A New York vet practice opening a Diagnostic Center swapped an old WordPress site for one that books into Instinct and Timeless, runs the lobby, and is ready for AI.
[Screenshot: the new vetsgonow.com homepage, after cutover]
The situation
VetsGO is a veterinary internal-medicine practice in New York. For years it worked as a mobile specialist service visiting partner clinics. In November 2026 it opened a Diagnostic Center in Manhattan, where pet owners book directly.
Its website was a WordPress site from 2018. The practice wanted more than a new look. It wanted a website that does work: bookings and cancellations that land in its practice software (Instinct for the Diagnostic Center, Timeless for the mobile service), a lobby screen that runs itself, and a base to add AI inside the clinic later.
At a glance
- Sector
- Veterinary medicine
- Based
- New York
- Since
- 2026
- Role
- Technical partner
- Website
- Online booking
- Lobby screen
What we did
- Aug 2026A plan before any codeA written plan for the new site: what it does, what it connects to, what it costs to run, and what it makes possible after launch. Brand guidelines and page designs locked with the practice's designer.
- Sep 2026Choosing the practice softwareThe practice software is where every appointment and record lives, so the site has to talk to it. I evaluated the options with the practice, tested Instinct in a trial environment before committing, and dealt with Instinct's team so the practice didn't have to. Requests for the mobile service hand off to Timeless, the system it already runs on.
- Oct 2026The new site replaced WordPressSix pages, remote consultations bookable online, a form for partner clinics, and every old link redirected so nothing that ranked on Google was lost. Shipping the site a month early meant opening day carried no website risk.
- Nov 2026The Diagnostic Center openedFrom day one, pet owners booked the Diagnostic Center online and the appointment landed in Instinct. Cancellations work the same way. A lobby screen shows the day's drop-offs and appointments, read straight from the schedule.
- NextAI inside the clinicNext on the list: AI for the work inside the clinic, with the vet making every call. It's possible because the practice now has a system to build it on.
What changed
| Measure | Before | Now |
|---|---|---|
| Who runs the technology | BeforeA WordPress contractor | NowOne technical partner |
| The website | BeforeA WordPress brochure | NowThe site the practice runs its bookings and lobby on |
| Booking | BeforeBy phone | NowOnline, straight into Instinct |
| Cancellations | BeforeBy phone | NowOnline, straight into Instinct |
| Ready for AI | BeforeNo: nothing to build on | NowYes: the site, the schedule and the records already talk to each other |
Where it is now
Live. The new site replaced WordPress in October 2026, and the Diagnostic Center opened at the end of November with online booking from day one.
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