Case study • Healthcare • Virtual Veterinary Care
50% Retention Growth with a Governed, Scalable Virtual Vet Platform
We helped the global leader in virtual veterinary care evolve from a transactional model into a governed, scalable platform. By embedding safe escalation logic, defining triage ownership, and enabling recurring revenue streams, we improved care access, reduced unnecessary ER visits, and established a framework where product leaders could confidently scale.
Success Highlights
Key Details
Industry: Pet Health / Virtual Care Geography: United States
Platform: Web & Mobile Virtual Care System with Role-Based Triage Engine, Centralized EHR Store, and Subscription Billing Integration
Business Challenge
The platform was growing fast, but scale posed risk. Without structured escalation, role clarity, or cost-per-case visibility, the business lacked a framework to decide whether to scale, pause, or pivot.
With revenue tied to one-off consults, leadership lacked visibility into recurring value.
Our Solution Approach
We implemented a control-layer for operations — building measurable guardrails, triage ownership, and economic signals to support scale.
1 · Discover
Map Escalation Gaps & Ownership Gaps
We audited care workflows across devices to identify undefined handoffs, poor escalation visibility, and inconsistent triage responses.
2 · Consolidate
Standardize Multi-Device Access & Workflow Ownership
We built a unified platform across mobile, web, and tablet. Assigned roles (operator, licensed vet) and created logic-based escalation flow.
3 · Automate
Embed Guardrails into Triage &
Record Systems
We introduced a smart triage layer that enforced escalation thresholds, centralized pet data, and ensured safe handoffs — reducing rework and manual follow-ups.
4 · Accelerate
Launch Subscription Plans & Define Operating Metrics
We deployed tiered wellness plans for recurring revenue. Added a reporting layer to track cost-per-case, escalation rates, and engagement — giving leadership data to decide when to scale.
Technical Highlights
Role-based access control (RBAC) implemented across operator, vet, and admin workflows to enforce escalation boundaries and data security
Event-driven triage engine built using rules-based logic to auto-prioritize cases and assign escalation paths based on urgency and metadata
Real-time chat infrastructure using WebSocket-based messaging for seamless 24/7 support across mobile, web, and tablet interfaces
Subscription management system integrated with secure payment gateway APIs, featuring webhook-based billing event tracking
Analytics and reporting layer built on a distributed log pipeline, aggregating triage volume, session duration, and escalation outcomes for leadership dashboards
Psuedocode// Event-Driven Triage Escalation Logic
def handle_incoming_case(case):
if case.urgency == “high”:
assign_to(“licensed_vet”)
elif case.type == “follow_up”:
schedule_with_previous_vet(case.pet_id)
else:
assign_to(“trained_operator”)
log_case_event(case.id, status=”assigned”, timestamp=now())
Business Outcomes
Established a scalable, governed operating model for virtual care — giving product leaders the ability to scale with confidence.
50%
Higher User Retention:
Centralized care history and consistent access encouraged long-term platform use.
20-40%
Reduction in ER Visits:
Guardrails prevented unnecessary escalations and improved triage resolution.
30%
Faster Access to Care:
Always-on triage and automated routing improved user satisfaction and lowered wait times.
Defined “safe to scale” metrics: cost-per-case, rework %, time-to-resolution
A live dashboard that enables scale/pause/pivot decisions at the leadership level
Want to Build a Virtual Care Platform That’s Ready to Scale?
Let’s talk about triage logic, escalation design, and measurable workflows that make scale a board-level “yes.”