Vetic - Friendly neighbour hood clinic

Pet Care Reimagined

Who is Vetic, What do they do & who are their ideal ICP’s 

Vetic [Vay-Tik], is in the Business of Pet Care & a stop shop and India’s first tech-driven pet clinic chain powering trusted veterinary care.

Vetic will have 3 different ICP’s 

1. New Pet parent

2. Family with Multiple pets

3. Professional Pet Breeders and Trainers

ICP - The New Pet Parent:-

Who do we call a new Pet parent - Towards the end of the Pandemic or post-pandemic we did see a lot of new Pet parents, this was to cope with the stress or have a new friend in the house. There could also be where children want a pet & the parents have obliged or agreed.

As a new Pet Parent, you want to love & pamper your pet & hence you search for the best clinic for your pet. - Now let us get to know them better:-

ICP - JTBD

Primary Goal

1. Functional goals:
2. 1. To get guidance or get obtainable information about their pet, also to track all records like vaccination, and progress for their pet at a single location
   2. To get guidance on the initial stages on what is pet parenting, on pet training, which can include basic commands and also teach the pet who is the Alfa male in the house

Secondary Goal

2. Personal goals:
3. 1. Enjoys outdoor activities - Walks, Sunday park activities which are pet-friendly [ Cubbon Park]
   2. Active on social media, Instagram, and Twitter, where Padmini follows other pet owners, and pet influencers and sometimes seeks advice from the community that she has been a part of
   3. Signs up when there are pet events or meet, take the pet for lunch with family that are pet-friendly restaurants

3. Social goals:
4. 1. Can be very small that in the initial days to show their pet off on Social media

4. Financial goals:
5. 1. You don't put a price on family :-)

ICP - Family with Multiple pets:-

Who do we call a Family with Multiple pets:- These are parents who have graduated to become experienced parents and as they have gotten used to how to manage a pet and with that joy they bring a new pet into the house which automatically brings them to my ICP - 'The Fur Family"

ICP - JTBD

Primary Goal

1. Functional goals:
2. 1. · To manage the health/care of multiple pets is a priority, ensuring each pet receives proper attention and treatment.

Secondary Goal

2. Personal goals:
3. 1. Sign up when there are pet events or meet, and take the pet for lunch with family that are pet-friendly restaurants.

3. Social goals:
4. 1. N/A

4. Financial goals:
5. 1. · To manage their pet-related expenses effectively.

ICP - Professional Pet Breeders and Trainers -

Who do we call Professional Pet Breeders and Trainers?

These are ICP who have been in teh business [family] or who have recntly strated their busness as a pet trainer or breeder. this ICP has grown over the past few years with teh demad of pets across

ICP - JTBD

Primary Goal

Financial Goal

4. 1. To generate sales showcasing high quality and track all vaccinations provided for the pets as owners who purchase check these
   2. Track expenses on veterinary care and pet supplies.

Social Goal

1. Engage with breeders, trainers, and other professionals from the same industry and share best practices and knowledge

Secondary

Personal Goal

1. Fulfilling and achieving their passion of being a Breeder or Trainer

Functional Goal

1. Ensuring the pedigree of the pets is maintained to the standards through Vetcare and required food supplies

How Vetic Can Help All ICP's:-

· Vetic covers topics such as basic care, training tips, and nutrition advice.

· User-friendly mobile app and on the go schedule a vet appointments, single click can acces the health records, and receiving timely reminders for vaccinations for all the 3 ICPS

· For Vetic the users who sign up come as a greate database, Vetic can create a detailed customer persona and provide insights, create a journey map by checking the users history, lifestyle, and goals. This can also be done via a simple feedback survey ans this will directly help Vetic tailor the communication startergies and sales

o Ex:- Jan 26 – discount sale

Vetic user flow

Activation Metrics

Customer Satisfaction Score (CSAT)/NPS Net Promoter Score:

Hypothesis: Regular surveys or feedback forms can be used to collect customer feedback and calculate the CSAT & NPS scores

Reasoning: A high CSAT & NPS score reflects high levels of satisfaction among pet owners, indicating effective services provided

Sign up to purchase in 1 week:

Hypothesis: Users who sign up and make their 1st purchase are more likely to retain

Reasoning: Users who sign up explore the platform and see the benefits/discounts of products during checkout and are more likely to come back to purchase more

Repeat Visit Rate:

Hypothesis: A high repeat of customer showcases customer loyalty and satisfaction and with the quality of services provided

Reasoning: Satisfied customers are more likely to return for additional services or follow-up appointments, which indicates loyalty and product adoption

Signup User to Paid Membership: Convert 10 users to members in 30 days

Hypothesis: Users who sign up and utilize the features and services are more likely to convert to paid membership.

Reasoning: By signing up and utilizing the features and services [discounts], the users demonstrate an initial interest and intent to utilize the platform, indicating a potential willingness to invest in a paid membership for access to premium features – which will get them additional benefits & discounts.

Customer Lifetime Value (CLV):

Hypothesis: Customers who continually engage in using the application and this is over a period of a months, these users/customer are more ikely to generate higher revenue.

Reasoning: I do not have a single reasoning for this; over my years of experience I have see this – the more the usage the more revenue generated

Customer Churn Rate:

Hypothesis: user who stops using the application or they has been no traction on the platform for >20 days is more likely to churn

Reasoning: Churn is the biggest impact to revenue and if Vetic does see decrees in user app usage, they need to identify and act on areas of improvement where CSAT & retention stratergies are involved

Product Reviews

Apart from the reviews seen during download i have not seen anyfurther customer reviews

Additional Metrics

1. User Logins Day & week wise - for locations - thsi can help Vetic understand where higher number of user are
2. Net revenue retention
3. Gross Revenue Retention