The Vet Connection
delivering a robust and scalable solution
The Vet Connection is a leading white-label veterinary telehealth provider giving customers access to high-quality veterinary care through digital solutions available 24/7/365. Services include veterinary, behavioural, and nutritional advice via phone, live web chat and two-way video.
The Vet Connection also owns the Vet Phone and Pet GP services and is part of the UK’s largest veterinary group — Pets at Home.
To remain competitive, The Vet Connection aimed to develop an all-in-one virtual animal clinic that offers personalised telehealth via multiple channels. The goal was to replace their legacy CRM with a modern, robust and scalable solution called The Hub.
Client Challenge
In 2019, The Vet Connection engaged a supplier to build The Hub, a new system to replace their outdated CRM. However, the development failed — the project halted after a year due to a dispute. The supplier left no documentation, no product backlog, and no access to demos.
The Vet Connection urgently needed a new strategic partner to:
1. Understand the incomplete development
2. Review the codebase and bespoke database
3. Document the full project process
4. Deliver a live, stable system supporting 90+ services at the heart of the business
This is when The Vet Connection turned to Damia Group for help.
Our Solutions
We deployed a due diligence team to assess the system’s current state by interviewing stakeholders, reviewing the codebase and database, and evaluating whether to complete or replace the build.
Working collaboratively with The Vet Connection, we delivered:
· Full asset assessment (code, test plans, results)
· Agile delivery using Scrum methodology
· Backlog-based feature development
· A robust automated testing suite
· A working MVP
Results
Over 17 months, we successfully developed and delivered The Hub in March 2022. It launched with 90+ services and has experienced no downtime or major failures.
Key outcomes included:
· 563 product backlog items (PBIs) in MS Dev Ops
· 32 Sprints, delivering 336 PBIs and 421 bugs
· Comprehensive automated testing
· Scrum ceremonies (stand-ups, sprint planning and demos, backlog refinement)
· Knowledge library and business documentation
· Non-functional requirements met pre-launch
· Ongoing 24/7 support and issue resolution
· Full-time project manager and delivery timelines
· Weekly status reports
· Product workshops to refine requirements
· Demo recordings to streamline feedback
· Handover documents and related workshops
Conclusion
We’re very proud to have delivered a modern, reliable and scalable platform that supports all operations. The Hub enabled expansion into new service channels like Pet GP and positioned The Vet Connection for future growth.
The new Hub has proved to be stable and enabled the team to work better and faster, providing an overall better customer experience.
Want to find out more about how we can support you in your tech transformation? Let’s talk. Contact us today for a no-obligation discussion.
