Petco, the renowned American pet health and wellness company, has taken a giant leap towards customer experience excellence through its collaboration with Teamwork Commerce. In this exciting success story, Guillermo Prieto, CIO of Petco Mexico, shares how this partnership has revolutionized their operations, propelling them towards true omnichannel capabilities, where every pet and owner are the ultimate beneficiaries.

Before Petco embraced Teamwork Commerce solutions, it faced significant challenges in maintaining a consistent experience across all platforms. With 127 physical stores, an app, and an online store, centralizing information and ensuring customer satisfaction were critical concerns. The implementation of Teamwork Commerce’s Point of Sale and Inventory Control System, seamlessly integrated with Petco’s CRM, Loyalty Program, and Online Store, marked a big shift.

Since then, Petco has built a real-time 360-degree customer profile. Balances, coupons, preferences, history, and promotions – all in one place. This has led to a big decrease in return-related friction and an enhanced shopping experience, both in physical stores and online.

“Teamwork Commerce has helped us gain a holistic view of the customer for all of our systems; It has been the backbone for that. It helps Petco to be an omnichannel company.” Guillermo Prieto, CIO de Petco México.

Guillermo Prieto highlights Teamwork Commerce’s effortless integration with other platforms, further reinforcing the successful “Club Petco,” where 93% of the company’s transactions take place. Moreover, this collaboration has enabled effective customer segmentation to offer personalized experiences through push notifications and email.

“Teamwork Commerce has become one of the main pillars in achieving omnichannel at Petco. It has reinforced Club Petco, our successful loyalty program and we have managed to implement real-time targeted experiences to pamper our customers both in physical stores and in eCommerce.” Guillermo Prieto, CIO of Petco Mexico.

Petco employees have also experienced significant improvements in their day-to-day tasks. The intuitive iOS interface of the Point of Sale System has reduced the learning curve and streamlined the checkout process. Even in unstable network conditions, employees can continue providing efficient service, expediting the payment process using iPads, especially during peak hours.

Petco’s success story with Teamwork Commerce is a compelling testament to how the right technology can completely transform a company. The collaboration with Teamwork Commerce has taken Petco to new heights in omnichannel capabilities, delivering unique experiences and enhancing both customer satisfaction and operational efficiency.

“At Petco, we highly recommend Teamwork Commerce. The first point is scalability. It has proven to be a robust tool that has given battle to 127 stores, App, and Website.” Guillermo Prieto, CIO of Petco Mexico.

If you’re looking to take your company to the next level, check out Teamwork Commerce’s Flexible Tech Stack omnichannel solution.

Paul Stuart is an 84-year-old American brand that offers exclusive and custom-tailored clothing, sportswear, footwear and accessories for men and women. Founded in 1938 in New York City by Ralph Ostrove, who named the company after his son, Paul Stuart Ostrove, the company was created with the goal of dressing the American consumer in the very finest of men’s clothing.

In addition to the original Flagship store in New York City, Paul Stuart has stores in Chicago, Washington, DC, and Southampton.

Paulette Garafalo, the CEO of Paul Stuart, has been at Paul Stuart since 2016. At Paul Stuart, she’s advancing digital technology, new footwear and sportswear collections for men and women, as the company looks ahead to the future.

Paul Stuart is fully omnichannel since switching to Teamwork Commerce. In 2016 they began the journey by integrating their ecommerce business with the physical stores. Today, you can buy online and pick up in stores, as well as buy in stores and have it shift.

Before Teamwork, Paul Stuart faced challenges with inventory management, customer data information, and inventory optimization among the stores. There were many areas of the business that could not service the customer in the best way, since the company did not have the support from a proper system.

When Paul Stuart first implemented Teamwork, they faced challenges in their own infrastructure. “Training and development were a challenge, but Teamwork was right there for us and helped us understand the system and train our employees, which was critical to our success. We couldn’t have done it without their hands and attention,” mentioned Paulette Garafalo, Paul Stuart CEO.

Paul Stuart needed a customized system and Teamwork provided just that. Sales executives needed to be able to measure the customers, since each garment is a unique piece. Paul Stuart’s customers can pick their fabric, their sizing, and their measurements. Prior to that, Paul Stuart didn’t have a system that could support customized clients’ orders, send it to the factories and ensure that it comes in a timely manner.

According to Paulette Garafalo, one of the best attributes of Teamwork is that it is really easy to use. “Teamwork is the less complicated platform that we could provide to our employees to service the customer.” She also mentioned that with Teamwork Commerce, Paul Stuart empowers their sales associates to know more about the customer and personalize the experience. “Our sales executives now can look up the customer information, customer preferences, find the customer sizes, find merchandise for the customer, ring up the sale, and ship the goods.”

When COVID came, Paul Stuart faced the challenge of having employees returning to work. “Many of the employees were not comfortable yet being in a public space, and thanks to Teamwork we were able to work with a much more limited number of people. We could reduce our staff because our sales personnel could do all the functions”, mentioned Paulette Garafalo, CEO. Paul Stuart stores were able to shift, return, service, look up the inventory, and operate their business, still to this day with a much linear crew that they needed prior to the introduction of Teamwork.

Many other cases have come up where they needed Teamwork’s support, and the help has been personalized. “They responded to us, both with staffing as well as financially. When we hit COVID they were good partners to us, we were together to get through it. People and employees of Teamwork have a very more personal relationship with their clients and their partners than any other software company I’ve worked with.”, remarked Paulette Garafalo.

Paul Stuart CEO, Paulette Garafalo, mentioned that thanks to Teamwork Paul Stuart has changed the customer experience in all stores, both brick and mortar and ecommerce since they are fully connected.

“I would recommend Teamwork to anyone who is looking for a retail management solution. A wonderful partner and a success story.” Paulette Garafalo.

Teamwork Commerce provides efficient omnichannel experiences to Rockies’ fans across their stores. Fans can return a purchased item at any location throughout to stadium or greater Denver area. Teamwork’s strong cloud backend enables the Colorado Rockies to connect a variety of integrations to drive more engaging experiences.

The integration with Givex is a powerful integration for them as well. It was a must-have feature when they were looking for their mobile point of sale partner. With Coors Field now cashless, fans can take their cash and convert it into a gift card, giving them the ability to come back and use it in Rockies stores. The Givex integration also supports the Rockies’ season ticket loyalty program.

One of the biggest game-changers for the Rockies is Apple iOS technology and native Teamwork apps that are running on the iPads in store. The Rockies have taken full advantage of the mobility and flexibility that the iPads provide. If a game has higher attendance than expected, it is easy to take an iPad, download the apps and grab a printer and scanner to quickly set up a register.

This year, the Rockies faced a unique challenge when the MLB All Star Week was relocated to them 13 weeks before the events were to begin. Typically, teams have around two years to prepare for this game which presented some unique challenges for the Rockies retail operation.

The Rockies use Teamwork’s Dashboard app which enables them to see a live view of sales and other analytics of their choosing.

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Prada is a family business, specialized in elegant shoes for men and woman between 35-55 years old. They faced painful inventory control problems and reporting times of up to 15 days, until they decided to implement Teamwork Commerce Solutions. Today they have an Omnichannel platform and premiere customer service that allows them to make better decisions with real time data.

In this case study, you can read how Prada Shoes drastically reduced reporting times, enhanced customer experience and increased sales by adopting Teamwork Commerce Omnichannel Solution.

BEFORE TEAMWORK… THE HASSLE

Problems before adopting Teamwork commerce POS Solution

• Lack of information for key decision making
• Inability to post information for needed merchandise
• Unable to report on time to financials and accounting
• Stock counts were very slow
• Reports took up to 15 days

Poor customer experience and slow processes, as in every company, must have an impact in operations, and of course, in sales.

A DAZZLING SOLUTION

Nine years ago, Prada made the decision to end their struggle and adopt the most innovative solution they could find, so they selected Teamwork Commerce POS and OMS Solutions, providing their stores with a robust Omnichannel E-Commerce Solution.

Now associates have the most innovative technology at their fingertips, and thanks to the use of iPads in partnership with Apple, associates can easily move around the store, and go where their customers are, whether trying shoes, or selecting a handbag or other accessories.

In case customers need a different color or size, associates can easily search store inventory, and if necessary locate the item the customer needs in another store.

“Working with Teamwork Commerce has been a very friendly and simple experience, the truth is, it has made work a lot easier.” Ivonne Pérez Morales, Finance and Administration Director, Prada

Today, Prada personnel acknowledges Teamwork Commerce has considerably helped them with their workflows, as Teamwork Commerce has always done the custom reports they need.

FIRST-CLASS CUSTOMER EXPERIENCE

Teamwork Commerce has also considerably helped Prada improve their customer experience. Having all the information in a secure CRM, that allows them to be closer to their customers and give personalized service.

“Knowing the customer allows us to provide personalized service and give customers what they are interested in and what they need.”

In E-commerce Prada is now able to have catalogs, descriptions, prices, and give customers the right information at the right time, so they can continue shopping Prada.

As another customer experience improvement, Prada has now faster and more agile payment processes, also due to the fact that they have all the customer information to make them even faster.

“All the process is online and in real-time, and allows us to report to finance and accountability, operations, sales, and most importantly, make quick decisions”

“Integrations have allowed Prada to achieve objectives, by giving the ability to make secure and transparent transactions, being closer to customers and increase sales”

5 SIMPLE STEPS

Step 1: You just need an iPad for every Point of Sale, in order to take it where the customers are within the store. Associates can access all the information they need to make a sale.

“Working with an iPad is great, because it allows sales reps to approach customers on the go, to make sales.” Prada Employee

Step 2: download the apps.

Step 3: You need a card reader device.

Step 4: You need to have a point of sale.

Step 5: Then just make sales.

TESTIMONIALS AND OTHER ARTICLES

“Teamwork is always looking for the best and most innovative.”

“Prada is very grateful with Teamwork Commerce for 9 years of amazing business….”
Ivonne Perez Melgar, Finance and Administration Director, Prada Mexico.

YOU CAN IMPROVE YOUR CUSTOMER EXPERIENCE

Go to teamworkcommerce.com and book a demo, to learn how you can improve your customer experience, save time and make better sales with Teamwork Commerce today.