Case Study: Pets at Home achieves seamless customer service with Claranet

Pets at Home adopts customer-centric strategy with Claranet’s support

Pets at Home, the UK’s leading specialist pet retailer, wanted to improve its customer-centric in-store experience with the Pet Pad iPad system, but its existing network and WiFi coverage could not cope with the added demand. Frequent dropouts were disrupting transactions and undermining staff confidence, while separate network providers created further complexity and gaps in service.

Claranet rolled out a new WAN across more than 400 retail locations and 340 veterinary surgeries, with plans to add integrated 3G MPLS backup connectivity for greater resilience. Claranet also provided hosted Microsoft Exchange email for 4,300 colleagues, Symantec security and archiving services, and a backup solution for retail data. As a result, Pets at Home stabilized and expanded the Pet Pad rollout, reduced back-office processing, and improved customer engagement through additional iPad applications such as VIP sign-up.

Pets at Home

Suzie Williams

Business Systems Director