At a glance
- Retailer
- Petco Mexico
- Solution
- Teamwork Commerce POS and Inventory Control, integrated with CRM, loyalty and the online store
- Result
- A real-time 360-degree customer profile
- Speaker
- Guillermo Prieto, CIO of Petco Mexico
Petco, the American pet health and wellness company, took a significant step toward customer experience excellence through its collaboration with Teamwork Commerce. Guillermo Prieto, CIO of Petco Mexico, describes how the partnership changed their operations and moved them toward true omnichannel capability, with every pet and owner the beneficiary.
The challenge: one experience across three channels
Before Petco adopted Teamwork Commerce, the company faced significant challenges keeping the experience consistent across all platforms. With 127 physical stores, an app and an online store, centralizing information and ensuring customer satisfaction were critical concerns.
Implementing Teamwork Commerce's Point of Sale and Inventory Control system, integrated with Petco's CRM, loyalty program and online store, marked a substantial shift.
The result: a real-time 360-degree customer profile
Since then, Petco has built a real-time 360-degree customer profile. Balances, coupons, preferences, history and promotions all sit in one place. That has meant a significant reduction in return-related friction and a better shopping experience, in physical stores and online alike.
"Teamwork Commerce has helped us gain a holistic view of the customer for all of our systems. It has been the backbone for that. It helps Petco to be an omnichannel company."
Guillermo Prieto, CIO of Petco Mexico
Club Petco, and 93% of transactions
Guillermo Prieto highlights how readily Teamwork Commerce integrates with other platforms, which has reinforced Club Petco, the loyalty program through which 93% of the company's transactions take place. The collaboration has also enabled effective customer segmentation, so Petco can offer personalized experiences through push notifications and email.
"Teamwork Commerce has become one of the main pillars in achieving omnichannel at Petco. It has reinforced Club Petco, our successful loyalty program, and we have managed to implement real-time targeted experiences to pamper our customers both in physical stores and in eCommerce."
Guillermo Prieto, CIO of Petco Mexico
On the floor: a shorter learning curve
Petco employees have seen significant improvements in their day-to-day work. The point of sale interface has reduced the learning curve and streamlined checkout. Even in unstable network conditions, employees can continue serving customers, moving the payment process along on iPads, which matters most during peak hours.
The takeaway
Petco's story is a demonstration of how the right technology can transform a company. The collaboration with Teamwork Commerce has taken Petco further in omnichannel capability, delivering distinct experiences and improving both customer satisfaction and operations.