The customer care records in Service Cloud are combined with VIP club profiles to provide visibility of purchases, marketing interactions, as well as pets’ names, ages, and even photos. “With Service Cloud, we can provide customers with more personalised resolutions. For example, if we want to send a gift, we can select an item from a customer’s VIP club purchase history,” explained Dickinson.
More than six million people belong to the Pets at Home VIP club, which provides members with access to special offers, trusted advice, and lost pet alerts. With every VIP club purchase, customers can make a donation to their favourite animal charity, which has helped to raise more than £10 million worth of much-needed funds.
“Our aim is the be the best pet care business in the world and everything we do and every decision we make moves us closer towards this goal,” said William Hewish, Pets at Home CIO. “From the outset, we knew it was critically important to ensure we had the right technology in place, and coupled with an ambitious and motivated team, we are now well positioned to continue delivering the best service to our customers, now and into the future.”