Support Report from GVL Customer Success – July 2020

by | Jul 31, 2020 | Blog, Featured | 0 comments

Welcome to our monthly newsletter created by the Customer Success team to highlight seasonal trends, helpful hints, and GVL news.

A view from our desks (at home) 

We have experienced a steady flow of cases over the past few months. This past month we saw over 3,900 cases, making it our busiest month yet.

As animal health practitioners see more patients and movement restrictions subside, the case volume is continuing to bloom each month. The number of cases are high but that doesn’t stop our support team from providing excellent customer service.

Here’s a glimpse of how responsive our team was this past month:

  • 88.3% of calls were answered in 30 seconds or less
  • Average time to first chat response was 23 seconds

Common questions we’re hearing

Q: “How do I know I am meeting all the regulations for my client’s Certificate of Veterinary Inspection (CVI)?”

A: GVL has a great feature built into the program called SmartEngine. When your SmartEngine technology is active, it verifies that you meet all requirements for the health certificate you’re working on. You can also check out to view these regulations for specific destinations and species types. Also listed is the contact information for the regulatory authority of each state.

Other GVL news you should know

Arizona Accepts Six-Month Equine Health Certificates

Arizona has now joined the EECVI program. Talk to a customer success representative today about questions regarding this program and how to get started.

International Pet Travel 101 – free CE webinar

Wanting to learn more about international pet movement while earning continuing education credits? Check out our free webinar (recorded on July 28, 2020) hosted by Dr. Nelva Bryant.

Ali Tam is a GVL Customer Success Representative.

Learn more about her in our Employee Spotlight blog post.

We’re here to help

The GVL Customer Success Team is available via chat, email or phone every day from 7:00 a.m. to 7:00 p.m. central time. Call 515-817-5704 or email

Training Sessions

Join a live training session with the support team, or request a training session for your team.

Help Center

Explore the GVL help center for training materials, frequently asked questions and helpful resources.


View in-depth training sessions or brief demo tutorials on GVL’s YouTube channel.