The VidiVet team
One Million UK Pet Owners Trust Pet Tech App As It Celebrates Fifth Anniversary
2 months ago 
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More than one million UK pet owners have access to an innovative phone app that enables veterinary practices to offer their clients 24 hour a day access to vets for both digital-first triage services and out of hours advice.
As it marks its fifth anniversary, VidiVet is now one of the UK’s fastest growing pet tech companies and has already registered more than two million client interactions, with hundreds of veterinary practices throughout the UK now enhancing their service by offering VidiVet to their clients.
More than three quarters of VidiVet’s interactions result in the pet visiting their vet practice, generating an average revenue of £206 per case, with a net promoter score of 88, demonstrating a world-class level of client satisfaction.
VidiVet was founded by veterinary surgeon Ben Sweeney in 2020. He had spent the previous 12 years working as a vet and seeing first-hand how many clients sought online solutions for their pet’s ailments, through multiple solutions that actively drive clients away from the clinic. The key premise behind VidiVet was to keep the vet clinic at the centre of the customer journey, driving footfall and revenue whilst still delighting pet owners and saving clinic teams time and stress.
VidiVet now has more than 60 RCVS registered vets providing a fully remote digital support team for vet clinics, 24 hours a day, seven days a week. Every vet working for VidiVet is still in clinical practice and has spent at least five years’ working in practice, with an average of 14 years’ experience.
The team also benefit from weekly CPD sessions focused on digital communication and remote case management.
Ben Sweeney explained: “We enable practices to complete the circle of care and augment the services they offer. Rather than us competing with clinics, under our strapline of ‘Just Trust VidiVet’, we continually delight clients, drive efficiencies and deliver revenues.
“We work with clients to determine whether their pet requires emergency treatment and, in most cases, direct them back to the practice at an appropriate time, based on their symptoms. Crucially, Vidivet vets never diagnose or prescribe, meaning they remain totally impartial and all revenues generated from a case go to the clinic.
“To reach our five-year anniversary is a major milestone. Since 2020 we’ve worked hard to generate strong client engagement and become the trusted digital partner for UK veterinary practices, ranging from start-ups to long established groups with multiple sites. This diversity enables us to tailor our services to the individual and unique needs of each practice, which has further enhanced our appeal in the industry.”
VidiVet’s head of veterinary operations, Sarah Holmes, who is also a qualified vet, added: “VidiVet allows practices to deliver a full and comprehensive service that keeps up with the modern trends in pet owner behaviours, as well as simplifying the journey between the client’s initial enquiry and their consultation, with an easy to onboard app.
“VidiVet’s success is built on our ability to provide immediate advice from highly experienced UK based vets who all still work in clinics, and we only select those with exceptional communication and clinical skills. When this is combined with people’s appetite for instant information in a digital age, it gives us a very compelling offering, which is hugely popular with both veterinary practices and pet owners.”
Becky Keeble is a veterinary surgeon at Heritage Vets in Dalkeith near Edinburgh. She said: “It was essential to us as a start-up to provide outstanding client care 24/7. This becomes challenging with only two of you to cover the vet work, and we both have young families. We decided to outsource our out of hours, which only felt possible due to knowing about VidiVet.
“VidiVet provides the excellent client service we expect when we are closed, ensuring our clients get honest, sensible advice, and giving them comfort to wait for their pet to visit their own vet in the daytime when appropriate. Our clients love it and we love the peace of mind it offers.”
Pippa Adams, director at PowisVets in Stourbridge, said: “We have been using VidiVet for four years now and it has been a game changer for our business. The clients love it, the system is simple for our staff and it has really helped our business as we have been growing. We would recommend it to any vet practice.”
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