Direct Pet Customer Experience

When a customer navigates to the provided Direct Pet URL for your business they will have the option to "Start a New Care Request" or "My Care Request is in Progress".

New Care Request

If you've enabled "Collect Contact Information Before Request Is Started" in Direct Pet Configuration, the first thing your customer will see is an account creation screen.  This is required before the request begins.  You would enable this so that contact information will be attached to abandoned requests so you can follow up with that potential customer.  If you disable this feature, it will allow your customer to price shop without entering personal information until they are ready to submit their request. 

At any point in this process, if your user wishes to save their request to finish later, each page shows a "Save" button which will prompt them to create a username/password to log in at a later time to complete their request.

The next screen your customer will see is "Package Selection."  This screen begins be having your customer select the cremation type they would like. 

Once they make that selection, it will ask for them to enter their pet's weight.  Once that number is entered, it will show all price groups available for that cremation type/weight range.

The next screen is the "Package Details" screen.  This shows the current selections for this price group on the left hand side of the screen.  This also will show any Optional Additional Services and Merchandise that your customer may wish to add.

The next screen is "Pet Details" where they will enter their pet's information.

The next screen is "Contact" where you will collect your customer's personal information.  If they were forced to fill in contact information at the beginning of the process, it will show all entered info here.

The next screen is "Reception" this is where your customer will select how they would like their pet to be received by the crematory.  There are several default options, but you can rename them how you'd like in Direct Pet Configuration.  These options are:
 

• Home Pickup
• Vet Clinic Delivery (This will show a list of your clinic partners that you have enabled to be available in Direct Pet)
• Owner (or other individual) delivery
• Vet Clinic Pickup (This will show a list of your clinic partners that you have enabled to be available in Direct Pet)
• Other (Allows the user to enter additional info)
• Undecided

There is also an additional dialogue box that will allow them to enter any additional info as well.

The next screen is "Return" which is where they will select how the remains will be returned to the owner.  This works just like the "Reception" page, but has slightly different options for release.

• Owner Pickup from vet clinic  (This will show a list of your clinic partners that you have enabled to be available in Direct Pet)
• Owner Pickup from crematory
• Deliver remains to
• Mail remains to the following
• No Return
• Undecided

• Other (Allows the user to enter additional info)
   

  There is also a dropdown for if they'd like any personal items returned, as well as a dialogue box for any additional return information necessary.

The final page before submission is the "Summary" page.  This will show a full summary of all information entered, as well as all service details and pricing.  If you've enabled payments in Direct Pet Configuration, you will see a "Pay Now" button.  Additionally, if you've selected the option to allow users to pay later, you will see a "Pay Later" button.  If payments are disabled, you will see a "Submit my Request" button.  If your user has not yet created a username/password, they will be prompted to do so before being able to submit their request/payment. 
 

Once the case has been submitted several emails are automatically sent.

Emails Customer Receives:

Care Request Summary:

Payment Receipt (this is only sent if a payment is made)


Email/Text that you will receive:

Using the emails/text numbers provided in Direct Pet Configuration, you will receive a care request email that will show the details about the case, owner, pet, and reception/release information.

Care Request Email

Completion Page

The final screen your user will see is the "Completion" screen.  This will show the full arrangement summary seen on the previous page.  If payments are enabled and there is a balance on the case, they will be able to submit payments here as well.  This page is also what users will see if they log into the direct pet system after their case has been submitted.  This is useful if a customer calls to add any service or merchandise.  You can instruct your user to log into the direct pet portal and they'll be able to pay the remaining balance.  This page will also show up to date tracking information as the case moves through the tracking process.  This allows your customers to login to check the status of their case.

These tracking steps are configured in the Direct Pet Appearance Settings page.