Healthy Pets Plus

<h2>Overview</h2> <p>As a Project Management consultant and <b>Scrum Master</b> at <b>Greencross Vets</b>, I led the rescue of the <b>Healthy Pets Plus</b> project, a six-month initiative to re-architect their pet insurance product, enabling flexible subscriptions, mitigating risks around <b>PCI</b> compliance, and enhancing support functions. Using robust <b>Scrum</b> practices and fortnightly enhancements into production, the project integrated <b>Maxio</b>’s subscription SaaS solution and <b>Covetrus</b> their practice management software with <b>Microsoft Azure Logic Apps</b>, delighting the digital marketing team, the support help desk team and vets by streamlining billing queries and policy management.</p> <h2>Key Activities</h2> <ul> <li>Reviewed project scope, governance, and stakeholder roles to align with Greencross Vets’ strategic objectives.</li> <li>Established a clear business and <b>IT architecture roadmap</b> to ensure long-term success beyond the project timeline.</li> <li>Implemented the Scrum methodology, defining roles, consolidating requirements into a <b>Jira</b> backlog, and conducting twice weekly refinement sessions with the Product Owner.</li> <li>With the Sponsor's support assigned the marketing lead as Product Owner and facilitated a stakeholder working group to align digital marketing, support functions and vet priorities, streamlining discussions in business language and ensuring buy-in.</li> <li>Recruited a Business Analyst to rewrite business-oriented User Stories and a Data Migration Specialist to develop a robust migration strategy for the subscription engine.</li> <li>Moved solution details to <b>Confluence</b> as long-living documents referenced in User Stories, aiding developers, testers and technical support.</li> <li>Managed data migration in three parts: transferring existing customers from an old membership system, migrating card payments to <b>Stripe</b>, and direct debit agreements to <b>GoCardless</b>.</li> <li>Built integrations using Maxio for PCI-compliant subscriptions and Microsoft Azure Logic Apps to connect with Covetrus, mitigating compliance risks.</li> <li>Delivered fortnightly enhancements, resolving billing queries for the support help desk team and enabling customers to set up policies on-line and the vetanary clinics to set up policies without handling credit card details.</li> </ul> <h2>Technologies Used</h2> <ul> <li>Maxio (PCI-compliant subscription SaaS)</li> <li>Microsoft Azure Logic Apps (integration with Covetrus)</li> <li>Stripe (payment gateway for card payments)</li> <li>GoCardless (direct debit payments)</li> <li>Jira (manage Sprints and backlog prioritisation)</li> <li>Confluence (knowledge management and documentation)</li> </ul> <h2>Challenges and Solutions</h2> <ul> <li><b>Challenge</b>: Aligning ill-defined Scrum roles with unclear ownership among digital marketing, support function, and vet stakeholders.<br> <b>Solution</b>: Assigned the marketing lead as Product Owner and facilitated a working group to align priorities, ensuring meaningful discussions and stakeholder buy-in.</li> <li><b>Challenge</b>: Managing a technical-heavy approach that obscured business requirements.<br> <b>Solution</b>: Collaborated with a Business Analyst to rewrite User Stories to be business-oriented, moving solution details out to Confluence for developer and tester clarity.</li> <li><b>Challenge</b>: Mitigating risks around PCI compliance and streamlining customer service processes within a six-month timeline.<br> <b>Solution</b>: Migrated to Maxio for PCI-compliant subscriptions, integrated with Stripe and GoCardless, and delivered rapid enhancements to reduce call times.</li> </ul> <h2>Outcomes</h2> <ul> <li>Turned around the project within six months, addressing all critical and high-priority feature gaps, delighting Greencross Vets’ support help desk team, digital marketing and vets.</li> <li>Completed migration of the subscription engine to all practices, transferring customers to Maxio, card payments to Stripe, and direct debits to GoCardless, decommissioning legacy gateways.</li> <li>Fully mitigated PCI compliance risks by eliminating manual handling of credit card details, enhancing security.</li> <li>Reduced customer service call times by at least 10% through streamlined processes, such as simplified updates for expired credit cards across multiple pets.</li> <li>Created comprehensive knowledge assets in Confluence, documenting business processes and integration architecture.</li> </ul> <h2>Related Skills</h2> <p>This project highlights my expertise in:</p> <ul> <li><a href="/skills/2">Project Management</a></li> <li><a href="/skills/3">Scrum Methodology</a></li> <li><a href="/skills/5">Facilition</a></li> <li><a href="/skills/4">Stakeholder Management</a></li> </ul> <h2>Learn More</h2> <p>Explore <a href="https://www.maxio.com/">Maxio</a>, <a href="https://azure.microsoft.com/en-gb/products/logic-apps">Microsoft Azure Logic Apps</a>, <a href="https://www.covetrus.com/">Covetrus</a>, <a href="https://stripe.com/gb">Stripe</a>, <a href="https://gocardless.com/">GoCardless</a>, <a href="https://www.atlassian.com/software/jira">Jira</a>, or <a href="https://www.atlassian.com/software/confluence">Confluence</a>. Contact me to discuss my contributions to Greencross Vets!</p> <p style="font-size:0.85em; color:#666; margin-top:2em; font-style:italic;"> Note: This description reflects my personal contributions and high-level outcomes during my time at Greencross. Details are general in nature and represent my own perspective. </p>

Overview

As a Project Management consultant and Scrum Master at Greencross Vets, I led the rescue of the Healthy Pets Plus project, a six-month initiative to re-architect their pet insurance product, enabling flexible subscriptions, mitigating risks around PCI compliance, and enhancing support functions. Using robust Scrum practices and fortnightly enhancements into production, the project integrated Maxio’s subscription SaaS solution and Covetrus their practice management software with Microsoft Azure Logic Apps, delighting the digital marketing team, the support help desk team and vets by streamlining billing queries and policy management.

Key Activities

  • Reviewed project scope, governance, and stakeholder roles to align with Greencross Vets’ strategic objectives.
  • Established a clear business and IT architecture roadmap to ensure long-term success beyond the project timeline.
  • Implemented the Scrum methodology, defining roles, consolidating requirements into a Jira backlog, and conducting twice weekly refinement sessions with the Product Owner.
  • With the Sponsor's support assigned the marketing lead as Product Owner and facilitated a stakeholder working group to align digital marketing, support functions and vet priorities, streamlining discussions in business language and ensuring buy-in.
  • Recruited a Business Analyst to rewrite business-oriented User Stories and a Data Migration Specialist to develop a robust migration strategy for the subscription engine.
  • Moved solution details to Confluence as long-living documents referenced in User Stories, aiding developers, testers and technical support.
  • Managed data migration in three parts: transferring existing customers from an old membership system, migrating card payments to Stripe, and direct debit agreements to GoCardless.
  • Built integrations using Maxio for PCI-compliant subscriptions and Microsoft Azure Logic Apps to connect with Covetrus, mitigating compliance risks.
  • Delivered fortnightly enhancements, resolving billing queries for the support help desk team and enabling customers to set up policies on-line and the vetanary clinics to set up policies without handling credit card details.

Technologies Used

  • Maxio (PCI-compliant subscription SaaS)
  • Microsoft Azure Logic Apps (integration with Covetrus)
  • Stripe (payment gateway for card payments)
  • GoCardless (direct debit payments)
  • Jira (manage Sprints and backlog prioritisation)
  • Confluence (knowledge management and documentation)

Challenges and Solutions

  • Challenge: Aligning ill-defined Scrum roles with unclear ownership among digital marketing, support function, and vet stakeholders.
    Solution: Assigned the marketing lead as Product Owner and facilitated a working group to align priorities, ensuring meaningful discussions and stakeholder buy-in.
  • Challenge: Managing a technical-heavy approach that obscured business requirements.
    Solution: Collaborated with a Business Analyst to rewrite User Stories to be business-oriented, moving solution details out to Confluence for developer and tester clarity.
  • Challenge: Mitigating risks around PCI compliance and streamlining customer service processes within a six-month timeline.
    Solution: Migrated to Maxio for PCI-compliant subscriptions, integrated with Stripe and GoCardless, and delivered rapid enhancements to reduce call times.

Outcomes

  • Turned around the project within six months, addressing all critical and high-priority feature gaps, delighting Greencross Vets’ support help desk team, digital marketing and vets.
  • Completed migration of the subscription engine to all practices, transferring customers to Maxio, card payments to Stripe, and direct debits to GoCardless, decommissioning legacy gateways.
  • Fully mitigated PCI compliance risks by eliminating manual handling of credit card details, enhancing security.
  • Reduced customer service call times by at least 10% through streamlined processes, such as simplified updates for expired credit cards across multiple pets.
  • Created comprehensive knowledge assets in Confluence, documenting business processes and integration architecture.

Related Skills

This project highlights my expertise in:

Learn More

Explore Maxio, Microsoft Azure Logic Apps, Covetrus, Stripe, GoCardless, Jira, or Confluence. Contact me to discuss my contributions to Greencross Vets!

Note: This description reflects my personal contributions and high-level outcomes during my time at Greencross. Details are general in nature and represent my own perspective.

Systems Software

Maxio