“E-commerce and home delivery have become a big part of our business,” said PetPeople CEO Carrie McDermott. “Working with OneRail gives our customers the level of delivery experience they want and deserve.”
PetPeople, headquartered in Columbus, OH, offers natural food, gear and supplies in each of its 75 neighborhood US stores and online at PetPeople.
“As a result of this OneRail partnership, we now can welcome even more customers for home delivery, by offering new options for people previously outside our delivery radius,” said PetPeople Director of Business Development Glenn Klava. “OneRail hit every implementation milestone for us and was ready to go in a matter of weeks — not months — which blew us away.”
“We understand that to a specialty retailer like PetPeople, one lost customer is a huge deal,” said OneRail Director of Enterprise Sales Brett Williams. “A failed delivery jeopardizes trust with valued customers and the potential for repeat business. OneRail is here to keep that trust intact with guaranteed delivery and 100 percent compliance to keep customers coming back,” he said.
The partnership also yields another quality assurance advantage for PetPeople: the inclusion of a real-time net promoter score to capture customer feedback. After a delivery is complete, customers rate their experience on a scale of 1-5 and have the option to add a comment. The resulting data become part of the algorithm that ranks couriers for future deliveries and only the highest-rated couriers display as options.
“What’s most impressive about OneRail is their team immediately understood the importance of going live in all our stores in advance of the holiday season — not just for sales but for customer experience,” Klava said, “and they were easy to work with throughout this entire process.”
“We’re excited to provide PetPeople with the highest-quality customer experience for pets and the people who love them,” OneRail CEO & Founder Bill Catania said. “Through our partnership, PetPeople and their customers can have the peace of mind of knowing their deliveries are in the hands of the best couriers in the business.”