How UVEMA improved Service Continuity with automations
| Annual service level | Missed call recovery rate |
|---|---|
| 99% | 97% |
Content
A Veterinary Telemedicine Case Study
About UVEMA
UVEMA is the leading veterinary telemedicine platform in Spain, operating 24/7, 365 days a year.
The company works with a B2B2C model, partnering with:
- Veterinary clinics outsourcing out-of-hours consultations
- Pet insurance companies
- Corporations offering veterinary telemedicine as an employee benefit.
Their mission is clear:
Guarantee high-quality care continuity, regardless of time, channel, or demand volume.
In veterinary healthcare, responsiveness isn’t optional. It’s part of the service promise.
The Challenge: Scaling Telemedicine Without Losing Care Continuity
As UVEMA grew, consultation volume increased significantly.
Managing thousands of calls per month created three key challenges:
- Handling peak call traffic without increasing abandonment
- Maintaining clinical quality while scaling
- Delivering a seamless omnichannel healthcare experience
In telemedicine, voice overload is inevitable, but silence is not acceptable.
When a worried pet owner calls and receives no answer, frustration grows, trust drops and the experience breaks.
UVEMA needed a way to:
- Reduce the impact of missed calls
- Offer an asynchronous support channel
- Maintain full clinical traceability
- Scale without proportionally increasing staff
The Solution: Voice Excellence + WhatsApp Continuity
UVEMA adopted a clear strategy:
- Ringover manages the voice infrastructure
- Spoki manages WhatsApp Business automation
Rather than treating voice and messaging as separate systems, UVEMA uses both to create a single, fluid experience.
When a call cannot be answered immediately:
- Ringover handles the voice workflow
- Spoki automatically triggers a WhatsApp message
- The conversation continues asynchronously
Voice handles urgency.
WhatsApp guarantees continuity.
Together, they ensure no pet owner is left without a response.
How the Missed Call Recovery Flow Works
The operational process is simple and scalable:
- A call enters through Ringover
- If all veterinarians are busy, the call is missed
- Spoki automatically sends a personalized WhatsApp message
- The pet owner continues the conversation via chat
- A veterinarian steps in based on urgency
- All interactions are recorded for full clinical context
For the pet owner, the experience feels seamless: they never feel ignored.
WhatsApp becomes a safety net for care continuity.
The Results (2025)
The combined use of Ringover and Spoki delivered measurable operational impact.
Ringover – Voice Performance Metrics
- 68,649 calls managed
- 99% annual service level
- 1 min 9 sec average waiting time
Spoki – WhatsApp Automation Impact
- 8,711 recovered via WhatsApp
- 97% missed call recovery rate
- Improved operational efficiency
- Stronger post-consultation retention
Missed calls are no longer dead ends: they become structured and traceable conversations.
Operational Impact
Beyond recovery rate, UVEMA achieved meaningful improvements in efficiency and experience.
Reduced Voice Channel Pressure
Non-urgent consultations now continue asynchronously via WhatsApp.
Parallel Conversation Management
Veterinarians can manage multiple conversations simultaneously — something impossible through voice alone.
Stronger Perceived Closeness
Pet owners value the immediacy and convenience of WhatsApp communication.
Higher B2B Value Proposition
Clinics and insurers trust UVEMA to guarantee care continuity — even during demand peaks.
The team moved from reactive overload management to controlled omnichannel operations.
Real Scenario: Peak Demand in Action
During a holiday weekend, UVEMA experienced a surge in intoxication-related consultations.
All veterinarians were busy.
Instead of leaving callers waiting or forcing them to try again later, Spoki automatically sent:
“All our veterinarians are currently assisting other pets. We are prioritizing cases by urgency. A veterinarian will respond shortly via WhatsApp.”
Within minutes:
- Pet owners shared additional details
- Veterinarians performed triage
- Urgent cases were prioritized
- Non-urgent cases were reassured
No frustration, no broken trust.
Why This Case Matters for Telemedicine and Healthcare Providers
The UVEMA case demonstrates a broader reality: voice alone does not scale in healthcare.
Using Ringover for voice and Spoki for WhatsApp automation enables:
- Missed call recovery
- 24/7 asynchronous support
- Reduced call abandonment
- Optimized resource allocation
- Sustainable growth without compromising quality
Ringover guarantees excellence in voice management.
Spoki guarantees continuity when voice is not enough.
Together, they create a resilient omnichannel communication model.
Conclusion
For UVEMA, recovering 97% of missed calls was not just a performance improvement.
It was a strategic shift: from reactive support to scalable care continuity.
If you operate in telemedicine, insurance, healthcare services, or any high-demand environment, missed calls don’t have to mean lost conversations.
They can become the beginning of one.
