Omnichannel Transformation: Petco’s Success with Teamwork Commerce POS Solution

Petco, the renowned American pet health and wellness company, has taken a giant leap towards customer experience excellence through its collaboration with Teamwork Commerce. In this exciting success story, Guillermo Prieto, CIO of Petco Mexico, shares how this partnership has revolutionized their operations, propelling them towards true omnichannel capabilities, where every pet and owner are the ultimate beneficiaries.

Before Petco embraced Teamwork Commerce solutions, it faced significant challenges in maintaining a consistent experience across all platforms. With 127 physical stores, an app, and an online store, centralizing information and ensuring customer satisfaction were critical concerns. The implementation of Teamwork Commerce’s Point of Sale and Inventory Control System, seamlessly integrated with Petco’s CRM, Loyalty Program, and Online Store, marked a big shift.

Since then, Petco has built a real-time 360-degree customer profile. Balances, coupons, preferences, history, and promotions – all in one place. This has led to a big decrease in return-related friction and an enhanced shopping experience, both in physical stores and online.

“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 de Petco México.

Guillermo Prieto highlights Teamwork Commerce’s effortless integration with other platforms, further reinforcing the successful “Club Petco,” where 93% of the company’s transactions take place. Moreover, this collaboration has enabled effective customer segmentation to 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.

Petco employees have also experienced significant improvements in their day-to-day tasks. The intuitive iOS interface of the Point of Sale System has reduced the learning curve and streamlined the checkout process. Even in unstable network conditions, employees can continue providing efficient service, expediting the payment process using iPads, especially during peak hours.

Petco’s success story with Teamwork Commerce is a compelling testament to how the right technology can completely transform a company. The collaboration with Teamwork Commerce has taken Petco to new heights in omnichannel capabilities, delivering unique experiences and enhancing both customer satisfaction and operational efficiency.

“At Petco, we highly recommend Teamwork Commerce. The first point is scalability. It has proven to be a robust tool that has given battle to 127 stores, App, and Website.” Guillermo Prieto, CIO of Petco Mexico.

If you’re looking to take your company to the next level, check out Teamwork Commerce’s Flexible Tech Stack omnichannel solution.