The Greencross network engaged its online, supply chain, IT and in-store operations to work seamlessly and quickly with one another to deliver a seamless customer experience during the peak of the pandemic, introducing Zero Contact Click & Collect in 60 mins and online free Same Day Delivery 7 days a week.
In partnership with Uber, Petbarn rolled out a 57-minute average delivery time and a fastest delivery time of 17 minutes through its e-commerce business.
CEO of Greencross, (Petbarn and Greencross Vets), George Wahby (pictured) said he’s delighted to take out Omni Channel Retailer of the Year and it’s a testament to an amazing team of passionate people who put pets and pet parents first, always.
“In the last year we have fundamentally changed our way of operating to respond to customer needs, never resting on past successes or old models. We continue to innovate to deliver the very best omni customer experience,” said Wahby.
“Everything we do and everything we range is for a pet’s health and wellness. As the only multi-channel offer made up of retail stores (Petbarn and City Farmers), veterinary clinics (Greencross Vets) and Emergency and Referral vet hospitals (Animal Emergency Centre, Animal Referral Hospital, Veterinary Referral Hospital, AVSARC, AAERC) Puppy School Academy, Groomers and other pet services, we believe our role is to innovate and lead the market in integrated pet care.”
Collectively the network acted quickly to make impactful change to business operations to better serve and deliver a seamless customer and patient experience in 2020. Greencross Vets continued to provide critical care for Australian pets throughout 2020, seeing patients daily across the nation.
In May, Greencross Vets launched WebVet – a service enabling 24/7 emergency access, where pet parents can speak to a qualified Greencross vet via video call anytime, anywhere.
During the peak of the pandemic, Greencross Vets changed its normal working arrangements to introduce minimal contact vet care at its clinics, allowing patients to drop and collect their pets outside the clinic to minimise contact. This extended to the Greencross network’s Animal Emergency Centres and Animal Referral Hospitals.
Petbarn was also quick to act on pet adoption and noticed a significant increase in visitors researching pet adoption and using its Dog Breed selection tool to find their perfect match.
Clearing the shelters and helping find forever homes for pets is one of Petbarn’s key passions. Last year through a partnership with Savour Life and the RSPCA, Petbarn were able to list available dogs on its website allowing visitors to apply to adopt online.
Within the first 6 months alone, Petbarn had over 120,000 applications for the 2,200 dogs available and over 7,155 dogs were adopted through Petbarn during the Covid-19 pandemic.
To top off an amazing year, through its partnership with the Animal Rescue Cooperative, Petbarn launched an initiative called ‘Acts of Kindness.’
This allowed 3,000 Aussies to nominate someone in-store or online for a pet care relief package comprised of a month’s worth of food and pet supplies.
Through both channels, Petbarn pledged $500k of pet care relief products, including 1.7 million meals to support animal rescue groups who rely on donations and volunteers to care for animals across Australia.
Petbarn, ranges over 8000 products and is a playground of choice and advice covering six pillars of pet wellness; nutrition, health & protection, play, comfort, training and grooming instore and online.
Its well-trained pet passionate team members and live chat Customer Service representatives are ‘on call’ to inspire and guide pet parents, informed by the largest network of vet specialists in Australia.
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