Petco turns POS into omnichannel commerce hub

Petco Health and Wellness Company is providing customers a seamless omnichannel experience centered on its POS platform.

The pet supplies, services and wellness retailer is leveraging enterprise POS technology from JumpMind Commerce. Seeking to replace its customized legacy POS platform after 20 years, Petco initially attempted a “rip and replace” implementation of a standard POS system. However, after experiencing cost overruns and technical difficulties, the retailer determined that it needed to implement a POS system that would enable it to roll out new features and functions that mattered most and gradually evolve its capabilities.

Petco subsequently partnered with JumpMind Commerce to gradually build an enterprise POS platform that would support omnichannel commerce activities. Deciding to begin rollout with highest ROI opportunity within its stores, Petco launched a returns management project. The retailer first implemented the JumpMind Metl and SymmetricDS integration and synchronization toolsets to enable real-time data integration between store systems, replacing the previous process of manually coding integrations in various languages and technologies.

In its next move, Petco rolled out the JumpMind Returns Management module to complement its existing POS platform. The new module provides capabilities that include seamless omnichannel returns, fraud detection and prevention capabilities, as well as loyalty incentives with full transaction visibility and paperless receipts. Enhanced returns management capabilities saved Petco millions of dollars and received positive response from customers and employees.

Following the success of its returns management solution implementation, Petco then phased out its entire POS platform. The retailer embarked on the first phase of the full rollout – including POS, private label credit, e-receipt, and subscription services, in early 2021, successfully completing it across all U.S. Petco stores within months.

"As we continue innovating and optimizing Petco's systems to deliver a positive experience to customers and employees alike, we're looking forward to working alongside JumpMind, whose strong partnership has been critical to our success,” said William Choi, director of development and application support, Petco.

Petco has been increasing its investment in leading-edge technologies across the enterprise. On the customer-facing side, this includes the August 2021 rollout of the Klarna “pay in 4” buy now, pay later solution across all U.S. stores and the Klarna app. The past 18 months have also seen Petco introduce nationwide curbside pickup, same-day delivery, and more.

On the supplier-facing side, Petco partnered with the CitrusAd retail media platform in May 2021 to enable vendors to launch relevant, sponsored product and display media campaigns across its digital commerce touchpoints to increase sales.

“We're making it easy for pet owners to care for the health and wellness of their pets through a seamless omnichannel Petco experience that tailors to their needs and meets them where they are, thanks to JumpMind," said John Zavada, Petco chief information and administrative officer.

Petco operates more than 1,500 locations across the U.S., Mexico and Puerto Rico, including a network of more than 100 in-store veterinary hospitals.