Taguchi + VetXtend
What happens when you hand over the marketing keys to 50+ practices?
Overview
As a dedicated partner to veterinary practices across Australia and New Zealand, VetXtend needed a scalable and efficient solution to activate localised marketing, without placing additional time resource on their team.
Building on the success of their initial rollout with Taguchi’s distributed customer engagement platform, VetXtend’s next evolution centred on deepening automation, personalisation, and local autonomy through advanced Local Area Marketing capabilities.
Challenge
Whilst VetXtend had successfully onboarded over 50 veterinary practices onto their marketing service via Taguchi, who now benefit from practice-specific branded email campaigns focused on pet education, booking reminders, pet lifecycle journeys, and NPS surveys; there remained a manual approach to having practices influence, review and approve content in monthly newsletters.
The challenges revolved around efficiency;
 | Manual overhead |
VetXtend contacted partner practices via email each month, managing content requests, targeting and proofing one by one.
 | Lack of time at practice level |
Most practices don’t have marketing teams; therefore, a new process needed to be simple and easy to use.
 | Growing network pressure |
With more practices joining weekly, VetXtend needed a scalable, automated process to keep pace with demand.
Solution
VetXtend needed a way to let each practice independently select, customise and review their content, without losing control or brand consistency.
This led to a game changing enhancement, in which Taguchi worked with VetXtend to roll out a purpose-built local area email functionality that enabled content selection at the practice-level with minimum VetXtend involvement and maximum automation.
Execution
| Dynamic local email content |
A dynamic local area content module was developed to activate an automated workflow to benefit VetXtend and local practice teams alike.
VetXtend creates one email, containing all available offers from the outset – skipping some manual steps. The real magic is in how the dynamic module automatically publishes offer content to a web form for practices to select from.
| Web form |
A Taguchi-hosted, self-service web form allows practices to choose offers they’d like to opt in/opt out and preview their email in real time with dynamically personalised branding (colours, logos, sender details).
Internal emails from VetXtend, requesting practices to respond with their desired offers were no more!
| Dynamic personalisation via target expressions |
Once a practice makes their selections and submits the webform, offer assets and segments are dynamically populated to create the practice’s unique message, with no manual work required.
 | Automated reporting |
- Every submission triggers a notification to VetXtend.
- Consolidated reports with all submissions are sent to VetXtend 3 days before campaign send.
- Optional comments from practices are collected for review and editing.
 | Scalable branding |
- Email headers, footers, colours and sender/reply-to addresses are dynamically adjusted per practice.
- AU/NZ differentiation is embedded into sender logic through sender and click-tracking domains.
Impact and results
Proven scalability
As partner practices using VetXtend’s marketing service grew by 50%, the local area solution ensured this was achieved without adding extra time burden.
~10 total hours saved each month
Automation cut manual proofing time from three hours to just five minutes, with the remainder of time saved as a result of eliminating back and forth between practices.
Higher engagement & revenue
A new multi-select feature enabled practices to participate in more campaign variations, driving higher client reach and increased revenue for both VetXtend and its partner practices.
Fewer errors
Dynamic content & targeting reduces human error, ensuring end users receive the right messaging.
Real-time content control
VetXtend’s partner practices can now preview, select, and customise content in real time, overcoming previous limitations and reducing rounds of communication.
If Taguchi hadn’t provided us with this solution, each new practice would have added a substantial amount to our workload. Instead, we’ve scaled without the burden.
“Not only did the implementation of Taguchi’s dynamic local area process immediately save us time, but it also acted as a safety net for the future scalability of our business model.
Our Client Success Specialist, Neha from Taguchi, has been fantastic, listening to all the bug bears of our old process and working with the Taguchi dev team on a solution plus ongoing updates. It’s been such a big win for our business."
Marketing Communications Manager, VetXtend
Conclusion
VetXtend engaged Taguchi for a solution that gave them the power to control their brand; and at the same time allowed flexibility for their veterinary practice partners. Taguchi’s local area solution overcame their challenges, resulting in;
- Scalability without added workload.
- Automation that save hours of work each month.
- Dynamic personalisation that increases relevance.
It's been exciting to develop this solution with VetXtend
“We've taken what used to be a high-effort, manual process and turned it into something scalable, accurate, and empowering for their partner practices.
What’s even more exciting is how future-proof it is; whether they onboard 10 or 100 new practices, the dynamic process can handle it efficiently without adding to the team’s workload. That’s the kind of flexibility and growth-readiness Taguchi aims to deliver.”
Client Success Specialist, Taguchi
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