IDEXX Laboratories · Veterinary Tech · Internal Tool
VetMedStat
Admin Tool
Designing a comprehensive internal platform for customer support, employee management, billing, security, and system settings — so the teams running VetMedStat and VMS18 could do their jobs without friction.
The Problem
Two complex platforms — no dedicated tool to manage either
IDEXX's Telemedicine team managed both VetMedStat (clinic-facing) and VMS18 (specialist-facing). As these platforms grew, the customer support and internal operations teams had no centralized tool to manage day-to-day work spanning both sides.
The admin tool needed to serve multiple internal teams with very different needs — support reps handling case issues, HR managing specialist accounts, billing teams processing discounts, security teams managing access, and system admins configuring platform-wide settings.
Project Goal
One tool. Five teams. Zero friction.
Allow all internal support staff to easily and quickly manage VetMedStat & VMS18 administrative tasks from a single, well-organized interface. The five key sections of the tool:
- Customer Support — merge cases, reassign specialists, apply discounts, view internal notes
- Employee & Specialist Support — manage accounts, onboard and offboard specialists
- Billing Support — handle financial tasks, discounts, and payment reconciliation
- Security Support — manage access levels, permissions, and security events
- System Settings — platform-wide configuration including the premium case system
The Final Design
Built for speed and clarity
Case List
The case list view gives support staff a fast, scannable overview of all cases across both platforms — with filtering, search, and the ability to take action without leaving the view.
Case list view: scannable, filterable, actionable at a glance
Case Detail
The case detail view gives support staff everything they need to resolve an issue — full case history, internal notes, specialist assignment, and action controls — all in one place, without switching context.
Case detail view: everything a support rep needs without switching tabs
Overflow Rules
The overflow rule configuration screen lets support teams manage case overflow during specialist downtime or unexpected surge periods — routing cases intelligently so nothing falls through the cracks.
Overflow rule configuration: manage specialist coverage gaps without manual intervention
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