free CRM Pipeline for Service Businesses: Manage Leads with Kanban" [2]: https://www.avma.org/resources-tools/avma-policies/principles-veterinary-medical-ethics-avma?utm_source=chatgpt.com "Principles of veterinary medical ethics of the AVMA"