In light of International Women’s Day, we shine the spotlight on Singapore-based female entrepreneurs who have pivoted and adapted their businesses due to Covid-19 and brought about positive change to our lives.
Caring for a pet is no mean feat, especially when the beloved pet in question falls ill or gets injured. And that’s when mobile veterinary services and teleconsultations come in handy — they aren’t just for time-strapped owners, but an alternative for easily stressed pets, too.
During the Circuit Breaker, particularly, while vet clinics were considered essential services, many pet owners were unable to bring their pets in, unless it was for an emergency or for a non-elective procedure. This saw an uptick in the demand for digital pet services.
Launched in 2019, online pet healthcare provider ZumVet connects pet owners with a network of vets across the island and offers teleconsultations through its in-app video platform as well as house calls and delivery of medicine.
Athena Lee, 39, is one of its co-founders and CEO, together with COO Grace Su. With a background in finance, the former CEO of Doctor Anywhere, a Singapore-based telemedicine platform, jumped on the idea of creating a digital veterinary platform after her own pet came down with a UTI infection.<img alt="" data-caption="Athena with one of her cats.
PHOTO: The Singapore Women’s Weekly” data-entity-type=”file” data-entity-uuid=”a41dfb1d-73e0-4416-a3b3-9c8c4476087d” src=”/sites/default/files/inline-images/20210309_athenawithoneofhercats_tsww.jpg”/>“As a first-time pet owner and busy professional, I found it difficult to juggle the demands of work and being a responsible pet owner — in fact, I had let my cat go undiagnosed with a UTI infection for over a year, thinking that she just had a love-hate relationship with the litter box.
There’s so much information to consume especially on the Internet that decision-making for a pet owner is not necessarily easy. We wanted to create a platform that offers easy access to a reliable source, and empowers pet owners to make good everyday decisions. Our mission is to make responsible pet ownership possible and achievable on a larger scale.”
She tells us more about mobile vet services, how the pandemic has impacted the business and pet care, and moving forward in times of crisis.
What has been most challenging about mobile vet care?
https://www.instagram.com/p/CMJLpr2Db3t/?utm_source=ig_embed
Athena Lee (AL): Veterinary care is a fragmented industry here in Southeast Asia, operating within a very traditional framework. Other countries such as the US and UK are way ahead of us in terms of their progression of pet care.
Being the first players in the SEA market has been challenging in developing a consumer-first, remote-care solution as most clinics and vets were initially resistant to the idea — but consumers were looking for a solution like us that made accessing a vet much easier.
70 per cent of pet owners hadn’t been to the vet in a year citing inaccessibility! Having a solution like ours encouraged them to seek help earlier from a professional.
What are the advantages and limitations of mobile vet services and teleconsultations?
How Remote Vet Chats Can Unmask Hidden Pet Health Issues
Remember that time when my cat seemed to be dealing with an undiagnosed UTI? Turns out I was missing the bigger picture. While my kitty might have seemed “just a bit under the weather,” she was actually sending subtle “help” signals that I didn’t catch until after a live video chat with a vet.
During that session, the vet put the pieces together: she needed more than a quick tip—she needed a full-on clinic visit and tests.
Within the same afternoon, the vet typed a referral letter, and I was carrying her into a clinic – smooth as a cat’s leap, if you ask me.
Why Tele‑Health Is Your Pet’s Secret Weapon
- First touchpoint: you and your pet’s concerns get prioritized quickly.
- Myth breaker: it’s not just a chat—it often leads to an in‑person clinic checkup.
- Preventing drama: spot warning signs early so a “minor” problem does not become a major fiasco.
What Happens When Tele‑Medicine Hits a Wall?
Not everything can be fixed over a screen. If we need bloodwork, scans, or a deeper dive into physical symptoms, the vet will point you toward an in‑person appointment and explain the next steps.
The Vet’s Sweet Spot
We’re usually the first line of conversation for owners who are just trying to figure out what to do next, what the options are, and what the likely path will look like.
Bottom line: a quick chat with a vet can lead to a timely clinic visit and might save you a few extra vet trips and a lot of scary “oops” moments.
—and if you’re looking for more inspiration, check out the spotlight on female leaders in Singapore who are making career moves with the same mindset!
Are there any restrictions to the types of pets that ZumVet treats?
AL: Restrictions to telehealth tend to be around conditions and not so much species. But that said, it is important to recognise that in some species, especially those that tend to mask their symptoms, visible symptoms may already be signs of an emergency.
What are you most passionate about your job?
AL: There are many things I love about my job, but first and foremost is that we have created a mission-driven company that puts the well-being of pets first.
Some of our most loyal customers are community feeders and shelters, and it is very encouraging to see how technology can make healthcare affordable for all animals.
ALSO READ: International Women’s Day 2021: 8 empowering ways to celebrate in Singapore
How has Covid-19 changed the veterinary landscape?
AL: Covid-19 has forced users to adopt digital solutions for all aspects of their daily lives and veterinary care is no exception.
The biggest change came from vets themselves, who found a reason to integrate technology into their practice and encourage a more patient-centric approach.
What challenges did you face during the circuit breaker and what changes did you have to implement?
https://www.instagram.com/p/CHeVarkDnDj/?utm_source=ig_embed
AL: Our service offering was quite different pre-Covid-19 and centred more around house visits, but we recognised the need to refocus our service offering to video consults and had to make operational adjustments within a matter of days.
That served us well and the pandemic proved to be an inflection point for us. Not only did we see organic growth from a consumer perspective, vets and clinics were also turning to us as a solution to the restrictions imposed during the circuit breaker.
What do you think is most important in running a business during times of crisis?
Listen to Your Users—Because They Absolutely Want It
In today’s digital age, people crave a feeling of belonging and a bit of friendly support. If you’re not tuned in, they’ll be chatting with each other instead of chatting with you. The key? Get your listening ears glued, be ready to pivot on a dime, and keep that batter sweet and real.
Why Listening Is Your Secret Sauce
- Community matters: folks want to feel seen and heard.
- Support isn’t a buzzword: it’s the oxygen that keeps loyalty alive.
- Quick pivots win hearts: reaction time beats reaction time.
Steps to Master the Listening Game
- Always be on the lookout: read reviews, chat logs, or even those vague “you’re the best” emails.
- Ask the right questions: let them tell you their pain points and dreams.
- Act fast: if a trend pops up, pivot faster than a cat on a keyboard.
- Celebrate the changes: show gratitude – shout-outs & emojis work wonders.
A Quick Post‑Social Media Wrap‑up
Listen, act, celebrate—repeat. That’s the recipe for building a brand that pops, stays relevant, and keeps the community coming back for more.
How do you think the industry will evolve in the near future?
Veterinary Care 2.0: Teamwork in a Post‑COVID World
Ever noticed how vets still feel stuck in a classic “brick‑and‑mortar” routine? That’s about to change, especially after the whole coronavirus + social distancing shuffle. What we’re seeing now is a new kind of teamwork – a partnership between traditional clinics and remote‑care wizards. Think of it as the vet‑side of a superhero squad, ready to jump in whenever your furry friend needs a quick check‑up, whether it’s at home or halfway across town.
Why the shift matters
- Less waiting, more watching – Your pet’s health will get checked sooner, even from the couch.
- Smarter, faster diagnoses – Remote goggles and sensors bring data right into the clinic’s system, so vets can spot problems before they become “mammary‑mass” emergencies.
- Pet‑parents happy, pets chill – Fewer trips to the vet office mean less stress – and who can blame the animal for that? Chilled, no‑stress eats, plus less risk of catching a sniff.
Picture this: A tele‑vet visit
Picture your cat peeking out from under the blanket while you’re on a Zoom call with your vet. The conversation is live, the vet can walk you through a quick grooming routine, and hey, your cat gets the “paw‑sed” attention without even leaving the sofa. No awkward hand‑shakes if you’re both covered in a silly mask! That’s the future we’re talking about.
A pinch of humor
We’re not laughing, but have you ever considered a vet’s office “second‑handed” a day‑long hamster wheel for your pet’s daily walk? It’s ridiculous and also incredibly funny. In this new hybrid model, the clinic and remote care work side‑by‑side so that the day‑long hamster wheel stays a remote‑only activity. The mech is simple: vet ↔ remote-provider = happy pet + relieved parent.
Bottom line
In a world that’s saying “stay at home” for the most part, the veterinary community is moving forward in ways that look at long‑term health – for the pets and for the people who love them. A novel, collaborative approach, built on technology and a fresh sense of community, encourages everyone to prioritize pet health without the old-school hassle. Keep your paws on the ground, and your ears to the future. The health of your beloved pet just got a whole lot easier—thanks to teamwork!
What can we expect from ZumVet in the near future?
https://www.instagram.com/p/CL6pQzujVWy/
AL: ZumVet’s customers are at the heart of everyone and our vision is to make quality veterinary care affordable and accessible to all. As a starting point, pet owners want a reliable and trustworthy resource that they can rely on to find the answers they need.
For example, if my cat suddenly started wheezing, could it be the haze that is affecting their respiratory health? By incorporating a digital element into your pet’s health, we are building an online to offline care ecosystem that looks after all their healthcare needs.
We will also focus on using data to improve diagnostics, automate the triaging process and build online resources to help pet owners understand the health of their pet better and optimise healthcare decisions in the long run.
This article was first published in The Singapore Women’s Weekly.
LifestylePetsDigitalAnimal & Veterinary Service
