Pawsitive Results: Pet Relocator Doubles Client Base with CoordinateHQ
The Challenge
As consumers' expectations of service rise, Pet Relocator was spending increased time following up with pet owners and vets to complete tasks.
Their CRM system was unable to promote client interaction and responsibility as it was only an internal system, not client facing.The onus then fell on the Pet Relocator team to shepherd clients through the process, a time-consuming task that negatively impacted the economics of the service.
The team realized it needed a modern portal to support its growing business by streamlining communications with pet owners, destination agents, and vets, along with improving accountability. It started looking at client collaboration tools and, after evaluating over 10 solutions, identified CoordinateHQ as the preferred vendor.
Systems Disqualified or Replaced
The Solution
In Q2 2025, Pet Locator was able to take on 25% more clients without increasing staff.
The Pet Relocator team worked with the CoordinateHQ helpdesk to integrate the latter’s software and tapped into the video library to aid the process. After the initial template setup, the team found the tool easy to use. The transparent communication and visibility into task ownership has been crucial in helping the business grow exponentially.
IMPACT
- Helping the Business Scale: With CoordinateHQ in place Pet Relocator was able to manage double the number of clients.
- Clear Accountability and Streamlined Communications: The transparent portal provides ownership of each task, and the automated prompts keep everyone and everything on track without requiring time consuming manual reminders.
- Efficiency gains: Automating the task management and reminders has saved the team five hours every week, freeing them to focus on growing the business rather than micromanaging each project. This has fostered a better work life balance for Pet Relocator’s employees—an important company value.
- Enhanced Client Experience: Pet owners can easily see the status of their animals’ travel plans at any time on the summary page, helping reduce the stress involved. Feedback from owners has been positive with some saying they love the portal as it keeps them on track and helps them to worry less that something has been forgotten.
“CoordinateHQ has enabled us to streamline operations, empower clients, and achieve significant growth. The functionality and automation with the software continues to expand ensuring a great experience for all. We are so impressed we’ve recommended the tool to our partners across the globe.” — Cassandra Luppens, Founder and CEO, Pet Relocator
Pet Locator Provides Best In Class Pet Transportation Services
Pet Relocator is a full service pet transportation company that works directly with clients to coordinate all the requirements for their pets to travel both domestically and internationally. With 66% of US households now having a pet, there are an estimated 4 million animals traveling on commercial planes each year.
CoordinateHQ helps you make your high-value customers successful.
CoordinateHQ ensures alignment and accountability throughout the customer life cycle.
Other benefits realized:
- Shorter time-to-value as your customers onboard faster
- Less risk from team handoffs and turnover of both your team or theirs
- Never lose track of renewals or expansion opportunities
- Make better decisions with accurate visibility into each customer’s health and status
If you're interested in learning more, you can setup a demo with our team here.
