This interview is with Nora Peters, Co-Founder & CVO, PupPilot.
How would you introduce yourself and the mission behind PupPilot to Featured readers, given your role as Co-Founder & CVO in the veterinary industry?
I’m Dr. Nora Peters, a veterinarian and software developer. I spent six years in small animal general practice before transitioning full-time into software, which has given me a unique perspective. I understand the day-to-day realities of veterinary medicine from the inside, and I also have the technical skills to understand and build solutions for it.
I founded PupPilot to address the inefficiencies I experienced firsthand, many of which contribute directly to burnout across the industry. Our mission is to support veterinary teams by streamlining operations and reducing administrative burden, starting with the front office, where so much of the client experience and team workload begins.
What path took you from hands-on anesthesia and surgery to co-founding a veterinary software company?
I started in veterinary medicine, which had been a goal of mine for as long as I can remember. After graduating and working in practice, I found myself experiencing burnout, just like many of my colleagues. There were a lot of issues I could clearly see, but I did not feel like I had the ability to change them from within the clinic.
That is what led me to pivot into software. I went back to get a certificate in software development and spent two years working full-time as a developer. That experience was eye-opening and gave me the tools to actually build solutions instead of just recognizing the problems.
At that point, it felt natural to bring the two together. I could combine my experience in veterinary medicine with my technical skills to build software that truly reflects how clinics operate and what teams actually need, which is something that is often missing in this space.
From your vantage point at PupPilot, what shifts in the pet industry over the next 2–3 years will most change how care is delivered and paid for?
The biggest shift over the next few years will be toward a more sustainable and balanced experience for everyone involved in veterinary care.
That means pet owners feeling heard, having more transparency, and accessing care that is actually affordable. At the same time, clinics need the capacity to breathe again. Today, too much time and margin are lost to inefficiencies, creating pressure on both teams and clients.
We see a future where clinics operate more efficiently, improve the client experience, and regain financial margin that has been quietly eroded over time. That is what allows practices to truly thrive and deliver the level of care they want to provide.
At PupPilot, we are building toward that shift by focusing on the operational side of the clinic, starting with the front office where many of these challenges begin.
Building on that, what does an effective PetPartners ecosystem look like in practice across clinics, shelters, insurers, and telehealth from your experience?
An effective PetPartners ecosystem is one where both information and access to care flow seamlessly.
On the data side, it means medical records and relevant information move easily between clinics, insurers, shelters, and telehealth providers so that no one is starting from scratch. Pet owners can access records instantly, and partners have the context they need to make informed decisions.
But it is also about connection. Pet owners should be able to easily access the right type of care when they need it, whether that is support for a newly adopted pet, access to behaviorists, or after-hours guidance through telehealth.
When both of those pieces come together, it creates a network where care is easier to access, more coordinated, and ultimately more affordable, while reducing friction for every participant in the system.
Zooming in on outcomes, what single metric or approach has been most useful for you to measure and improve PetOutcomes beyond revenue or visit volume?
Clinic staff satisfaction.
It is the clearest signal of whether you are actually creating relief where it matters. If veterinarians, technicians, and CSRs feel like their workload is lighter, interruptions are reduced, and their day is more manageable, then you know you are improving the system in a meaningful way.
Inside a clinic, how do you design tools or processes that improve RoleOutcomes for veterinarians, technicians, and CSRs without adding workflow friction?
We build from a deep understanding of how veterinary clinics actually operate and how this industry differs from others. That context is critical.
Everything we design is focused on relieving administrative burdens and giving time back to veterinarians, technicians, and CSRs so they can operate at the top of their roles. The goal isn’t to replace staff, but to supercharge the clinic.
We also prioritize transparency and control, ensuring there are always clear pathways to escalate to a human when needed, so nothing gets lost or mishandled.
For founders building in pet health, if they could do just one thing this month to better align partners and improve PetOutcomes simultaneously, what would you recommend and why?
Spend a full day inside a clinic.
Talk to the veterinarians, technicians, and CSRs. Observe the day as it actually unfolds. You’ll see where communication breaks down, where time gets lost, and where small inefficiencies compound into real impacts on care.