Who We Are
Smartnet Technologies DOO is a software development company based in Niš, Serbia, with 25+ senior engineers and 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.
Reference Client - IVC Evidensia UK: PawSquad & Vets Now
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 & PawSquad - What We Built
VetCloud - White-Label Veterinary Telemedicine Platform
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.
PawSquad & Vets Now - Exclusive Software Vendor for IVC Evidensia
IVC Evidensia is one of the largest veterinary groups in Europe, present in 20+ countries, with thousands of clinics and hospitals across the group.
PawSquad is the leading UK veterinary telemedicine platform. Smartnet Technologies designed, built, and scaled the full platform from zero to 350,000+ users in production.
Vets Now is 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.
MVP Features - Overview
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 |
Value by Stakeholder
Clinics & Networks
- More cases handled per day without expanding premises. Tele-slots fit between physical appointments
- Less phone overload, as administrative requests deflect into chat
- Standardised reports. Every consultation has the same structured format
- Centralised eHR across the network. Patient history available to all vets at every location
- Real-time KPIs: first-response time, resolution rate, no-show, satisfaction, call fail rate
Pet Insurance (B2B2C)
- Controlled first contact & triage. Both clinic and insurer see every case
- Fewer unnecessary visits. Around 70% of cases are resolvable remotely
- Daily/report API, with automated reports on volumes, case types, and outcomes
- B2B2C pricing model: monthly per-insured package or consultation bundles
Pet Owners
- Fast access to veterinary advice. No waiting room, no travel for non-urgent issues
- Full case history in one place: complete eHR, reports, transcripts, and images from a single app
- Multilingual support. The platform adapts to the market language
Problems We Solve
Fragmented Communication
Clinics juggle phone, email, and SMS, resulting in duplicate data entry, lost case history, and overloaded staff.
Limited Capacity
Waiting rooms are full; queues grow. Around 70% of requests are non-urgent and resolvable remotely, but there is no channel for that.
Missing Integrations
eHR systems isolated from communication channels; no single case file; GDPR audit trails managed manually or not at all.
Why Now?
Video-first habits, growth of pet-insurance models in Europe, GDPR requirements, price transparency mandates, and more pets per household.
What Our Solution Offers
- Unified platform for synchronous and asynchronous care: chat, video, voice, and async video in one system. No switching between tools
- Case / Thread file: all messages, files, recordings, GDPR consents, and payments tied to one case with a complete audit log
- WebRTC video/voice + one-click escalation from chat. Transition from text to video without leaving the consultation. Recording with patient consent
- OpenAPI / eHR integrations. The platform connects to existing clinic PMS and eHR systems. Data is synchronised, not duplicated
- Stripe payments: teleconsultation billing, refund workflow, per-tenant price lists, reports
- Automated KPI reports to partners, via daily/weekly report API for insurers and network operators
eHR User Flow - From First Contact to Report
Full Feature List
1. Consultation Modalities
| 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; 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 |
2. Portals & Interfaces
Pet Owner (Consumer) Portal - web + mobile apps
- Registration and management of pet profile (species, breed, age, weight, health history)
- Initiating consultations (video / voice / chat / async video)
- Queue system: real-time wait for an available veterinarian
- View consultation history and medical records
- Download reports and consultation transcripts
- Payment via Stripe
- Multilingual support (frontend localisation with no backend changes required)
- Native iOS and Android apps
Veterinary Expert Portal (Angular)
- Queue management
- Conducting consultations in all modalities (video / voice / chat)
- Creating and signing clinical notes
- AI-generated report draft after every consultation (for review and approval by the vet)
- Pre-structured anamnesis, diagnosis, recommended actions
- Full patient history view
- Calendar and scheduling; automated reminders for patients and vets
- KPI analytics and reports: first-response time, remote resolution rate, call fail rate, no-show, satisfaction
- Automated reports per clinic or across the entire network (daily / weekly / monthly)
Admin Portal
- Clinic and user management (multi-tenant)
- Configuration of consultation types and workflows
- AI provider selection (ChatGPT / Claude / Azure AI - Factory Pattern, no code changes required)
- Branding and white-label settings per clinic or clinic network
- Billing and Stripe integration
- OpenAPI: integration with external clinic PMS / eHR systems
- eHR export: data export in standard formats
3. Real-Time Infrastructure
The system uses three separate SignalR hubs, each with its own lifecycle and failure model. A failure in one does not affect the others:
- Chat Hub: synchronous and asynchronous message exchange within a consultation
- Queue Hub: real-time queue position tracking, notifications, "vet is ready" signal
- Async Video Rooms Hub: lifecycle management of async video consultation rooms
Video calls integrate via Twilio Video SDK directly into the native layer (Swift/Kotlin) through Flutter MethodChannel, providing better render quality, smaller APK, and faster SDK updates.
Production video backend architecture:
- Twilio is treated as an isolated external transport, not a foundation. Every room, session, and participant is immediately written to the local database (source of truth)
- JWT access tokens with short expiry, per-room scope, identity validation, and reserved-word blocklist
- Multi-tenant isolation: every tenant has its own API credentials and DB scope
- Webhook validation (
X-Twilio-Signature), a non-negotiable security step before processing any payload - Two independent background workers for the async composition pipeline of recorded sessions
- Real-time push to session coordinator via SignalR (no polling)
4. AI Integration - Post-Consultation Processing
At the end of every consultation (video, voice, or chat), the platform automatically triggers the AI processing pipeline:
- Transcription: automatic transcription of audio/video stream to text
- Anonymisation: all personal identifiers are removed before sending to the AI service (GDPR compliant, audit trail)
- AI processing. It generates: full consultation transcript, structured summary of key points, anamnesis (symptoms, history, owner's description), proposed diagnosis and recommended actions
- Veterinarian reviews and approves. AI eliminates the blank page and manual transcript review. It does not replace clinical judgement
AI provider is a configurable option (Factory Pattern): ChatGPT, Claude (Anthropic), Azure AI, swappable per deployment. No code changes required.
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.
5. Clinical Questionnaires & Health Assessment
The platform supports dynamic clinical forms defined on the backend. Three clinical workflows on the same engine:
- Standalone health trackers, accessible from the pet profile (weight, pain, mobility tracking)
- Pre-consultation assessment, embedded in the Talk to Vet booking flow
- Mobility evaluation: species-specific pain scoring (different formulas and scales for cats and dogs)
The clinical team can add and modify forms without a single app release.
6. Veterinary eHR - Electronic Health Records
| 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.
7. Multi-Tenant & White-Label Architecture
VetCloud is designed from the ground up as a white-label, multi-tenant SaaS:
- Every clinic or clinic network gets its own isolated environment
- Own branding (logo, colours, name, app store listing)
- Own OAuth clients, Stripe account, Sentry projects
- Separate iOS and Android apps from a single Flutter codebase (proven in production: PawSquad v4.0.9 and VetCloud v1.0.0 coexist)
- Adding a new tenant: estimated effort under 2 days (if backend is configured)
Deployment options: Azure Cloud (EU regions) · Multi-environment: dev / QA / UAT / production · Per-tenant feature configuration
8. Payments, Monetisation & Pricing Models
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.
9. ROI Calculator
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.
10. Security & Compliance
- HTTPS-only communication end-to-end
- OAuth2 / OIDC authentication
- Twilio webhook validation (HMAC-SHA1 signature, replay protection)
- Data anonymisation before AI processing (GDPR by design)
- Encryption in transit and at rest
- Retention policies and consent management
- Complete audit trail of all changes
- EU cloud hosting. Data stays in Europe
Technology Stack
- .NET 10 (C#)
- RESTful API
- SignalR / WebSockets
- OAuth2 / OIDC
- EF Core 10 (multi-provider)
- SQL Server / MySQL / PostgreSQL
- Azure Cloud (EU) · Docker
- Angular 16 / 21
- TypeScript
- Flutter (cross-platform)
- Swift (iOS native)
- Kotlin (Android native)
- BLoC Pattern
- Multilingual localisation
- Twilio Video
- Twilio Router
- WebRTC
- SignalR (3 hubs)
- Flutter MethodChannel
- Background workers
- JWT token auth
- OpenAI (ChatGPT)
- Anthropic (Claude)
- Azure AI
- Factory Pattern (swappable)
- Stripe
- Sentry
- Azure DevOps / CI-CD
Why Smartnet?
| Parameter | Value |
|---|---|
| Founded | 25+ years in business |
| Location | Niš, Serbia (GMT+1 — same as Zagreb, 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
Smartnet Team