Animal HealthLink
Veterinary teletriage support
Practical and safe triage solutions for a modern and sustainable veterinary industry.
Services
- Go-to-market Strategy
- V1
Technologies
- React
- GraphQL
- TypeScript
- PostgreSQL
Opportunity
Animal HealthLink (AHL) was created by veterinary professionals to relieve the demand on an industry burdened by a massive labor shortage. Their quality service was much needed and immediately successful. However, with the company in its early stages their triage process was being done manually. They needed to build a custom solution.
Outcome
We worked with AHL to build a pitch deck that showcases their incredible product-market fit and success. We then conducted market research to outline a roadmap for rapid expansion into international markets, and developed a custom web application specifically designed to support their unique needs.
Customization is key
We created a complete triage process that integrates seamlessly with AHL’s VOIP provider and customer clinic systems. The application utilizes algorithms based on standardized triage protocols to support AHL agents and automatically generates incident reports that go directly to the clinic. It also includes three-way communication over SMS, enabling customers to share images and receive information from agents while keeping clinics in the loop.
Streamlined quality care
The new application automates key aspects of the triage process, including the standardization of protocols and the efficient entry of information. This helps to ensure that all agents are working with the same information and following the same protocols for consistent, high-quality care. The streamlined workflow also reduces the time agents spend entering information, allowing them to focus more on caring for clients. Since transitioning to the new application, AHL is able to support up to 19 on-call veterinary doctors with just 1 AHL nurse vet.
Bringing the focus back to the patient
Thanks to their new automated process, AHL is able to reduce non-urgent calls by 75% for their ER customers. Agents are able to process information faster and more accurately, with a 99.99% safety margin.
Rapidly scaling to meet demand
The custom web application has been a game-changer for AHL. They’ve since expanded into 9 additional Provinces within Canada and 11 States within the US.
"Under tight deadlines and with high expectations, Neon has continued to be a pleasure to work with. They have been supportive throughout the process and ensured that their team had a complete understanding of our vision and needs. The app they created has accelerated our internal efficiency and their expertise in product-market fit and strategy have been invaluable. We will definitely continue to work with Neon as our company grows!"
Leilani Mustillo
Co-Founder and CEO at Animal HealthLink
