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Frequently Asked Questions

Below you will find many of the frequently asked questions about CLIENT CONNECTION™ Plus. Please contact us with any other questions you may have.

Program Information

Where can I find out more about CLIENT CONNECTION™ Plus?
There are several resources for additional information about the program. Your Merial Sales Representative, the Program Info page or your data vendor customer support are all available to answer any questions you may have.


IDEXX® CLINICS
Mon. – Fri. 8am – 8pm, ET
Phone: 1-800-858-6032
clientconnectionplus@idexx.com

VETSTREET® Clinics
Mon. – Fri. 7:30am – 8pm, ET
Phone: 1-888-799-8387
support@vetstreet.com

ENROLLMENT

How do I cancel my participation in CLIENT CONNECTION™ Plus?
Please call or email the applicable Data Vendor Customer Support number shown below.


IDEXX® CLINICS
Mon. – Fri. 8am – 8pm, ET
Phone: 1-800-858-6032
clientconnectionplus@idexx.com

VETSTREET® Clinics
Mon. – Fri. 7:30am – 8pm, ET
Phone: 1-888-799-8387
support@vetstreet.com

Customer Support

How do I update my clinic’s profile information?
Go to the Profile page. You can update all of your clinic’s information there.
How can I contact CLIENT CONNECTION™ Plus?
Please call or email the applicable Data Vendor Customer Support number shown below


IDEXX® CLINICS
Mon. – Fri. 8am – 8pm, ET
Phone: 1-800-858-6032
clientconnectionplus@idexx.com

VETSTREET® Clinics
Mon. – Fri. 7:30am – 8pm, ET
Phone: 1-888-799-8387
support@vetstreet.com

Mailing Information

What mailings will my clients receive during the program year?
You can view all of the available mailings on the Program Info page.
Do I have to review my mailing list in order for my mailings to be sent?
No, you don’t have to review or approve your mailing list. The review period simply gives you the opportunity to deselect clients from your mailing list prior to the mailing being sent, if you wish.
Can I add clients to my mailing list?
No, you can only remove/deselect clients from the mailing list.
How long will I have to review my mailing list?
Mailing lists will be available for client editing for 7 days. You’ll receive an email when a mailing list is ready to review.
How will the client mailing list be made available to my clinic?
The list will be posted on the Mailing Lists page before the mailing is due to be sent out.
How many of my pet owners will recieve a mailing?
The number of pet owners mailed varies from clinic to clinic and is based on your clients compliance and your recommendation.
What mailing options do I have?

There are two ways to participate in the program mailings

1. Classic CLIENT CONNECTION™ Mailings. This is a one-time mailing in the spring.

a. Pet Owner Targeting: Non/Partial Compliant pet owners.

2. Enhanced CLIENT CONNECTION™ Mailings. This includes the Classic mailing plus monthly refill reminders from January – October. This option is available for VETSTREET clinics and IDEXX Secure Connection clinics.

a. Pet Owner Targeting: Non/Partial Compliant Users

b. Loyal/Last Dose Refill Reminders

c. Quarterly Compliance Progress Reports

When will each mailing option be sent out to my clients?
Classic mailing schedule is shown below in the mailing map.
Are the Enhanced Monthly Refill Reminder Mailings sent out monthly?
Yes. If you opt into the Enhanced Refill Reminder Mailings, select pet owners will be sent additional coupons 30 days before their last dose of flea & tick control and/or heartworm preventive runs out.
Can I view the mailings that will be sent?
PDFs of all the mailings will be located on the Program Info page.
How do I know when my mailing has been sent?
You’ll receive an email and you’ll see the final mailing list on the Mailing Lists page.

Offers and Coupons

What Merial brand coupons are being sent to my pet owners?
During enrollment you’ll be able to choose your brand product coupons that will be sent to your pet owners.
What if a pet owner has more than one dog and/or cat?
If the pet owner has more than one pet as a patient at your clinic, they will be sent two of each brand offer you selected during enrollment.
What is the expiration date of the offers?
December, 31 2014.

Reporting

How can I view the reports for my clinic?
All of your clinic reports are located on the Reports page. You’ll be notified by email when a new report is added for your clinic.

Data and Data Security

Will my client data be kept confidential?
Yes, your data is treated with the utmost confidentiality. Your data is used solely for the purpose of the program and is never sold, traded or given out for any other use. Please see the program Terms and Conditions and Data Vendor Privacy Statement for more information.
When is my data due?
The due date for data submission is based on when you enroll and which mail wave your state is in. Your data vendor will contact you to discuss your data submission. Please see the below map indicating when each state will receive the Classic Mailing and when data is due.

Customer Support

IDEXX® CLINICS
Mon. - Fri., 8:00 a.m. - 8:00 p.m. ET.
Phone: 1.800.858.6032
Fax: 1.800.961.5640
Email: clientconnectionplus@idexx.com

VETSTREET® CLINICS
Mon. - Fri., 7:30 a.m. - 8:00 p.m. ET.
Phone: 1.888.799.8387
Fax: 1.267.685.8478
Email: support@vetstreet.com