Pets At Home launches Order Management System to improve customer experience
3 min

Pets at Home selects OneStock OMS to enhance their customer experience

Pets at Home has become one of the most customer-centric UK pet care businesses after adopting OneStock’s Order Management System to provide a fully unified customer shopping experience.

Founded in 1991, Pets at Home provides pet owners with everything they need to to look after their pet – from food, toys,  bedding and grooming services, to first opinion veterinary care and world-class specialist veterinary hospitals.

After an extensive and rigorous process, Pets at Home have selected OneStock’s Order Management System (OMS) to fulfil its online orders. Data analysis and customer insights had revealed that Pets At Home customers wanted a fast and flexible delivery and collection service. OneStock’s OMS will provide customers with the options they require, putting convenience in their hands.
Using OneStock’s OMS technology to unify inventory across the business, the initiative will:

  • Offer an improved level of convenience for the customer with the option of same day within 1 hour Click & Collect, or with the option to choose a date in the future that best suits them.
  • Continue to deliver the best online offer for customers which is what sets the Pets At Home Group apart from competitors.
  • Deliver efficient fulfilment operations as part of the overall omnichannel strategy

Same day, within 1 hour Click & Collect meeting customer expectations

The initial phase of the initiative will focus on a 60-minute Click & Collect service, which allows the customer to place an order online and either collect it in a store of their choice within an hour ) or from another store at a different time. Where heavy or large items form part of an order, they can be home delivered separately at a later date.
This initiative means Pets at Home customers and colleagues can check local stores for stock levels, with the functionality to see accurate stock availabilities at all times, giving customers confidence they can buy the goods and services they need.


Improving our customer convenience sits at the heart of this initiative, giving our customers fast, flexible collection and delivery options and putting control in their hands, all of which is key to our success. We know our customers love to collect their orders from our stores, and improving the collection experience through the launch of same day 1 hour Click & Collect will help us meet customer expectations. The selection of a proven Order Management System has been key to enable these customer convenience improvements. We have made a really positive start by partnering with OneStock which combines the agility and expertise of the OneStock team and the robustness of their solution. Together we’ll deliver an amazing experience for customers and colleagues.

Chris Holyland – Group Digital Director, Pets At Home

With an implementation period of six months, OneStock’s agile Order Management System will be connected to Pets At Home ‘s existing IT systems via an ETL, centralising flows from SAP (ERP), HCL Websphere commerce, Aptos (POS) and Narvar (post-purchase tracking).

Romulus Grigoras OneStock

Implementing this customer-centric approach in response to changing expectations will allow Pets at Home to deliver a best-in-class online proposition. Shoppers can check local stores and be confident they can buy the goods and services they need. Once again, it shows that the Order Management System is increasingly becoming the cornerstone of every retailer’s IT system across all retail sectors. We look forward to further supporting the Pets at Home Group in the years ahead.

Romulus Grigoras – CEO, OneStock

Further reading