‍What to Ask a Veterinary PIMS Vendor Before Switching Software

In a demo, almost any PIMS looks easy to use. But the demo runs on the vendor's sample data. After you switch, your team will be working with your own patient records and your own integrations, and that's when problems tend to appear.

The software is only half of the decision. The other half is the switch itself. The time it takes to set up a new system and train staff is the biggest reason practices hesitate to change, followed closely by the risk of losing data during migration. Both depend on the vendor's people and process far more than on the product.

These 15 questions help you understand what the switch will actually look like before you commit. Ask them of every vendor on your shortlist, and pay close attention to which ones get specific answers.

15 questions to ask a veterinary PIMS vendor before switching

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1. Can you share case studies and references from practices like ours?

Veterinary professionals tend to trust each other's experience more than any other source when choosing a PIMS, and that instinct is a good one. A practice that has used the software for a while can give you a practical, day-to-day view that's hard to get any other way.

Case studies are a helpful place to start. A reference call usually goes deeper. It's worth asking for practices that are similar to yours in size and type, and if possible, ones that switched from the same system you use today. They'll have gone through a similar migration and learning curve.

When you speak with a reference, two questions tend to be especially useful: what surprised them after go-live, and what they'd do differently if they switched again.

2. What does the timeline look like, and how much of our team's time will it take?

Implementation usually happens in stages. The vendor sets up the system for your practice, converts your data, trains your team, and then supports you through go-live. Each stage needs some time and input from your side.

That can feel like a lot when your days are already full. Most veterinary teams are stretched thin, and it's hard to find extra hours for a software project on top of patient care. Knowing how much time the switch will take, and when, helps you plan for it instead of scrambling to fit it in.

It helps to ask for a week-by-week plan, along with an estimate of how many hours your practice manager and doctors will need to set aside. You may also want to ask who on your team should lead the project. Implementations tend to go more smoothly when one person coordinates decisions and keeps everyone in the loop.

It's also worth asking what options the vendor offers for different levels of involvement. Some teams are comfortable with technology and prefer a self-guided setup they can work through on their own schedule. Others would rather have the vendor's team take on more of the work, with experts who handle setup tasks and guide staff step by step. The right choice depends on how much time your team realistically has, so ask what each option includes and what it costs.

3. Who handles our data migration, and how do you check the results?

Migration is one of the parts of switching that practices worry about most, and understandably so. Years of patient records need to arrive complete and in the right place.

Vendors handle migration in different ways. Many use standard conversion tools, often from an outside company, that move data the same way for every practice. These tools work well for most records. But if your team has entered information in its own way over the years, like using a field for something other than its intended purpose, a standard tool may not know where that information belongs in the new system.

Some vendors also have their own data engineers who check the results after the conversion. When something is missing or in the wrong place, they can adjust the process for your practice and fix it before you go live.

It's worth asking who will handle your migration and how they check that everything came over correctly. If you can, ask to see examples of records they've converted from the system you use today. Look for patient histories that are complete and easy to search. Records that come over as attached files instead of searchable information are one of the most common frustrations practices mention after switching.

4. What data won't come over, and what will we need to rebuild?

Every migration has limits. Most vendors will guarantee the information you're legally required to keep, but what's included beyond that can vary. Asking for a clear list of what will and won't convert helps you prepare and avoids surprises later.

The price list is the item practices most often rebuild. After years in one system, price lists tend to collect items you no longer sell or that are hard to find. Many vendors suggest exporting it, cleaning it up, and importing a fresh version rather than converting it directly.

This can be one of the bigger tasks in a switch, but it's usually worth the effort, since your price list plays a big role in your revenue. It's helpful to ask who will support you through the rebuild and how long it typically takes.

5. Will our client reminders carry over?

Reminders are what bring many clients back for vaccines, wellness exams, and follow-up care. If they don't carry over correctly, it may not be obvious right away. The effect often shows up weeks later as fewer booked appointments.

For reminders to keep sending automatically, they need to be connected to the right services and products in the new system. If they come over only as notes in a patient record, they may not trigger on their own.

You can ask the vendor how they convert reminders and which ones will send automatically after go-live. Reviewing a small sample of patients before launch is a simple way to confirm everything looks right.

6. If our locations run on different systems, how do you migrate them?

For groups, each location can add complexity to a migration. Locations on the same PIMS and the same server can often be converted together. Locations on separate servers or different systems usually need their own conversions, which can affect both the timeline and the cost.

Ask for a plan that covers each location, and how the vendor will bring them into one shared structure. That shared structure is what lets you set pricing and codes centrally and benchmark every location on the same data after go-live.

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7. What do we need from our current vendor, and by when?

Your current vendor holds your data until it's exported, and the process isn't always straightforward. Some vendors limit the number of exports or charge for additional ones, and turnaround times can vary.

Timing is important too. The final export usually needs to happen close to go-live, so that every appointment and record up to that point comes over. If it's delayed, your team may need to add some information by hand.

Ask your new vendor what they'll need, in what format, and by which dates. Reaching out to your current vendor early and reviewing your contract's export terms can save a lot of stress later.

8. Which of our current integrations will carry over, and who supports them?

Most practices rely on connections to labs, pharmacy, imaging and payment processing. Before switching, it helps to list every integration you use today and go through it with the new vendor.

Some integrations will have a direct equivalent in the new system. Others may need to be set up again, and occasionally one may not be available. Connections your practice set up with outside companies on its own are worth checking carefully, since the new vendor may not be able to support them.

It's also helpful to ask who your team should contact if an integration isn't working, and to test the ones you depend on most before go-live.

9. Can our team practice in the new system before go-live?

It's natural to want to get comfortable with a new system before relying on it with real patients. Hands-on practice before launch can make go-live week feel much more manageable for everyone.

You might ask when your team will get access, what kind of data they'll practice with, and how much practice time the vendor recommends. Working with realistic examples helps staff learn the workflows they'll actually use.

10. How do we keep the practice running during go-live week?

Many practices worry about disrupting patient care during the switch, and that's a fair concern. Your team is learning something new while still running a full schedule.

It's worth asking if the vendor recommends lightening your schedule for the first few days, and by how much. You can also ask who will be available if something comes up during a busy shift. If you run a 24-hour hospital, ask how they support overnight teams, since coverage for every shift takes planning.

Ask whether the vendor recommends lightening your schedule for the first few days, and by how much. Ask who will be available if something comes up during a busy shift. If you run an ER or a 24-hour hospital, ask how they support overnight teams, since coverage for every shift takes planning.

An experienced vendor should be able to show you its go-live plan, day by day.

11. How will you help our longest-tenured staff adapt?

Some of your team members may have used the same system for 20 years or more. They know it inside out, and they're often the people others turn to for help.

A switch can be especially challenging for them, because it asks them to start over in an area where they've always been the expert. It's worth asking how the vendor supports staff who are most comfortable with the current system, and if one-on-one training time is available.

When your most experienced team members feel confident in the new system, that confidence tends to spread to the rest of the practice.

12. How do you train staff who join after go-live?

Turnover is a reality for most veterinary practices, especially at the front desk. When someone leaves, some of the system knowledge they built up goes with them, and new hires often learn from coworkers who may not have had full training themselves.

It helps to ask what training resources are available for new hires, and if there's a cost for additional sessions. You can also ask how the vendor keeps your team up to date as new features are released. Cloud-based systems update regularly, and ongoing training helps your practice keep getting value from those updates.

13. Who answers our support requests, and what are your hours?

The background of the support team can make a real difference. A support agent who has worked in a veterinary clinic often understands your problem faster and has a good sense of how urgent it is for your team.

At large vendors that support many products, it can be harder for support teams to specialize in each one. Asking about the team's background, and how they handle issues that come up more than once, can give you a good sense of what to expect.

It's also important to confirm coverage hours, including evenings and weekends, so you know how support lines up with your practice's schedule.

14. What's included in the price you're quoting?

The license fee is usually just one part of the total cost. Many practices aren't completely sure what they paid for implementation with their current vendor, which can make it tricky to compare offers.

An itemized quote can help. Ask the vendor to separate the license, any add-ons, implementation, data migration, and travel costs for on-site support. If you work with relief or part-time doctors, it's worth asking how they're priced, since that can have a big impact on your monthly cost.

You may also want to ask about contract length, renewal terms, and how pricing has changed for existing customers over time.

15. How do we get our data out if we ever leave?

It might feel a little odd to ask about leaving before you've even started. But after going through an export with your current vendor, you'll know how much the process matters.

You can ask how many exports you'd receive, in what format, how long they take, and if there's a fee. A clear, simple answer is a good sign that the vendor is confident in the relationship.

How to get the most out of these questions

Sharing your questions with each vendor before your first call can help a lot. Vendors can come prepared with specific answers, and you can spend your time together on the details that matter most to your practice.

It also helps to include the people whose daily work will change the most. A practice manager and a doctor often notice different things, and having both perspectives leads to a more confident decision.

If something a vendor tells you is important to your decision, it's reasonable to ask for it to be included in the proposal or contract.

Vetspire: A PIMS worth adding to your shortlist

Vetspire is a cloud-based veterinary practice management software for independent practices and growing groups. It's designed to reduce the manual work that fills a veterinary team's day, so staff can spend more of their time on patients and clients.

• One platform for every practice type. Vetspire runs every type of veterinary care on one platform, with the tools each practice needs built in rather than bought as separate add-ons.
• AI built into the platform. Vetspire's AI is built into the platform, not bought or bolted on, and goes beyond the scribe, working from each patient's full history to write notes and discharges, summarize outside records and answer questions about the case.
• Built around the medical record. What the team documents during a visit flows into charges, discharges, reminders and client communication without being re-entered.
• Intuitive platform, adopted in days. Vetspire is designed to be intuitive and light on clicks, and most teams are working confidently within days, often with little or no training.

If you're exploring your options, book a demo and bring your list of questions. We'll walk you through our answer to each one.

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