Vendor Interview Cheatsheet: 15 Questions That Separate Hype from Substance

Ask these 15 questions to vet vendors fast. Cut hype, get real answers on price, data, security, and support. Choose the best veterinary software with confidence.

September 13, 2025
14-16 minute read
Vendor Interview Cheatsheet: 15 Questions That Separate Hype from Substance

Veterinary teams don’t buy software every day, but vendors sell it every day. That asymmetry shows up in glossy demos, vague answers, and calendar invites that multiply faster than kittens. If you’ve ever left a call thinking, “That looked nice… but will it actually work in our hospital?” This guide is for you.

This vendor interview cheatsheet gives you 15 precise, field-tested questions that cut through the pitch and surface what matters: total cost, data control, security, adoption, and real-world outcomes. Each question includes why it matters, what a good answer sounds like, red flags, and a quick verify step so you can confirm claims before you sign.

Use it during discovery calls, live demos, or ideally in a follow-up session where you control the agenda. Pair it with your Vendor Scorecard and Gatekeeper Worksheet so your practice manager, DVM leads, and CSRs can align on the facts and choose the best veterinary software for your workflows.

How to Use This Cheatsheet (30-Minute Interview Agenda)

Prep (before the call)

  • Send vendors your top three workflows (e.g., “Schedule wellness exam → consent → invoice → SMS receipt”) and ask them to show those exact tasks, not a canned slide deck.

  • Share your deal-breakers (e.g., “No Idexx integration? We can’t consider it.”) so nobody wastes time.

  • Request a sandbox login if possible, or at minimum a screen-share controlled by your staff for 5 minutes.

Who attends

  • Practice manager (leads), one DVM, one technician or CSR (reality check), and optionally an owner for the last 5 minutes.

30-minute structure

  1. 3 min — Intros + purpose (“We’re evaluating veterinary software to cut admin time by 20% in 90 days.”)

  2. 12 min — Your 3 workflows end-to-end (time them).

  3. 12 min — Ask the 15 questions (pick the most relevant 8–10 live; send the rest by email).

  4. 3 min — Next steps + deliverables (security summary, TCO breakdown, sample contract).

Note-taking

  • Score each answer 1–5 and add to your vendor scorecard (weights for functionality, TCO, integrations, support, security, usability). The numbers, not the charisma, should decide.

15 questions to ask when evaluating veterinary software

The 15 Questions (with Good Answers, Red Flags, and Verification)

Tip: Ask the question exactly as written and stop talking. Silence is your friend. Vendors who can deliver will be specific; those who can’t will pivot to more slides.

1) “Can you walk through our top workflow end-to-end—using real or sample data—and say the number of clicks and minutes for each step?”

Why it matters
Usability is the #1 predictor of adoption. The best veterinary software reduces clicks for your most common tasks, not just looks slick.

Good answer sounds like
“Sure. For ‘Wellness exam → invoice → SMS receipt,’ our average clinic takes 2:35 minutes: 6 clicks to book, 1 to apply plan, 3 to invoice, 1 to send receipt. I’ll narrate each step.”

Red flags

  • “Let me show you our roadmap…” (translation: it’s not built).

  • Vague time claims without showing the clicks.

Verify
Time it yourself during the call. Ask for a 5-minute hands-on segment where your tech drives.

2) “What’s our total cost of ownership in Year 1 and Year 3, including implementation, training, migration, SMS/e-fax overages, payment processing, and any required add-ons?”

Why it matters
Sticker price ≠ real price. TCO clarifies whether “cheap” software becomes expensive as you scale.

Good answer
A written table with line items and assumptions (DVMs, locations, texts per month, payment fees). Bonus points for price-increase caps at renewal.

Red flags

  • “It depends” with no numbers.

  • “Professional services billed as needed.”

Verify
Request the TCO as an attachment with math you can change. Plug the figures into your scorecard to compare options apples-to-apples.

3) “Who owns our data, and what does export look like during the contract and at the end—format, timeline, and cost cap?”

Why it matters
If you can’t leave, you don’t really own your data. True “best veterinary software” never locks you in.

Good answer
“You own your data. Exports available anytime as CSV/JSON with patients, clients, notes, invoices, imaging indexes. End-of-term export: $X flat within 5 business days.”

Red flags

  • “We can provide PDFs.”

  • “We’ll quote the export after you submit a ticket.”

Verify
Ask for the export field list and a sample file. Add a data-ownership clause to the order form.

4) “What’s your security postur? Encryption at rest/in transit, MFA/SSO, role-based access, audit logs, and do you have a current SOC 2/ISO summary? Will you sign a BAA?”

Why it matters
You handle sensitive client and payment data. Modern security isn’t optional for veterinary software.

Good answer
AES-256 at rest, TLS 1.2+ in transit, MFA/SSO options, granular roles, immutable audit logs, recent SOC 2 (or ISO 27001) summary, BAA on request.

Red flags

  • “We’re secure because we’re on [cloud provider]” (host ≠ controls).

  • No mention of MFA or audit logs.

Verify
Request the security overview PDF and links to their status page. Ask how often they run disaster-recovery tests.

5) “Show your uptime history and SLA. What were your last 3 incidents, and how would we be notified in real time?”

Why it matters
Downtime equals delayed care and lost revenue. You need transparency and credits when targets aren’t met.

Good answer
Public status page, 99.9%+ last 12 months, root-cause write-ups, SMS/email incident alerts, service credits defined for SLA misses.

Red flags

  • “We don’t share incident details.”

  • No history page (“We have 100% uptime!”).

Verify
Check the status page; note maintenance windows and past incidents. Ask how they communicate after-hours.

6) “Which integrations are native and which require third-party bridges? Is the data bi-directional? Any rate limits or extra fees?”

Why it matters
Integrations drive efficiency; labs, imaging, pharmacy, reminders, payments, analytics. Half-baked sync creates rework.

Good answer
A vendor map with native connectors (e.g., Idexx, reference labs, payment gateways), what’s read vs. write, known limits, and pricing for premium connectors.

Red flags

  • “We integrate with everything” (without specifics).

  • “Coming soon” without dates.

Verify
Ask to see the integration settings screen and a live result (e.g., lab result posting to SOAP). Put timelines into the contract if “coming soon” is critical.

7) “What’s the implementation plan—roles on both sides, data-migration scope, cutover approach, downtime expectations, training hours, and go-live success criteria?”

Why it matters
A clear path prevents painful go-lives. The best veterinary software vendors treat implementation as a shared project, not an afterthought.

Good answer
A written plan with named owners, migration mapping, sandbox testing, dry run, scheduled cutover with time estimates, number of live training sessions, and success metrics (e.g., 90% of staff logged in and completed top tasks).

Red flags

  • “We’ll figure it out later.”

  • All training is “watch videos.”

Verify
Ask for the implementation checklist and a sample project timeline from a similar clinic size and species mix.

8) “How does support work? Channels, hours, response/resolve SLAs, escalation path, and is there a named customer-success manager?”

Why it matters
Support determines time-to-value and long-term satisfaction. Great software + poor support = churn.

Good answer
Multi-channel (chat/email/phone), responses in minutes for P1 issues, published SLAs with credits, clear escalation, named CSM for clinics above a certain size.

Red flags

  • “Email us and we’ll get back to you.”

  • No weekend coverage.

Verify
Open a test ticket or ask to see their support portal. Request support hours in writing.

9) “What’s your roadmap for the next 90–180 days, and what has actually shipped in the last 90? If we depend on a future feature, how is that written into the order form?”

Why it matters
Roadmaps sell dreams. Shipping history predicts the future.

Good answer
A recent changelog, 2–3 near-term roadmap items with date ranges, and willingness to tie critical items to the contract (refund or cancellation if missed).

Red flags

  • “We can’t share timelines” (ever).

  • A massive roadmap but a sparse changelog.

Verify
Skim the release notes. If you’re buying on a promise, write it down with remedies.

10) “How do you measure adoption and ROI post-go-live? What dashboards or reports will prove this to our leadership?”

Why it matters
You’re not buying features; you’re buying outcomes: fewer clicks, faster check-in, better reminder conversion, higher charge capture.

Good answer
Built-in dashboards with task-time, reminder deliver/open/click rates, missed-call recovery, unpaid invoice tracking. Offers a 30-60-90 day success plan with measurable goals.

Red flags

  • “You can export to Excel and figure it out.”

  • No adoption metrics.

Verify
Ask for screenshots of the analytics and a sample success plan.

11) “What accessibility and usability standards do you follow? WCAG 2.1 AA, keyboard navigation, contrast, mobile workflows?”

Why it matters
Your team will live in this tool under pressure. Accessibility improves speed and reduces fatigue.

Good answer
WCAG 2.1 AA contrast, tab-order navigation, readable defaults, mobile-responsive screens, and usability testing with real clinics.

Red flags

  • Tiny fonts, cramped tables, mouse-only actions.

  • “We haven’t had any complaints.”

Verify
Try the workflow with the keyboard only for 60 seconds. Check font sizes and contrast on a standard clinic monitor.

12) “Show us reporting we’ll use weekly: production by provider, missed charges, reminder outcomes, end-of-day reconciliation. Can we build custom reports or export raw data?”

Why it matters
Operational insight is where veterinary software pays off. If reports are rigid, you’ll fight the system.

Good answer
Out-of-the-box reports for key metrics, saveable filters, CSV export, and a custom reporting option (or data warehouse connector) for advanced needs.

Red flags

  • “We’re adding reports soon.”

  • PDF-only exports.

Verify
Have them generate a real report during the call and export it.

13) “What are the contract terms? Initial length, auto-renew notice window, price-increase caps, early-exit options, and what happens if you’re acquired or sunset a module?”

Why it matters
Bad contracts trap good clinics. You need flexibility as your hospital evolves.

Good answer
12-month initial term, 30–60 day renewal notice, cap on annual increases, month-to-month pilot, exit clauses tied to missed SLAs or roadmap dependencies, continuity plans for acquisition/sunset.

Red flags

  • Multi-year auto-renew with 15-day notice.

  • “We don’t cap increases.”

Verify
Request the MSA and highlight renewal and increase sections. Add a continuity clause.

14) “Who are three similar clinics (size/species) we can speak with, and can you share NPS or CSAT trends for the last year?”

Why it matters
Peers tell the truth. References plus a quality metric paint a real picture.

Good answer
Three references (mix of new and seasoned customers), willingness to connect you directly, and aggregate NPS/CSAT with trends.

Red flags

  • Only very new customers as references.

  • No quality measure at all.

Verify
Actually call the references. Ask what surprised them after go-live and what they’d change.

15) “Beyond subscription, what metered charges should we budget; SMS, e-fax, payment processing, storage, API calls? Please show thresholds and typical ranges for clinics like ours.”

Why it matters
Usage fees can dwarf licenses, and vary by month. No clinic likes billing surprises.

Good answer
A simple usage table with unit costs (e.g., per SMS, per e-fax page, processing %, storage/GB), typical ranges for similar clinics, and alerts before you cross thresholds.

Red flags

  • “We’ll true-up later.”

  • Hidden fees for basic APIs or support.

Verify
Ask for a one-pager with unit pricing and alert settings. Bake those numbers into your TCO.

Turning Answers into Decisions (Scorecard + Weights)

You’ve asked the questions. Now translate answers into a decision:

  1. Score 1–5 for each of your scorecard categories (Functionality, Ease of Use, Integrations, Pricing/TCO, Support, Security).

  2. Apply weights that reflect your next 12–24 months (e.g., 2.5× for functionality, 2.0× for integrations).

  3. Write caveats next to each score (“Roadmap feature required by Q1; add clause”).

  4. Pick a winner by weighted total, not by gut feel. If two are within 5%, request a pilot.

Pro tip: If a category is a gatekeeper (e.g., “Must integrate with Idexx bi-directionally”), mark any vendor below 3/5 as fail regardless of total.

Field Guide: 10 Follow-Up Prompts That Surface Reality

When a vendor hesitates or gives high-level answers, try these gentle prods:

  1. “What would make that answer a ‘no’? It’s OK to say it.”

  2. “Can you share a screenshot or link showing that setting?”

  3. “Who on your team can email us the export field list?”

  4. “What did your last P1 incident look like from alert to resolution?”

  5. “If we start next month, what’s a realistic go-live date?”

  6. “What assumptions are baked into that TCO?”

  7. “How many training hours are included? How many do clinics actually use?”

  8. “What’s the most common reason clinics churn, and what have you changed?”

  9. “What metric will prove this is working in 90 days?”

  10. “If we commit, what do you need from us in week 1 to hit the timeline?”

Sample Email Template (Send Before the Call)

Subject: Agenda & Materials for Thursday’s Veterinary Software Call

Hi {{RepName}},

Thanks for taking time with {{Clinic Name}}. To keep Thursday’s 30-minute session focused, we’d love to:

  1. See these 3 workflows end-to-end:
    • Wellness exam → consent → invoice → SMS receipt
    • Repeat prescription → client pay link → reconciliation
    • Lab result → client notify → follow-up reminder

  2. Cover these topics: TCO breakdown (Year 1/3), data export rights/costs, security posture (MFA/SSO, audit logs), uptime/SLA with status page, integrations (Idexx/analytics/payments), implementation plan and training hours, support SLAs, roadmap (last 90 shipped / next 90), contract terms (renewal notice, increase caps), metered fees (SMS/e-fax/payment %).

  3. Receive these attachments after the call: TCO spreadsheet, export field list + sample file, security overview, SLA/uptime link, sample MSA.

We’ll have a practice manager, DVM, and CSR present. If we’re a mutual fit, we’ll move to scorecard review and references.

Thanks!
{{Your Name}}, {{Title}}
{{Clinic Phone}} | vendors@{{domain}}

What to Ignore (Hype That Doesn’t Predict Success)

  • Slide-only AI features with no clinical KPI tied to them.

  • Vanity dashboards no one has opened in months.

  • “We integrate with everything” without clarifying read vs. write.

  • Limited-time discounts that expire “today” (write real prices into contracts).

  • Feature counts (“We have 500 reports!”) rather than the 5 you’ll actually run weekly.

The best veterinary software isn’t the one with the longest feature list; it’s the one that reliably reduces errors, saves staff time, and helps your team deliver better care.

FAQ for Clinic Leaders

Q: How many vendors should we interview?
A: Two to three serious contenders is ideal. Use your Gatekeeper Worksheet to short-list, then run this cheatsheet. More than four vendors typically reduce decision quality.

Q: Should we always demand a pilot?
A: Not always. If two options are close, a month-to-month pilot with clear success metrics is smart. If one platform clearly wins the scorecard and references check out, move to contract with the right clauses.

Q: How do we protect time during the buying process?
A: Use a vendor alias (vendors@) for all outreach, block calendar spam, and consolidate calls to a single weekly slot. Never schedule demos without agenda + deliverables.

Q: Can small clinics skip the security deep-dive?
A: No. Even small clinics process payments and store sensitive client info. Ask the security basics every time.

Q: What about on-prem vs. cloud?
A: Decide based on reliability, cost of ownership, and staff workflow. Cloud often wins on updates and remote access; on-prem can work if you invest in maintenance and backups.

Clip-and-Save: The 15 Questions (Plain List)

  1. Show our top workflow end-to-end clicks and minutes per step?

  2. What’s Year-1 and Year-3 TCO with all fees and add-ons?

  3. Who owns our data and how do exports work; format, timeline, cost?

  4. Security posture (encryption, MFA/SSO, RBAC, audit logs, SOC/ISO, BAA)?

  5. Uptime history and SLA; last 3 incidents; real-time notifications?

  6. Which integrations are native vs. third-party; bi-directional; limits/fees?

  7. Implementation plan; roles, migration scope, cutover, downtime, training, success criteria?

  8. Support channels/hours; response/resolve SLAs; escalation; named CSM?

  9. Roadmap next 90–180 days + shipped last 90; contract remedies if missed?

  10. Adoption/ROI metrics and dashboards; 30-60-90 success plan?

  11. Usability/accessibility standards; WCAG 2.1 AA, keyboard nav, mobile?

  12. Reporting for weekly ops; custom reports; CSV/raw exports?

  13. Contracts: term, auto-renew notice, price-increase caps, exit/continuity?

  14. References like us + NPS/CSAT trends?

  15. Metered charges (SMS, e-fax, payments, storage, API) with thresholds and ranges?

Bringing It All Together (Your Next 7 Days)

  • Day 1: Use the Gatekeeper Worksheet to narrow to 2–3 vendors.

  • Day 2: Send the agenda email with your three workflows.

  • Day 3–4: Run 30-minute interviews using this cheatsheet; record times/clicks.

  • Day 5: Score vendors using your Vendor Scorecard (weights locked).

  • Day 6: Call references; confirm security/uptime/implementation claims.

  • Day 7: Pick a winner or run a short pilot with contract clauses for roadmapped items and exit.

When you evaluate veterinary software this way, you’ll spend less time in demo theater and more time seeing the truth: which platform will save your staff hours every week, increase capture, and improve client communication now, not in some future roadmap.

Bottom line: With a tight agenda and these 15 questions, you’ll separate hype from substance in a single conversation and move your hospital closer to the best veterinary software for real-world care.

Adam Wysocki

Adam Wysocki

Contributor