Pet Supermarket is a leading specialty pet retailer with more than 200 retail stores, offering a broad selection of premium pet food, supplies, and services with the convenience of local shopping in a welcoming, community-focused environment. Trusted by customers for over 40 years, they are known for quality, value, and knowledgeable, friendly service, both in-store and online.
The challenge
Pet Supermarket needed to revamp its shipping and fulfillment to stay competitive and meet rising demand. Their goals included:
Omnichannel delivery
Expand options like same-day delivery and “buy online, pick up in-store” (BOPIS) to enhance customer convenience.
Faster delivery using stores
Transform retail locations into micro fulfillment centers to reduce shipping times.
Branded customer journey
Create a consistent, branded experience across all purchase channels to boost loyalty and repeat business.
Data-driven engagement
Provide real-time shipment tracking and proactive notifications to both customers and store teams, for a more responsive customer experience.
The solution
Pet Supermarket implemented Zenkraft, a Salesforce-native shipping platform, to streamline delivery operations, expand in-store fulfillment, and launch a new “buy online, pick-up in-store” (BOPIS) experience. They also improved shipment visibility, with real-time shipment tracking and branded customer communications. By transforming stores into micro fulfillment centers, Pet Supermarket also expanded its digital product catalog, offering online customers more choice and value.
The results
Using their existing Salesforce footprint, which includes Service Cloud, Commerce Cloud, and Order Management (including Omnichannel Inventory), Pet Supermarket rapidly deployed Zenkraft’s Shipping & Fulfillment and Tracking features to achieve:
80% of orders fulfilled from store
Stores now act as fulfillment hubs, reducing fulfillment times to about one hour.
20% increase of in-store purchases
Driven by the new order pick-up service.
67% of ground orders within two days
And 31% delivered the next day.
What’s next for Pet Supermarket
Motivated by efficiency gains realized by the initial implementation, Pet Supermarket plans to expand its Zenkraft capabilities to create a branded customer journey at each critical delivery stage.
- Grow site traffic with a brand-centric post purchase tracking experience.
- Add self-service returns through Salesforce Commerce Cloud.
- Expand same-day delivery options through Zenkraft’s global network of carriers.
- Use Agentforce to handle routine inquiries like order status and returns, freeing staff to focus on in-store service.
“Now, 80% of orders ship from stores, reducing fulfillment times to about one hour. Zenkraft’s Salesforce-native solution accelerated deployment and minimized technical debt. By turning stores into fulfillment hubs, the business improved the customer experience while increasing in-store traffic.”
CChadwick HambyVice President, IT at Pet Supermarket
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