You might know your practice needs to change your software, but if the thought of managing this transition feels stressful or overwhelming, you’re not alone. As practices continue modernizing their workflows, the real challenge isn’t necessarily the software, but helping teams adapt smoothly while still maintaining consistent daily operations.

Join us for a practical, insight-driven webinar where we’ll look at how to introduce new software, payment tools, and workflows in ways that feel sustainable, not stressful. Led by Brittany Hull, Director of Customer Experience at Scratch Financial, this webinar will explore the
change-management frameworks used by multi-location veterinary practices, from leadership alignment and multi-modal training to pilot groups and structured feedback loops.

You’ll learn how to minimize change fatigue, support your team through transitions, and launch new tools with clarity and confidence. Brittany will also share real-world examples from practices that have successfully rolled out new software, including what made those transitions feel smooth and sustainable.

Learning Objectives:

• Lead change with clarity and confidence: Discover how leadership alignment is a crucial element of any successful change or rollout. Understand how clear, consistent communication helps reduce ambiguity, build trust, and show teams what to expect. Learn practical ways to explain both why a change is happening and what the expected outcome is.
• The importance of multi-modal training: Explore how offering a range of training types (for example, verbal, hands-on, visual workflows, and written guides) helps meet people where they are while still creating consistency through the same terminology, language, and workflows. Learn how this kind of structure also makes it easier to pinpoint where a workflow is breaking down.
• Why it’s important to pilot before you scale: Learn how pilot groups help identify friction points, refine workflows, and generate real-world proof points that help build confidence. Discover how to structure pilots for both multi-location and single practices, including how to select participants, gather feedback, and track success metrics.
• Choose tools that fit your practice’s workflows: Discover the essential criteria to evaluate before switching software. Hear real-world examples of how selecting the right tool — and rolling it out in the right way — can reduce operational friction, improve daily workflows, and create a better experience for both staff and clients. 

• Create feedback loops that support change: Explore how to give teams a voice and help them feel heard, without slowing momentum. Learn how structured feedback loops help uncover issues as early as possible, guide adjustments, and maintain clarity, so that change stays on track.