2026 Staff Training Guidebook

Modified on Mon, Jul 6 at 2:47 PM

This guidebook helps you design a training plan for new staff members, including:

Adding users and setting up logins
Enrolling a pet in a plan and other common software workflows
Communicating the value of plans to pet owners
Marketing, workflow, goals, reporting, renewals, and retention

What this guidebook covers

Getting started — logins, permissions, and IDEXX Learning Center

Managing preventive care plans and reviewing your practice's plans

Invoicing in Cornerstone and AVImark

How to talk to pet owners about plans

Advanced training for administrators and managers

Goals, incentives, reports, renewals, and retention

Getting started

Set up staff logins, permissions, and access to training resources

Add users to Petly PlansDo members of your practice have access with the correct permission levels? Learn how to add new users to your Petly Plans website.

Understand user typesNeed guidance on assigning the correct permission level? Review the differences between user types within Petly Plans.

IDEXX Learning Center (ILC)Most training videos require ILC login access. Follow the step-by-step instructions to create accounts for each team member.

ILC supportFor password resets or ILC help, call 888-943-3993 or submit a support ticket to the ILC support team.

Best practice tipPrint a copy of this guidebook and add it as a resource to your practice's onboarding program for new hires.

Managing preventive care plans

Core training for CSRs, reception staff, and technicians

Most staff should be able to perform basic functions in the Petly Plans software. This 20-minute training video covers the essential topics for CSRs, reception staff, and technicians:

Benefits of preventive care plans for pets, pet owners, and your practice
Enrolling pets in plans
Locating an active or inactive plan
Performing plan upgrades and cancellations
Navigating the Petly Plans software

Review your practice's plansFamiliarize yourself with your practice's wellness plans — monthly pricing, discounts, services covered in each plan tier, membership perks, and restrictions. Find this information in the Petly Plans software, your practice website, or printed marketing materials.

Invoicing in your practice management software

Resources for Cornerstone and AVImark WP code invoicing

Cornerstone

Click the link for more information on enrolling and invoicing WP codes in Cornerstone.

AVImark

The invoicing process varies depending on how your practice has set up wellness plans. Review all three invoicing methods in the Petly Plans Setup in AVImark guidebook. Consult your management team if unsure which method your practice uses.

How to talk to pet owners about plans

Build staff confidence in client conversations

Every staff member will be involved in discussing plans with pet owners. Download and review the Staff Scripts from the Petly Plans Helpdesk and spend time role-playing as a team. Reinforce that staff are educating pet owners about available options — not selling.

Scripts cover

Enrolling puppies and kittens
Enrolling adult dogs and cats
Improving dental compliance with plan enrollments
Plan cancellation conversations
Handling pet owner objections
Frequently asked questions about the software

Advanced training for administrators and managers

Marketing, workflow, and long-term plan management

Marketing guidebookReview the Petly Plans Marketing Guidebook for strategies covering printed media, social media, email, your website, push notifications, direct mail, and in-person conversations.

Workflow guidebookDownload the Petly Plans Workflow Guidebook to define staff roles, optimize each stage of a visit for plan enrollments, and use technology and marketing for efficiency.

Best practice tipVisit www.petlyplansmarketing.com to review ongoing promotions, browse marketing material offerings, and place an order.

Goals, incentives, reports, renewals, and retention

Tools to keep your team motivated and your program on track

Goals and incentivesDownload the Goals and Incentives Guidebook and watch the 5-minute overview video. Topics include goal setting worksheets, incentive examples, and self-evaluation tools.

ReportsReview the Petly Plans Reports Guidebook covering the Potential Payment Issues report, Outstanding Payments report, Transaction Settlement Statement, Hospital Fees report, and item usage reports.

Renewals and retentionReview the Petly Plans Renewal Guidebook for tools covering renewal reports, manually configuring renewals, reviewing paid-in-full plans, and how plan changes impact renewals.

Renewal report topicsRunning renewal and paid-in-full plan reviews, reviewing plans with add-on items, renewal status by type, and long-term retention strategies.

Additional resources

Staff training Administrator training Staff scripts Petly Plans Playbook Practice Success Series Recorded webinars Frequently asked questions

Attachments (1)

pdf

Staff Training Guidebook.pdf
1.08 MB

2026 Staff Training Guidebook

Staff training guidebook

Cornerstone

AVImark

Phone support

Email support