{"meta":{"page":"case-studies/how-uvema-improved-service-continuity-with-automations","language":"en","url":"https://spoki.com/en/case-studies/how-uvema-improved-service-continuity-with-automations","generated_at":"2026-04-19T01:59:46.400Z","formats":{"html":"https://spoki.com/en/case-studies/how-uvema-improved-service-continuity-with-automations","markdown":"https://spoki.com/en/case-studies/how-uvema-improved-service-continuity-with-automations.md","json":"https://spoki.com/en/case-studies/how-uvema-improved-service-continuity-with-automations.json","xml":"https://spoki.com/en/case-studies/how-uvema-improved-service-continuity-with-automations.xml"}},"content":{"title":"How UVEMA improved Service Continuity with automations","sections":[{"heading":"How UVEMA improved Service Continuity with automations","level":1,"text":"**Author:** Spoki | **Published:** 2/13/2026\n\n*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: 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 […]*\n\n---"},{"heading":"A Veterinary Telemedicine Case Study","level":3,"text":""},{"heading":"About UVEMA","level":2,"text":"[UVEMA](https://uvema.es/) is the leading veterinary telemedicine platform in Spain, operating 24/7, 365 days a year.\n\nThe company works with a **B2B2C model**, partnering with:\n\n- Veterinary clinics outsourcing out-of-hours consultations\n\n- Pet insurance companies\n\n- Corporations offering veterinary telemedicine as an employee benefit.\n\nTheir mission is clear:\nGuarantee **high-quality care continuity**, regardless of time, channel, or demand volume.\n\nIn veterinary healthcare, responsiveness isn’t optional. It’s part of the service promise."},{"heading":"The Challenge: Scaling Telemedicine Without Losing Care Continuity","level":2,"text":"As UVEMA grew, consultation volume increased significantly.\n\nManaging thousands of calls per month created three key challenges:\n\n- Handling peak call traffic without increasing abandonment\n\n- Maintaining clinical quality while scaling\n\n- Delivering a seamless omnichannel healthcare experience\n\nIn telemedicine, voice overload is inevitable, but silence is not acceptable.\n\nWhen a worried pet owner calls and receives no answer, frustration grows, trust drops and the experience breaks.\n\nUVEMA needed a way to:\n\n- Reduce the impact of missed calls\n\n- Offer an asynchronous support channel\n\n- Maintain full clinical traceability\n\n- Scale without proportionally increasing staff"},{"heading":"The Solution: Voice Excellence + WhatsApp Continuity","level":2,"text":"UVEMA adopted a clear strategy:\n\n- **Ringover** manages the voice infrastructure\n\n- **Spoki** manages WhatsApp Business automation\n\nRather than treating voice and messaging as separate systems, UVEMA uses both to create a single, fluid experience.\n\nWhen a call cannot be answered immediately:\n\n- Ringover handles the voice workflow\n\n- Spoki automatically triggers a WhatsApp message\n\n- The conversation continues asynchronously\n\nVoice handles urgency.\nWhatsApp guarantees continuity.\n\nTogether, they ensure no pet owner is left without a response."},{"heading":"How the Missed Call Recovery Flow Works","level":2,"text":"The operational process is simple and scalable:\n\n- A call enters through Ringover\n\n- If all veterinarians are busy, the call is missed\n\n- Spoki automatically sends a personalized WhatsApp message\n\n- The pet owner continues the conversation via chat\n\n- A veterinarian steps in based on urgency\n\n- All interactions are recorded for full clinical context\n\nFor the pet owner, the experience feels seamless: they never feel ignored.\n\nWhatsApp becomes a safety net for care continuity."},{"heading":"The Results (2025)","level":2,"text":"The combined use of Ringover and Spoki delivered measurable operational impact."},{"heading":"Ringover – Voice Performance Metrics","level":3,"text":"- **68,649 calls managed**\n\n- **99% annual service level**\n\n- **1 min 9 sec average waiting time**"},{"heading":"Spoki – WhatsApp Automation Impact","level":3,"text":"- **8,711 recovered via WhatsApp**\n\n- **97% missed call recovery rate**\n\n- **Improved operational efficiency**\n\n- **Stronger post-consultation retention**\n\nMissed calls are no longer dead ends: they become structured and traceable conversations."},{"heading":"Operational Impact","level":2,"text":"Beyond recovery rate, UVEMA achieved meaningful improvements in efficiency and experience."},{"heading":"Reduced Voice Channel Pressure","level":3,"text":"Non-urgent consultations now continue asynchronously via WhatsApp."},{"heading":"Parallel Conversation Management","level":3,"text":"Veterinarians can manage multiple conversations simultaneously — something impossible through voice alone."},{"heading":"Stronger Perceived Closeness","level":3,"text":"Pet owners value the immediacy and convenience of WhatsApp communication."},{"heading":"Higher B2B Value Proposition","level":3,"text":"Clinics and insurers trust UVEMA to guarantee care continuity — even during demand peaks.\n\nThe team moved from reactive overload management to controlled omnichannel operations."},{"heading":"Real Scenario: Peak Demand in Action","level":2,"text":"During a holiday weekend, UVEMA experienced a surge in intoxication-related consultations.\n\nAll veterinarians were busy.\n\nInstead of leaving callers waiting or forcing them to try again later, Spoki automatically sent:\n\n> \n“All our veterinarians are currently assisting other pets. We are prioritizing cases by urgency. A veterinarian will respond shortly via WhatsApp.”\n\nWithin minutes:\n\n- Pet owners shared additional details\n\n- Veterinarians performed triage\n\n- Urgent cases were prioritized\n\n- Non-urgent cases were reassured\n\nNo frustration, no broken trust."},{"heading":"Why This Case Matters for Telemedicine and Healthcare Providers","level":2,"text":"The UVEMA case demonstrates a broader reality: voice alone does not scale in healthcare.\n\nUsing Ringover for voice and Spoki for WhatsApp automation enables:\n\n- Missed call recovery\n\n- 24/7 asynchronous support\n\n- Reduced call abandonment\n\n- Optimized resource allocation\n\n- Sustainable growth without compromising quality\n\nRingover guarantees excellence in voice management.\nSpoki guarantees continuity when voice is not enough.\n\nTogether, they create a resilient omnichannel communication model."},{"heading":"Conclusion","level":2,"text":"For [UVEMA](https://uvema.es/), recovering 97% of missed calls was not just a performance improvement.\n\nIt was a strategic shift: from reactive support to scalable care continuity.\n\nIf you operate in telemedicine, insurance, [healthcare services](https://spoki.com/en/case-studies/case-study-spoki-and-whatsapp-also-star-in-healthcare-with-the-maria-rosaria-specialized-clinic), or any high-demand environment, missed calls don’t have to mean lost conversations.\n\nThey can become the beginning of one."},{"heading":"Categories","level":3,"text":"- Case Study-en"},{"heading":"Tags","level":3,"text":"- Medical & Health\n\n---"},{"heading":"About Spoki","level":2,"text":"Use Spoki's simple, fast and intuitive platform to drive conversions, automate tasks and grow your business."},{"heading":"Solutions","level":3,"text":"- Marketing\n- Sales\n- Customer Care\n- Developers"},{"heading":"Special Programs","level":3,"text":"- Agencies\n- Affiliation\n- Reseller\n- Start up"},{"heading":"Quick Links","level":3,"text":"- [Features](https://spoki.com/en/features)\n- [Pricing](https://spoki.com/en/pricing)\n- [About](https://spoki.com/en/about)\n- [FAQ](https://spoki.com/en/faq)\n- [Blog](https://spoki.com/en/blog)\n- [Case Studies](https://spoki.com/en/case-studies)\n- [Integrations](https://spoki.com/en/integrations)\n\n© 2026 Spoki. All rights reserved."}]}}