Case Studies

Pets at Home adopts customer-centric strategy with Claranet's support

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The challenge One of Pets at Home's key initiatives to drive forward its customer-centric strategy is the Pet Pad: an in-store iPad system designed to remove friction from the customer's experience and transform the retail operations of the organisation. Not only would this remove the need for customers adopting pets to fill out paper forms at the till, it would also allow Pets at Home's knowledgeable staff to use the technology to provide better pet welfare advice and services. However, soon after the devices were rolled out it became clear that the network, as it was then, was struggling to cope with the additional strain. Suzie Williams, Business Systems Director, explained: "We wanted to completely transform the customer experience, doing away with cumbersome processes and pen and paper forms. However, we immediately faced a number of obstacles with network and WiFi coverage issues causing regular dropouts, adversely affecting the iPads' ability to process transactions. This undermined our colleague's confidence in the Pet Pad system, as frustrated customers found themselves spending time on the Pet Pad only to have to fill out paper forms only to complete their transaction. The seamless shopping experience that we had envisioned was being undermined by our connectivity issues, and we needed focused and dedicated support to provide the infrastructure necessary to make Pet Pads work." Suzie continued: "The issue was compounded by the fact that our network requirements were split between two separate providers. This meant working with different service levels and leaving notable gaps in our provision, so we decided to move everything to one provider to make management smoother. The question was, which one? " Pets at Home Pets at Home is the UK's leading specialist retailer of pet food, pet products and pet-related services, operating 431 superstores, 391 veterinarian practices, and 246 grooming salons nationwide, as well as a popular website. The company has enjoyed significant growth over the past few years, and expects to open a further 15-20 Pets at Home superstores in FY17. This growth has, in part, been fuelled by Pets at Home's customer-centric strategy and the company has rolled out a range of new projects and initiatives to provide a seamless a seamless shopping experience for its customers. Claranet case study Pets at Home Pets at Home adopts customer-centric strategy with Claranet's support Key services: • Managed Networks and MPLS • Mobile Broadband • Email Security and Encryption

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