Case Study: Pets at Home achieves superior in-store customer service with Aptos' PetPad clienteling solution

Mobile PetPad helps Pets at Home hit new customer service heights

Pets at Home, the UK pet supplies retailer with 419 stores and 6,000 employees, needed to replace a slow, paper-based process for recording pet and customer information so colleagues could give better in-store advice, avoid duplicated data entry and streamline pet purchases. They partnered with Aptos to roll out PetPad, a mobile, web-based clienteling solution accessed via iPad minis.

Aptos implemented PetPad as a guided web app that captures customer answers and electronic signatures, scans barcodes and loyalty cards, syncs with POS, and stores data centrally with role-based access and short offline capability. The Aptos solution freed colleagues to spend more time on the shopfloor, sped up checkout, increased average basket sizes, created a full audit trail, and delivered measurable impacts such as an estimated 25% uplift in gift-aid claims for Support Adoption and faster, more accurate customer interactions.

Pets At Home

Dave Poole

Head of Retail Operations