Levallois-Perret July 2022 – After months of testing and shortlisting suppliers, PharmaPets has chosen Emarsys to overhaul its customer engagement platform (CEP), work on the data and the resulting insights, and personalize the customer experience.
Created in 2018, PharmaPets is an online pharmacy for pets that offers a range of healthy food products, supplements, and accessories for all types of animals. When necessary, the PharmaPets staff can draw on the expertise of the many veterinarians and veterinary care assistants in their team of experts to deliver advice and information on best practices.
Scaling up efforts after the previous work on the CRM system
Serving over 400,000 customers, PharmaPets had already worked on improving its CRM system but needed to take its efforts even further to reflect the company’s years in business. Driven by its need for a real CEP strategy, the online pet store was primarily on the lookout for a user-friendly platform featuring easy access, capacity to scale to keep up with the company’s exponential growth, and the ability to use real personalization in redefining the approach and the customer experience. Jan Coddens, CRM Specialist at PharmaPets, explains: “Above all, we needed personalization and greater insights into our data. We required clear and comprehensive dashboards, so that’s why we took our time choosing. We tested a huge number of platforms, and we’re delighted to have chosen Emarsys, which ticked all the boxes on our needs list.” He concludes: “The main challenge we’re facing at the moment is migrating to the platform as quickly and seamlessly as possible, and the Emarsys teams are capable of doing that as well.”
Younès Ben Maïz, Global Sales Lead – GTM at Emarsys, says: “We’re extremely proud to help PharmaPets offer its customers a hyper-personalized experience and stand out from the competition. The pharmaceutical and pet sector is a complex, but fast-growing market. Using our solution will produce a real impact on PharmaPets’ path to purchase while addressing the various challenges that the team identified when deciding to adopt an omnichannel solution.”
Here at PharmaPets, we dream of a world where pet health is no longer restricted to a privileged few, but available to everyone. Drawing inspiration from our veterinarians, we have developed a platform containing an affordably priced range of superior quality products, advice, and services tailored to your pet’s health. Your pet’s well-being is our top priority.