Episode 22

From Bottom to the Top: Enterprise Support Organization

May. 18th, 2021

Dr. Ivan Zak and Ryan Leech discuss the importance of a reliable support process in a veterinary group. In this episode, our hosts talk about the three main support components: help desk, knowledge base, and learning management systems.
We cover the importance of having a knowledge-accumulation process that should start from the very beginning of the organization, and the opportunity for the veterinary consolidator to streamline the process of hiring/firing, budgeting, and more.

Topics discussed:

  • The definition of enterprise support organization;
  • Three main support components;
  • The importance of having established support at the inception;
  • Parallels between software support and support in a veterinary group;
  • The benefits of having enterprise support with a specialized team outsourced;
  • How the symbiosis of ticketing system, knowledge base, and learning management system could be transformed into a valuable metric for the board;
  • How the enterprise support organization removes bottlenecks in the consolidation value stream;


ivan zak
Dr. Ivan Zak
DVM, MBA, CEO at Galaxy Vets
ryan leech
Ryan Leech
Head of Business Development at Galaxy Vets