The Kennel at Arbor Lane

Since its beginning in the 1960s on the Moffitt family farm, The Kennel at Arbor Lane has been providing heartfelt and dedicated care for pets on the south side of Indianapolis.

Chris Tilson’s mom, Kathleen's, passion for animals led her to transform an old horse barn into dog runs. Now, over 60 years later, Chris continues to lead the kennel and provide unmatched care for pets. Spanning over 15 acres, it offers boarding services, spacious accommodations with indoor and outdoor areas, private outdoor patios, and personalized attention.

Al builds Kathleen 3 dog runs
(That's the old kennel on the right)

The Kennel at Arbor Lane’s facility is more than just a service provider; they are home to countless pets and a trusted partner for their owners. This enduring legacy has cultivated a deeply loyal client base that has, over time, outgrown its physical capacity.

Despite its excellent facilities and services, Arbor Lane’s legacy booking and management systems made the everyday operations of the kennel strenuous. Managing both offline and online bookings required the front desk staff to check availability across multiple systems and often had to involve Chris Tilson, their VP of Operations, in the process simply to confirm openings. This meant both Chris and the front desk staff were frequently involved in booking management tasks, taking valuable resources away from customer service. On top of the manual work required, no-shows were a common issue, forcing the kennel to book up to 130% capacity as a precautionary measure, which created additional stress and operational complexity. Chris knew there was room to improve the customer experience, particularly around the front desk and booking experience. He turned to Goose for a software management system that would take Arbor Lane to the next level.

Implementing Goose revolutionized The Kennel at Arbor Lane’s operations. The centralized system streamlined booking management, integrating both offline and online bookings into a single platform.

“The ability to maintain control over all reservations happening at my facility... it got everybody on the same page.”

Chris Tilson   |   Founder

This eliminated the need for manual checks and reduced the dependency on Chris for confirmations. The user-friendly interface meant staff could quickly adapt with minimal training, enhancing operational efficiency.

The Kennel at Arbor Lane Staff

With Goose’s centralized booking system in place, Chris and his front desk staff found their daily operations transformed. No longer bogged down by the tedious task of manual booking checks, the staff could shift their focus to what they do best—providing exceptional customer service. Automated processes handled the bookings, meaning Chris didn’t need to be involved in every decision, freeing up his time for more strategic tasks.

The efficiency gains didn’t stop there. Goose enabled a more streamlined booking process that significantly reduced the need for overbooking.

By taking deposits upfront and automating cancellation policies, the kennel saw a dramatic decrease in no-shows and last-minute cancellations. This allowed the staff to focus on enhancing the quality of each booking rather than merely filling slots.

One of the most impactful changes came from Goose’s revenue management tools. These tools allowed the kennel to optimize pricing and manage demand with precision. The ability to automate and control reservations not only streamlined operations but also boosted financial performance. Increased profitability followed, enabling Chris to offer bonuses to his dedicated employees and reinvest in the business, paving the way for continuous improvement and growth.

Implementing Goose not only helped improve Arbor Lane’s business but also significantly impacted the lives of the people working there.

The centralized booking system and advanced revenue management features have streamlined operations, reduced no-shows, and enhanced the quality of bookings.

This transformation has led to increased profitability, allowing Chris and his team to enjoy the fruits of their hard work. The front desk staff, once bogged down by manual booking processes, now enjoy a more efficient and less stressful workday. The seamless transition to Goose has made their jobs easier, requiring minimal training and effort to adapt. This has led to higher job satisfaction and a more cohesive team environment.

Customers across every segment have felt the positive changes too. They now enjoy the flexibility and convenience of booking online with instant confirmation, providing peace of mind and ensuring their pets are well taken care of.

Long-time customers, who might typically shy away from technology, have embraced this new system with enthusiasm. Chris recalls one customer saying, “This is the best thing you ever did”, highlighting how the improvements have touched every aspect of their service.

The success of The Kennel at Arbor Lane is a testament to the dedication and passion of its people. Chris, his family, and the entire staff have worked tirelessly to create a welcoming and efficient environment for both pets and their owners. With Goose, they have not only optimized their business operations but have also enhanced the overall experience for everyone involved. This solid foundation sets them up for continued success and growth, ensuring that Arbor Lane remains a trusted name in pet care for years to come.