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by MoeGo on Apr 2, 2025 12:00:00 PM
On March 26, 2025, we partnered with the IBPSA and Jose Rodriguez, owner of Seattle Canine Club (and a MoeGo user!), to host a webinar on leveraging automation and personalization to enhance customer experience and drive growth.
“You can never put technology into everything, but technology will help you make sure that you do bring your value to your customers consistently.”
Jose shared his journey of scaling from a single location to a multi-site operation while maintaining the personal touch that keeps clients loyal. We break down the key insights and actionable strategies from the session, including real-world examples of how Jose transformed his business.
Case Study: Pet Care Automation in Action
Efficiency Meets Personalization: The Core of Modern Pet Care
“When it comes to thinking about personalization and automation, if you think you don't have time for that, that's exactly when you should take a pause and think about the value you bring to your customers.”
For Jose, tools like a pet care CRM or automation software aren’t about replacing human interaction—they’re about freeing up time to focus on what matters most: building relationships.
- Automation Defined: Streamlining manual tasks (e.g., appointment reminders, payment processing) to save time.
- Personalization Defined: Using customer data (like pet names, service history, or preferences) to tailor interactions.
Tech-Driven Growth: From Leads to Loyal Advocates
“ Every customer that is out there starts with not knowing you. So, how do I bring them into knowing me? I have united all my locations under MoeGo and my journey starts here.”
Jose’s growth framework includes four stages: lead generation, activation, and advocacy. Here’s how automation powers each step:
Lead Conversion
Automated email and SMS campaigns from MoeGo's Automated Workflow nurture inquiries into booked appointments. Jose breaks it into three steps:
- Social Proof First: Every new lead would receive a past review with an image of a dog from an existing customer or even an event.
- Educate to Build Value: Follow up with a piece of content that would bring value to the pet parent and teach them the best practices of pet ownership.
- Incentivize Action: End with a limited-time offer to get the customer onboarded.
Client Activation
“The first visit sets the tone. Automation ensures we never miss a chance to make clients feel special,” says Jose. His activation playbook includes:
- Personalized Onboarding Sequences: Automated agreements from Online Booking and a welcome conversation to get to know everything about the pet parent and dog.
- Report Card: As part of the workflow, every new customer would receive a report card as a fun, visual recap of their dog’s experience at the Seattle Canine Club.
- Checkout Conversations: Staff are trained to have a personal conversation with all new customers before they check out to understand their experience.
Turn Successful Clients into Advocates
Jose’s secret to generating authentic reviews? Strategic timing + seamless automation.
With the automated Review Booster feature, clients will receive a personalized SMS 60–90 minutes post-appointment:
- Positive response? They’re invited to leave a Google/Yelp review with a direct link.
- Negative feedback? The team jumps in immediately to resolve issues.
Want to dive deeper?
👉 Watch the full webinar here
👉 Not yet a member of IBPSA?
Exclusive IBPSA offer: Use promo code 25MoeGoNew for 20% off your first-year membership of IBPSA.
👉 Connect with our team to explore MoeGo’s automation tools
Just started a new business?
Kickstart your business with MoeGo Care with 50% off.
How Seattle Canine Club Scaled with Pet Care Automation & Personalization (MoeGo x IBPSA)
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