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CASE STUDY

E-commerce personalization at scale

Pet Supplies Plus builds web and e-commerce foundation to extend neighborly feel of in-store experiences

Company

2,500 Employees

Industry

Retail

Region

North America

Extending the digital experience

Known for its welcoming neighborhood stores, Pet Supplies Plus has grown into a national success with over 400 stores across the United States. Throughout its 30-year expansion, the business has fostered a community of engaged pet lovers who visit locations to meet expert staff and purchase high-quality products. To extend its success, Pet Supplies Plus sought to build an engaging web platform for digital transformation to complement its high-touch, in-store experience, and deliver strong e-commerce for online purchase with onsite pickup and delivery from store.

Challenge

  • Replace legacy website technology with modern CMS that could support business growth
  • Extend offline store attributes to online digital experience
  • Personalize content by customer and store location
  • Post product availability and price for each destination
  • Add e-commerce capabilities for onsite pickup, delivery from store, and in the future direct to customer

Solution

  • Sitecore® Experience Platform™ (XP)
  • Sitecore® Experience Database™ (xDB) Cloud Edition
  • Sitecore® Commerce powered by Microsoft® Dynamics®

Result

  • Seamless, high-quality online experience
  • Personalized product, service, and educational information
  • Integrated store search and social media imagery
  • Empowered store owners and locally engaged patrons (or “neighbors” as Pet Supplies Plus calls its customers)

Considering where we were less than a year ago, Sitecore has enabled a paradigm shift. We can now let a neighbor know the products we carry, pricing, and availability by store—a change that we’ve quickly capitalized on and will use as a strong foundation for new service offerings like buy online, pick-up in store, and deliver from store.

Miles Tedder
Chief Operating Officer, Pet Supplies Plus

Personalization and a platform for future growth

The new site features login and store selection facilitated by Sitecore and Coveo search, and the combination tailors each customer’s experience to a preferred shopping destination. Integration with Microsoft Dynamics surfaces each store’s product inventory and pricing information. Personalization is based on relevant information such as self-identified pet ownership, so that web content and images can be tailored to various audiences. Microsoft Azure provides robust business continuity and scalability for 40 to 50 new stores per year.

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