Pets at Home is the UK’s leading pet care brand, bringing together more than 450 stores, over 350 grooming salons, and almost 500 veterinary surgeries and practices across the UK. It has a nationwide network of over 450 Pet Care Centres, all offering a one-stop-shop for pet-related products and services.
The first phase of our engagement with Pets at Home was to develop the Pets Club App, offering an integrated platform where users could access information, vouchers and exclusive offers with the first launch being in 2016. Followed by Vets for Pets, which enable customers to create a personal account to manage vet appointments. In December 2022, Pets at Home launched a brand-new Pets Club app developed by their own internal team. Over the course of the long-term relationship, Pets at Home’s trust and confidence in CGI’s capability to deliver only grew and allowed for our footprint within CGI to expand beyond mobile development.
Applying Salesforce expertise
Historically, Pets at Home had used a range of different suppliers and systems to hold and manage its data but worked to streamline this, integrating all data onto the Salesforce Customer Relationship Management (CRM) platform to gain a consolidated customer view. After its initial journey into the Salesforce ecosystem, Pets at Home chose our team, after our delivery track record demonstrated over the previous six years working in partnership, to provide the support and ongoing development of their Salesforce platform.
Introducing a better way of working
Now, all customer records are held on one system, and it integrates seamlessly with various platforms, from the digital platform and Google Cloud, to transactions, marketing, vouchers and offers. Pets at Home is achieving the single customer view it wanted and opportunities to support the business have emerged.
Key benefits
• Improved customer service
• High customer satisfaction levels
• Easy, single-view customer management
• Increased responsiveness to customers
• Simple service access for customers
We have been working in partnership with CGI for many years and their team, as part of a wider group of partners, supported us with the transition into the Salesforce ecosystem. They worked as a trusted advisor throughout and as a result, we now have one consolidated single customer view, which allows us to provide an improved customer experience.
Head of IT Operations, Pets at Home
