Overview & Challenge
Our client is a renowned health and wellness company, initially founded in 1964 as a mail-order veterinary supply organization in California. Since then, it has grown into a large chain that sells pet food, supplies, small animals, and fish across more than 1,500 stores. As part of its strategic goals, our client aims to strengthen its online retail presence.
Client’s Objectives
The Client wanted to expand its reach in online retail while maintaining its strong presence in brick-and-mortar stores. They sought to develop a modern, user-friendly application that will allow customers to easily order pet products, access services such as obedience training and grooming, and even purchase prescription medicine for their beloved pets.
Challenges
The challenge involved optimizing cost efficiency while maintaining high levels of customer satisfaction through the development of a robust and user-friendly online payment system. The objective was to create a seamless and easily manageable application that offers fast, reliable, and secure payment processing capabilities.
By achieving this, the aim was to enhance the overall customer experience and effectively bridge the gap between traditional brick-and-mortar stores and the convenience of online transactions. Additionally, the solution should prioritize scalability and flexibility to accommodate future growth and evolving customer demands.
Solution
Leveraging the power of React and Next.js, we created a user-friendly online application that allows pet owners to conveniently order a wide range of products, including pet food, toys, medicine, beds, accessories, clothes, and training services.
To ensure seamless integration with existing systems, we utilized serverless APIs (lambdas) as wrappers for the client’s WCS services. This approach enabled efficient communication between the frontend and backend components, resulting in a smooth and responsive user experience.
Furthermore, we implemented Redux as a state management solution, enabling efficient data flow and ensuring the application remains performant even with complex interactions.
Unique Approach
Our solution addresses various customer pain points. Firstly, users can easily locate the nearest store based on their current location, access accurate pricing information, and view store opening and closing times. Additionally, customers have the flexibility to choose between in-store pickup or doorstep delivery, providing them with a convenient and tailored shopping experience.
For pet owners requiring veterinary assistance, the platform offers a comprehensive range of services. They can consult with veterinarians and trainers online, order prescription medication with the necessary documentation, and access expert advice for their pet’s specific needs.
By developing this user-friendly and comprehensive online platform, we have empowered our client to meet the evolving needs of their customers, enhancing convenience, accessibility, and satisfaction throughout their pet retail journey.
Business Outcomes
The implementation of our online platform has delivered significant business outcomes for our client. The key results include:
80% Reduction in Manual Work: By automating various processes and streamlining operations, we were able to significantly reduce the amount of manual work required. This improvement has freed up valuable resources and allowed employees to focus on more strategic tasks, resulting in increased efficiency and productivity.
Increased Customer Satisfaction: The user-friendly design and enhanced functionalities of the online platform have greatly improved the overall customer experience. As a result, our client has witnessed a 50% increase in platform usage, indicating higher customer engagement and satisfaction. Customers now have greater convenience and accessibility in ordering products and accessing services for their pets.
Enhanced System Performance: The migration of nearly 80% of the WCS services to Lambdas has resulted in a more robust and reliable system. Orders now flow seamlessly, without the previous problems faced by our client. This improvement ensures smoother operations, reduces downtime, and enhances customer confidence in the platform’s reliability.
Cost Savings for Customers: The introduction of online ordering has provided cost-saving opportunities for customers. By eliminating the need for physical store visits and streamlining the ordering process, customers can save time and potentially reduce transportation costs. The online platform enables customers to conveniently access a wide range of pet products, including prescription medication, at competitive prices, resulting in cost savings for pet owners.
Overall, our solution has not only achieved operational efficiencies and improved system performance but also significantly enhanced customer satisfaction. By embracing digital transformation and providing a seamless online experience, our client has successfully positioned themselves as a leader in the pet retail industry while delivering tangible benefits to their customers.
