Smartnet Technologies DOO
Jelene Glavaški 23, 18 000 Niš, Serbia
VAT ID: 110543210 · Reg. No.: 21361011
VAT ID: 110543210 · Reg. No.: 21361011
A full overview of Smartnet Technologies' veterinary telemedicine platform built for IVC Evidensia UK (PawSquad) and extended as eHR solution for PawSquad, deployable as white-label SaaS for any veterinary clinic or network.
Smartnet Technologies DOO is a software development company based in Niš, Serbia: 25+ senior engineers, 25+ years in business. We work with companies across Europe and the US as an independent IT vendor or as an embedded part of their engineering team. Every client we have ever worked with came through a referral. We have never used cold outreach.
Since 2018 we have been designing, building, and operating a production-ready veterinary telemedicine and eHR platform, from the first line of code to a live system serving hundreds of thousands of users today.
What we are presenting here is not a concept or a prototype. It is a platform that has been running in production for years.
Smartnet Technologies: dedicated and exclusive software vendor for PawSquad, the veterinary telemedicine platform of IVC Evidensia UK.
IVC Evidensia is one of the largest veterinary groups in Europe. Their UK telemedicine service, PawSquad, engaged Smartnet to design, build, and scale the entire platform from the ground up.
When the platform reached hundreds of thousands of users and required an architectural redesign for scale, PawSquad (IVC Evidensia) turned to Smartnet again as their sole technology partner.
The same system was subsequently white-label licensed and launched as VetCloud, an independent brand with its own App Store and Play Store presence, from the same codebase.
PawSquad and VetCloud coexist in production today: two separate brands, two separate apps, one Smartnet engineering team behind everything.
VetCloud is our commercially delivered, white-label SaaS platform for veterinary telemedicine. It evolved in parallel with PawSquad (UK), with a strong emphasis on the eHR layer as the core clinical backbone: structured patient records, anamnesis, clinical notes, diagnosis, and a full audit trail, built to meet the needs of veterinary networks, not just individual clinics.
IVC Evidensia is one of the largest veterinary groups in Europe, present in 20+ countries, with thousands of clinics and hospitals across the group. They own two of the leading UK veterinary digital platforms:
PawSquad is the leading UK veterinary telemedicine platform, giving pet owners access to licensed veterinarians via video, voice, and chat, 24/7. Smartnet Technologies, dedicated and exclusive software vendor for PawSquad, designed, built, and scaled the full platform from zero to 350,000+ users in production.
Vets Now: the leading UK service for emergency veterinary care and out-of-hours consultations, one of the most recognised veterinary brands in the UK, fully part of the IVC Evidensia group. Smartnet's role in the Vets Now context was focused on the integration layer: connecting the PawSquad platform with Vets Now's operational workflows and third-party services, not on their internal ERP or CRM systems.
When PawSquad reached scale toward hundreds of thousands of users and required an architectural redesign, IVC Evidensia relied exclusively on Smartnet as technology partner. That system was subsequently white-label licensed and launched as VetCloud, with its own brand, App Store, and Play Store presence.
The platform is organised around six core functional areas:
| Area | What is included |
|---|---|
| Chat & Communication | Async and sync chat; images, video, and documents in messages; typing indicators; one-click escalation to video/voice from an active chat |
| Case / Thread Record | Single case file per patient: all messages, files, recordings, GDPR consents, and reports in one place; audit log of every change |
| Queue, Calendar & Reminders | Real-time waiting queue, scheduling and booking, automated reminders for patients and veterinarians before consultations |
| Integrations & Payments | eHR export, OpenAPI for integration with external PMS/EHR systems, Stripe payments for teleconsultations |
| AI Assistance | Automated report draft, conversation summaries, pre-structured anamnesis, triggered automatically after every consultation, no manual action required |
| Analytics & KPIs | First-response time, remote resolution rate, call fail rate, no-show rate; automated reports per clinic or across the entire network |
Clinics juggle phone, email, and SMS, with duplicate data entry, lost case history, overloaded staff.
Waiting rooms are full; queues grow. ~70% of requests are non-urgent and resolvable remotely, but there is no channel for that.
eHR systems isolated from communication channels; no single case file; GDPR audit trails managed manually or not at all.
Video-first habits, growth of pet-insurance models in Europe, GDPR requirements, price transparency mandates, and more pets per household.
Patient record is opened automatically, or the owner initiates a tele-chat (images, documents, description of the issue)
Automatic assignment or scheduling; veterinarian picks up the case with the full eHR history available
Async or sync chat with file/image exchange; one-click escalation to WebRTC video/voice session with optional recording (consent-gated); or in-practice / home visit consultation documented directly in the platform
Automatic transcription → anonymisation → report draft, anamnesis, recommended actions (versioned); veterinarian reviews and approves
Stripe payment for the teleconsultation → eHR sync via OpenAPI to clinic PMS → KPI / Report API to insurer or network operator (daily/weekly automated)
| Modality | Description |
|---|---|
| Video consultation | Live real-time video call (Twilio Video + WebRTC) |
| Voice consultation | Voice call without video stream |
| Chat consultation | Text exchange with images, video clips, and documents in messages; typing indicators; escalation to video/voice from active chat |
| Async video room | Pet owner records a video; veterinarian responds with an async video reply |
| Session recording | Optional recording of video consultations; async composition pipeline stores the recording for post-consultation review |
The system uses three separate SignalR hubs, each with its own lifecycle and failure model. A failure in one does not affect the others:
Video calls integrate via Twilio Video SDK directly into the native layer (Swift/Kotlin) through Flutter MethodChannel, giving better render quality, a smaller APK, and faster SDK updates.
Production video backend architecture:
X-Twilio-Signature): non-negotiable security step before processing any payloadAt the end of every consultation (video, voice, or chat), the platform automatically triggers the AI processing pipeline:
AI provider is a configurable option (Factory Pattern): ChatGPT, Claude (Anthropic), Azure AI, swappable per deployment, no code changes.
Result: Average report writing time dropped from ~12 min to under 6 min = 56% saving per consultation. For a clinic running 20 consultations/day, that is ~2 hours of freed veterinary time daily.
The platform supports dynamic clinical forms defined on the backend. Three clinical workflows on the same engine:
The clinical team can add and modify forms without a single app release.
| Module | Functionality |
|---|---|
| Patient profile | Species, breed, sex, age, weight, microchip number, vaccination history |
| Anamnesis | Structured symptom and complaint history per consultation |
| Clinical notes | Formatted veterinarian notes for every consultation |
| Diagnosis | ICD-10 or custom diagnosis coding |
| Recommended actions | Follow-up, prescriptions, specialist referrals |
| Documents & media | Upload of photographs, lab results, recordings |
| Session recordings | Archive of recorded video consultations (async composition) |
| Full history | Chronological view of all consultations and interactions |
| Audit trail | Who changed what and when (GDPR / compliance) |
| Severity scoring | Automated pain / mobility scoring per species (cats / dogs) |
| KPI reports | First-response time, remote resolution rate, no-show, satisfaction |
eHR data is isolated per clinic (multi-tenant), encrypted in transit and at rest, GDPR-compliant, hosted on EU cloud infrastructure.
VetCloud is designed from the ground up as a white-label, multi-tenant SaaS:
Deployment options: Azure Cloud (EU regions) · Multi-environment: dev / QA / UAT / production · Per-tenant feature configuration
Pricing and monetisation models are defined per tenant use case. They depend on the deployment model (B2B SaaS, B2B2C, clinic network, insurer), the number of users, consultation volumes, and required integrations. A tailored commercial proposal is prepared for each SaaS partner individually. Contact us to discuss the model that fits your network.
ROI projections are specific to each tenant's operational baseline: consultation volumes, current staffing costs, remote resolution rates, and billing model. We prepare a tailored ROI analysis for every prospective SaaS partner based on their real numbers. Contact us to receive a projection built on your data.
| Parameter | Value |
|---|---|
| Founded | 25+ years in business |
| Location | Niš, Serbia (GMT+1, same as Zagreb and Berlin) |
| Team | 25+ senior engineers, 80%+ MSc / BSc |
| Client acquisition | 100% through referrals |
| Travel | 1–3h from EU capitals, direct flights |
| Overlap | Full working day with all EU markets |
| Engagement model | Dedicated team / Team extension / Custom project / White-label SaaS |
Veterinary reference: IVC Evidensia UK (PawSquad), exclusive software vendor for the veterinary telemedicine platform of one of the largest vet groups in Europe.
Other industries: Telecommunications (EU, Latin America) · Telemedicine (FDA-compliant) · EHR · Medical Device Software · Insurance & Healthcare · Embedded Systems
We adapt the platform for clinic networks, from pricing model to technical integration.
Saša Tančev, CEO, Smartnet Technologies