Some 300,000 orders have now been placed via the Pets at Home one hour click and collect service since it launched during the pandemic – and now 20% of all online orders are now fulfilled via the service. Now Pets at Home is planning to use the OneStock system to support ship from store for home delivery this summer.
Pets at Home launched one hour click and collect using OneStock’s order management system in order to get orders to shoppers as quickly as possible, while also relieving the pressure on its distribution centres, during the pandemic. The service rolled out in less than six months as it was taken first to 40 shops before being added to another 410 over the course of a week.
Chris Holyland, group digital director of Pets at Home, says that one hour click and collect “helped us deliver customer convenience and speed of collection into our customers’ buying journeys at a particularly important time.”
He adds: “When pet owners make a purchase, especially if it’s pet food or essential accessories such as bedding, they want to access it as quickly as possible in order to care for their pet. As a nation of pet lovers, our pets became even more important to us during the pandemic, so being able to offer fast and flexible fulfilment to shoppers was a key evolution in our customer experience strategy.”
OneStock founder and chief executive Romulus Grigoras says: “We know that the popularity of express click and collect is rising amongst UK consumers. Research in our latest report showed that more than two thirds turned to click and collect while non-essential retail was closed during lockdown. This increased adoption has evolved shoppers expectations around speed of in-store collections, with fast fulfilment options the order of the day.
OneStock’s own research questioned more than 2,000 UK shoppers and found that 57% of shoppers now want to see fast click and collection, with 50% looking for one-hour click and collect.
Grigoras says: “By unifying stock visibility centrally, orders can then be picked from any channel, meaning retailers can extend their available ranging and fulfilment options to improving customer convenience, conversions and customer-life time value.”
Pets at Home is a Top100 retailer in RXUK Top500 research.