In 2017, veterinarian and entrepreneur, Dr. Lonny Pace reached out to Baseline Creative to rebrand an emergency pet clinic located in Temecula, California. The Emergency Pet Clinic of Temecula, now called EPIC Vets, needed an all-new look including a new website, new branding, social media management, and reputation management.
Brand Identity, Web Design & Social Media
The designers at Baseline worked to create a new logo and identity for EPIC Vets. As the new owner of the clinic, Dr. Pace wanted to breathe new life into the business. The new logo, identity, and brand standards were created and used in print collateral including updated business cards, brochures, and promotional items for EPIC’s staff and patients.
The website EPIC had needed a design update and needed to be optimized for search engine optimization (SEO). Baseline built the new website and focused on organic SEO which was lacking in the previous website. Traffic increased on the website 100% from January 2017 to December 2017. Organic traffic accounted for 56.5% of the traffic to the website and paid search (Google campaigns) accounted for another 12.2%. In the past year, online forms and even an app for EPIC has helped them process patients faster and more efficiently—including communicating new Covid precautions.
The Baseline team also created social media content and began managing all the platforms for EPIC, increasing their social media presence and their brand awareness. Social listening and quick responses helped the page grow and helped the EPIC team manage and respond to reviews. EPIC fans are engaged and enjoy the educational and playful content created for the brand.
Reputation management, including online reviews, was important to EPIC. As an emergency vet clinic, the patients they see are often critical. As a result of the stressful and emotional nature of clinic visits, some online reviews were negative, especially if animals were not able to be saved. EPIC began using Baseline’s Full-Service Review survey tool to survey patients’ families immediately after treatments. The survey allowed EPIC patients to link directly to Google and Facebook reviews for people who scored EPIC with 4 or more stars. For those with negative feedback, their results were immediately directed to the clinic where the team could assess the situation and reach back out to the reviewer to resolve issues before they were online. The result is that the average review for EPIC increased from 3.1 stars to 4.1 stars.
Why Baseline Creative?
Since starting work with EPIC Vets, Baseline has built a great relationship and has been involved in many additional projects for Dr. Pace. When asked why he enjoys working with Baseline Creative, Dr. Pace said, “Baseline follows the ‘yes’ philosophy to customer service that we follow at EPIC. If you can dream they will find a way to make it happen.”