Almost a year ago now back in March 2020, East-Midlands-based pet store chain Kennelgate (an umbrella brand of Kennelpak) saw what a lot of other retailers did, a huge boom in online sales due to the coronavirus lockdown. However, even with over 40 years in the industry, e-commerce trading was still in its infancy.
To help improve customer experience and living up to their mantra of ‘helping you take the best care of your pet’ Kennelpak enlisted a new team of experts and created a brand-new website and re-brand based on the Pets & Friends update currently flowing through their stores.
Roll on to November 2020 and after months of hard work and behind the scenes changes, petsandfriends.co.uk launched to replace the old Kennelgate website. As part of the re-brand process, the new Pets & Friends website doesn’t just offer pet products to their regular customers, as they were determined to improve the e-commerce journey to make the online ordering process simple and effective for customers nationwide.
“We always have the welfare of animals at heart, so every new feature and piece of functionality has been implemented based upon research and testing to make sure we offer everything customers need from an online store to make sure their pet is happy and healthy” says CMO and e-commerce director, Tricia Owen-Williams.
The new website stocks essentials such as dog food and home grooming products, as well as offering a plethora of advice, recommendations, and tips for pet owners. The huge change and improvements that petsandfriends.co.uk brings has also allowed the company to increase its range online to meet demand.
What else is new?
Following the successful November launch, Pets & Friends launched a subscription service for an improved online experience. “Nobody wants to forget their pets’ food, so introducing an easy, reliable method of repeat deliveries means it’s no longer a panic, especially in the circumstances a lot of our customers find themselves in during ever-changing COVID guidelines”.
Reviews are also key to the new website. “Peer knowledge and advice is something that brings pet parents together, so we want people to be able to share their experiences with products online and help give others an informed choice”.
And why should it be the pets that get all the treats? After a fantastic festive sales period, Pets & Friends also launched the online loyalty programme ‘Pet Points’ for loyal and regular customers. Pet Points offers consumers a chance to collect points which leads to money off vouchers, not just from purchasing, but from reviewing, interacting and being part of the Pets & Friends family.
Four months in, Tricia is proud of how the new website has excelled; “our customers have embraced the new brand, and many new customers can now find us more easily online to help get what they want. We hope our success continues through our online medium as we increase our offering and help pet parents find what they need, when they need it”.
Head on over to www.petsandfriends.co.uk to shop the brand new website, plus earn some loyalty points too!