Apps · Internal tools · Operations
Edgar
Brand identity, UX journeys, iOS and Android apps, messaging and an internal tool to assign and track requests. Team recruitment and service launch.
Tailored operations & digital tools
We build and run your day-to-day operations
We build your websites, dashboards and operational setup — team, tools, procedures, quality checks and reporting — then run your processes for you.
Tailored to your business · lower cost than hiring · three-month operations commitment, then continue or stop
Build + run
Your tools, your team setup and your daily operations — connected.
01
Calls
02
Emails
03
Cases
04
Follow-ups
05
CRM
06
Reporting
Our model
You delegate. We operate. You stay informed.
01
You delegate
A complete workflow, clear rules and an agreed service level.
02
We operate
Our team receives, checks, follows up, executes and updates your tools.
03
You stay informed
Volumes, turnaround times, quality and issues — without managing the daily work.
Project portfolio
From apps to dashboards. From ideas to working services.
Real projects, with a clear view of our role: design, development, operational setup and ongoing delivery.
Website · Back office · Operations
AVA Care
Identity, website and assistance application form, case-tracking back office, telephony and reporting. A recruited and trained team to run the programme.
Community · Support · Customer insights
Vétérinaire Solidaire
Veterinary-led engagement and moderation, owner support, surveys, panels and conversation analysis to understand customer needs.
B2B podcast · Production · Distribution
Invest in Pet Care
Editorial design, guest sourcing, preparation, audio and video recording, editing and distribution. An end-to-end production workflow.
Platform · Dashboard · Remote advice
Vetassistance · Visio 24/7
Booking, payments, video calls, reports and an administrator dashboard. Veterinary team organisation, scheduling and request tracking.
Recouvrement BTP
Mandates → Follow-ups → CRM → Reporting
Case management · CRM · Reporting
Recouvrement BTP
Centralised tracking of mandates and contracts, email and phone follow-ups, case updates and CRM maintenance, with a real-time operational overview.
See our roleStrategy → Design → Execution
From your idea to a working service.
We clarify the need, design the customer journey and build the tools, team and processes to bring your service to life.
Explore our consulting approachWebsite & dashboard development
A website for your customers.
A dashboard for your operations.
We design and build the digital tools your business needs — from your public website to the workspace your team uses every day. Connected to your existing ecosystem.
Websites & business platforms
Turn your offer into a clear website, with a consistent visual identity and the forms, customer journeys and integrations your service needs.
- Brand identity, art direction and UX design
- Website and platform development
- Forms connected to your CRM and workflows
Dashboards & internal tools
Bring your cases, tasks and reporting into one clear view. Give your team a tool to act, and your managers the visibility to make decisions.
- Case tracking, status updates and action queues
- Dashboards for volumes, timelines and quality
- CRM connections and workflow automation
Scope → Design → Build → Test → Launch
Discuss a website or dashboardThe challenge
Admin and back-office work are not your core business. But they still need to run.
Hiring is a big commitment when you are not sure about the workload, the long-term need or the cost. And running an administrative department is not what you set out to do.
You want cases to move forward, follow-ups to happen, your CRM to stay current and customers to get answers — without managing it all yourself.
Why hiring can be a difficult decision
Hiring means committing to salary, employment costs, training and management before you know whether the need will last.
If that person leaves, you have to rebuild. Meanwhile, your business cannot wait.
What you need
A ready-to-run setup: an established team, procedures, tools and quality checks. You do not have to build, train or manage it yourself.
What you can delegate
Your CRM, tickets, cases and calls can move forward without another internal hire.
We take a defined scope, turn it into daily operations and report back to you. You keep the business decisions; our team executes, checks and follows through.
Manage your CRM
Update records, statuses and next actions so your team can rely on accurate data.
Track your tickets
Receive, qualify, assign and follow each request through to resolution.
Move your cases forward
Check documents, request missing information, follow up and keep every case current.
Handle your calls
Handle incoming calls, make outgoing calls and log every conversation.
Improve your data
Enrich your databases, correct records and apply your validation rules.
Deliver your reporting
Track volumes, turnaround times, actions, issues and outcomes in a clear dashboard.
Run your support
Provide remote advice, customer support, community engagement and moderation.
Handle your administration
Manage emails, calendars, documents, follow-ups and recurring administrative work.
The team behind your operations
Operators, senior specialists and managers ready to take over.
Not an isolated individual, but a supervised team trained in your procedures and ready to handle your workflows in your tools.
Delphine Behmann
Head of Operations
Team management, staffing, scheduling and quality control
Ziberilna Rabe
Back-office Operations Manager
Team supervision and production quality checks
Huguette Dilaberdina
Back-office Manager
Operations management and monitoring
Maria Zadika
Back-office Manager
Inbound call management
Acacia Tsilli
Senior Back-office Operator · Veterinarian
Remote advice and community management
Sofia Mondstaryza
Senior Back-office Operator
Case management and administrative operations
Jean Kifousi
Senior Back-office Operator
Case management and administrative operations
Lina Ramadofi
Back-office Operator
Inbound and outbound calls
Ismael Rzadika
Back-office Operator
Case management and administrative operations
A versatile team with shared standards
Everyone works with shared procedures, operational supervision and regular quality checks.
Operational supervision and quality control
Google WorkspaceMicrosoft 365Data labellingDatabase enrichmentCRMCase tracking and checksInbound and outbound callsReportingOperations oversightAdministration
Meet our design and oversight team in France
Blandine Leroux
Advisor · Product Manager & Product Owner
Germain Michou-Tonning
Advisor · Operations
Nicolas Chériot
Advisor · Coach UX
Benjamin Hardy
Advisor · Biloba
Jonathan Martinot
Advisor · Production
Mohamed Ould-Chikh
CEO · Vetassistance Ops
Our work in practice
Two services we built from scratch — and operate today.
We do more than take over existing tasks. We can start from a blank page: scope the service with you, build the tools, recruit the team and run daily operations.
Case study
A national veterinary care assistance service, built from the ground up and run by our teams.
The client came to us with a vision. We built the identity, tools, process and team. Today, we coordinate owners and clinics, validate cases, handle invoicing, track payments and follow up.
Phase 1 — Build
What we built for the client
Brand & identityWebsite & platformRequirementsProcessesRecruitmentTelephonyReportingQuality
Explore each part of the setup
Brand & identity
Visual identity and art direction for the service.
Website & platform
Design and development of the website and case-handling tools.
Requirements
Functional and organisational specifications for the service.
Processes
Definition of every step, rule and exception with the client.
Recruitment
Selection, training and development of the dedicated team.
Telephony
Setup of phone lines, call queues and scripts.
Reporting
Dashboards for volumes, turnaround times, quality and issues.
Quality
Checks, documented procedures and escalation management.
Phase 2 — Run
What we handle every day
- 01Receive the request from the owner or clinic
- 02Open the case and check the documents
- 03Coordinate with the clinic and track approval
- 04Handle invoicing and track payment
- 05Update the case and report to the client
The client does not manage tools, staffing or follow-ups. They monitor results and make business decisions.
Case study — Recouvrement BTP
Mandate tracking and follow-ups
A central view of every mandate, its next action and everything already completed.
The process we handle
Track sent mandates
Check contracts
Send follow-up emails
Make follow-up calls
Update cases
Keep the CRM current
Log every action
Provide a real-time overview
Our solution
You give us the workflow. We run it from start to finish.
Before
- Requests spread across inboxes
- Tracking in separate spreadsheets
- Follow-ups depend on staff availability
- Manual checks and reporting
With Vetassistance
- 01One team receives requests
- 02Agreed rules qualify them
- 03Each case is checked
- 04Follow-ups are completed
- 05Your tools stay up to date
- 06You monitor and decide
You keep business decisions and sensitive exceptions. We take responsibility for daily execution and the quality of the process we define together.
Our responsibility
You delegate the process. We move it forward every day — and report back.
Receive and qualify
We handle requests received by email, phone, forms or business software.
Create and check
We open cases, verify information and identify missing documents.
Follow up and coordinate
We contact customers, partners and providers to move each case to its next step.
Execute and update
We carry out agreed actions and keep your CRM, cases and statuses up to date.
Check quality
We apply agreed rules, review sensitive cases and manage escalations.
Monitor and report
You track volumes, turnaround times, issues and work in progress.
Why Vetassistance
A ready-built operational setup, instead of another role to fill.
You give us a scope, clear rules and an expected service level. We organise the team, tools, checks and reporting needed to deliver the result — without adding people for you to manage.
Ready to connect
An established team, tools and procedures connect to your workflow, rather than being built internally.
Controlled costs
Lower cost than hiring: you pay for managed delivery, not a salary, employment costs and management overhead.
Predictability
Written rules, quality checks and managed turnaround times. The service does not depend on one person.
Control
You keep decisions and track volumes, turnaround times, quality and issues. We own execution.
Your team gets time back. Your cases move forward every day. After the initial three months, you are free to stop if the results are not there.
People + technology
AI sorts and prepares. People decide and make the calls.
Automation prepares the work. Our teams handle what needs understanding, conversation and judgement — and take responsibility for the outcome.
Technology assists
- Classify requests
- Extract information
- Identify missing documents
- Prepare updates
People take responsibility
- Understand the situation
- Call and coordinate
- Handle exceptions
- Check and escalate
Your ecosystem
We connect to your tools. You do not need to change them.
Keep your existing tools. We connect to them to receive requests, execute tasks, update records and report back.
Connection, not migrationn
We work within your ecosystem: reading, updating, synchronising and automating where your data already lives.
- Figma
- Google Workspace
- Meta
- HubSpot
- Aircall
- Notion
- Slack
- Airtable
- n8n
- Claude Code
Beyond this list, we adapt to your business software and existing integrations.
Getting started
Understand, build, test, run — then keep improving.
We move into operation step by step. Each stage produces a verifiable result before the next begins.
Understand
We review your workflows, volumes, exceptions, tools and current responsibilities.
Deliverable: a process map and agreed scope of responsibility.
Build
We define procedures, roles, access, checks and your dashboard.
Deliverable: a documented setup, a trained team and a ready environment.
Test
We handle a limited scope, check each step and refine the rules with your team.
Deliverable: a process validated against real situations.
Run
Our team handles the daily workflow, follow-ups, updates and escalations.
Deliverable: a live service with regular monitoring.
Improve
We analyse friction, automate suitable tasks and improve the service.
Deliverable: an improvement plan grounded in real operations.
Frequently asked questions
What clients ask before getting started.
Recurring administrative and back-office processes that take up your team's time: receiving and qualifying requests, managing cases, following up, coordinating, updating tools and reporting. We agree on the exact scope together before starting.
Next step
Let's talk about your operations or your next digital project.
Tell us what you need to run or build. We will explore your workflow, website or dashboard and define a clear scope together.
Your workflow or digital project
The scope we could run or build
A practical starting point