Propuesta de transformación digital para optimizar los procesos administrativos y de atención al cliente en una clínica veterinaria en Guayaquil

Abstract

VetCare is a veterinary clinic with 13 years of operation that still relies on manual processes, which has led to disorganized inventory control, slow payment procedures, and inefficient customer experience. After an internal diagnosis, three alternatives were evaluated: keeping the current model, implementing basic digital tools, or adopting a full management system with external consulting. The selected option was Alternative A, due to its low cost and attractive returns: an initial investment of USD 5,850, an NPV of USD 3,526.97, an IRR of 43.46%, and a 1.5-year payback period. Main risks—such as staff resistance, connectivity failures, and data errors—will be mitigated through training, technical support, and pilot testing. The implementation plan is structured in five phases: preparation, configuration, training, pilot rollout, and evaluation. This gradual digitalization will reduce losses, improve operational control, speed up payments, and enhance customer service, while keeping the door open for a full digital system in the future. JEL Code: L86