Petz Digital Sales Case Study

Customer Challenge

Create new digital experiences that bolster existing e-commerce journeys, connect the entire Petz ecosystem, and integrate all customer-initiated physical and digital experiences.

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Role of Sensedia

Sensedia enabled the connection of the entire Petz channel ecosystem. The Sensedia team designed a connectivity structure based on API governance and the creation of microservices.

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Experience gains

More than 1,000,000 active users access the Petz mobile app every month. The importance of phygital integration is critical for the organization. More than 90% of digital orders are physically picked up at a store. 95% of digitally placed in-store orders are picked up by customers within one business day, proving the phygital strategy is on the right track and has everything it needs for continued growth.

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Strategic gains

Digital sales have grown exponentially and represent over 40% of Petz's gross revenue, with an omnichannel index of 92.1%.

IT and digital teams began to work synergistically, enhancing operations and enabling the company to achieve greater delivery agility and improved services and experiences for its target audience.

Petz shared more about their phygital strategy at APIX 2024, including detailed numbers demonstrating the positive impact of physical and online store integration: https://youtu.be/jW3OkszND2Q

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