01 September 2000



U.S. Allpets.com Expands Multi-Channel Capabilities

The U.S. online and catalogue pet retailer Allpets.com which is a subsidiary of Pet Quarters, Inc are upgrading their IT and internet support systems with new front-end e-business applications integrated with an industry leading back-office order management system, it was announced this week.

Smith-Gardner, a leader in end-to-end software solutions for e-commerce is to supply its Ecometry business suite to help manage Allpets e-commerce and catalogue operations.

The customer-focused Ecometry system will allow Allpets.com to implement an e-business structure that will support its planned growth into multi-channel operations.

"We take pride in offering high-quality online and offline customer service that serves our broad selection of products and customers" … "in over 90 countries worldwide," said Mike Kelly, Executive Vice President of Allpets.com operations.

"In our business it is imperative to have a technology solution that can manage all customer interactions, as well as the entire fulfillment process seamlessly. Smith-Gardner provides that solution and allows us to grow as a true multi-channel retailer."

"Allpets.com is a leading pet products company that is rapidly expanding its customer offerings," said Gary Hegna, Chairman and CEO for Smith-Gardner.

"Ecometry allows Allpets.com to establish a new technology infrastructure for the next generation of its business model. The solution is designed for companies that want to strengthen customer relationships through all sales channels."

This investment in the integration of the Ecometry system will provide Allpets.com with significant performance and cost benefits in the competitive global pet retail market.

Highly interactive and customised web-sites are the key to acquiring more customers at lower costs and retaining them through higher satisfaction.

Where physical 'bricks and mortar' shops invest substantially in location and target the 'average' customer, on-line stores need to use digital information to customise their wares and cater to each individual shopper.

Front end systems must work seamlessly with internal systems, handling routine tasks and eliminating as far as possible the time wasted on data input and processing so that staff are freed up to do more challenging work and deal with exceptions.

Failure by UK companies to keep up with the pace of change demonstrated by the likes of Allpets.com will mean that they will not provide the satisfying experience that their customers are expecting from a transaction.

By removing internal inefficiencies, sales staff, freed from order processing, can enjoy the experience of becoming consultants to their customers providing advice and adding real value to the transaction.

UK retailers should never forget that, on the Internet, comparison with a rival site is just one click away.

Related Sites:

allpets.com

smith-gardner.com


Copyright 2000 Steve O'Malley (UKPets).
This article may be reproduced with permission of the author and correct attribution to the source. Some parts of this article are taken from the press release published on 29 August 2000 at the Allpets.com web site.