Use cases
Start with the problem in front of you. See how Wilco responds and where the patient goes next.
Interest should start a conversation, not disappear into a missed call or an unanswered form.
See the follow-up in actionThe phone rings while the team is with a patient. The caller leaves without a next step.
Pick up the missed enquiry, call back and offer another way to reply. Continue within your clinic’s contact rules until there is an outcome.
You have already paid for the interest. A form, ad or message comes in, but the patient does not respond to the first attempt.
Connect the entry points, alternate the agreed channels and adapt the next action to each reply. A requested callback changes the cadence; a human handoff keeps the context.
A booked slot is only the beginning. Help the patient make the visit, even when plans change.
See the follow-up in actionThe appointment is in the calendar, but the patient has not confirmed or may have a practical question.
Send the right details, ask for confirmation and follow up through agreed channels. Give the patient a clear way to confirm, change or cancel.
The original appointment no longer works. Without a new plan, the visit can be lost.
Help find an available time, replace the old booking and restart reminders for the new date. Availability exceptions go to your team.
The clinic confirms a missed visit. The patient still needs help but has no next appointment.
Find out what happened, follow up across the agreed channels and help rebook. Sensitive cases go to a person. Stop conversion outreach if the patient declines or opts out.
Understand what is holding the patient back and help them reach an informed decision.
See the follow-up in actionA clinician has proposed a treatment plan. “I’ll think about it” becomes a pending record with no next conversation.
Follow up with the plan in context. Understand whether the issue is timing, cost or an unanswered question, then agree the appropriate next step.
The patient is considering the prescribed treatment, but cost is preventing a decision.
Introduce the available financing options where appropriate and connect the patient with the right person. Eligibility, approval and terms belong to the financing provider.
The patient needs a clinical answer before they can decide. More reminders will not resolve the question.
Pause conversion follow-up and hand the question and history to your care team. Resume only when the team says it is appropriate.
Keep the relationship connected to the next review, unfinished care or a patient-led recommendation.
See the follow-up in actionA review is due, but there is no return visit in the calendar.
Reach out at the right time using the clinic’s care schedule and patient preferences. Help book the visit and move it into reminders.
Your practice records show vaccines, deworming or check-ups still outstanding. The owner has not booked, and a reminder alone has not brought them back.
Work from your practice’s outstanding-care list. Call the owner, follow up through agreed channels such as WhatsApp and help arrange the visit. Continue to a clear outcome, respecting contact preferences and opt-outs. Your veterinary team decides what care is due and answers clinical questions.
A course of treatment has paused or a recommended next visit has not been arranged.
Reconnect with the patient about the existing care plan. Route changed circumstances or clinical concerns to your team before coordinating a return.
A happy patient recommends the clinic, but the person they referred does not know how to take the next step.
Give the patient an invitation they can share. When the referred person gets in touch, start their own enquiry and follow-up journey.
Bring the problem to a Wilco deployment strategist. See the product, map the workflow and identify the integrations and human handoffs needed to make it work in your clinics.
