Optimización del Sistema de Agendamiento de Citas en la Veterinaria Surticampo sas Mediante la Plataforma Setmore

Abstract

The main objective of this undergraduate project was to improve the appointment scheduling process at Veterinaria Surticampo by replacing the manual system, which relied on physical records, with a free digital tool: Setmore. This innovation sought to optimize administrative management, reduce errors in appointment assignment, and provide more efficient service to clients. The content of the study was structured around an initial diagnostic phase, the selection of the most suitable technological tool, its practical implementation, and the evaluation of results. The methodology followed a descriptive and applied approach, including direct observation of processes, comparative analysis between the manual and digital systems, staff training, and monitoring of efficiency and customer satisfaction indicators. The results showed a significant decrease in duplicated appointments, information loss, and response times. Furthermore, the new system provided greater organization in scheduling, real-time access to information, and better coordination across branches, which enhanced the overall client experience. The discussion highlights that the digitalization of processes in small and medium-sized enterprises, such as veterinary services, represents a viable strategy to improve productivity and service quality without requiring major financial investment. However, challenges were identified, such as staff adaptation to new technologies and the need to maintain updated databases. It is concluded that the implementation of Setmore constitutes a sustainable innovation over time, contributing to administrative efficiency and customer satisfaction. Additionally, it represents a replicable model for other businesses in the sector, demonstrating that technological adoption can drive meaningful improvements in service delivery.