## PetSmart: Doing Anything And Everything for Pets
PetSmart was started in 1987 by the pet-loving spouses Jim and Janice Dougherty in Phoenix, Arizona. The Dougherty’s started the brand as a warehouse-type pet food shop that sold bulk at discount prices. 36 years on, PetSmart is home to more than 50,000 knowledgeable pet care associates and 750+ in-store vet clinics that guarantee your miniature friend can be shopped and cared for in one place.

PetSmart is the number one pet supplies brand in the US, with a 29.2% pet store market share. The onset of the Covid-19 pandemic also saw its e-commerce wing pick up the pace, and more customers pamper their pets by ordering goods online.

[![PetSmart-order-tracking-solution-by-trackingmore-2](https://blog.trackingmore.com/wp-content/uploads/2023/07/PetSmart-order-tracking-solution-by-trackingmore-2.png "PetSmart-order-tracking-solution-by-trackingmore-2")](https://blog.trackingmore.com/wp-content/uploads/2023/07/PetSmart-order-tracking-solution-by-trackingmore-2.png "PetSmart-order-tracking-solution-by-trackingmore-2")

To constantly improve its customer experience, PetSmart launched several initiatives, including same-day delivery, guaranteed 2-day delivery, free shipping, and auto-shipping options for its customers.

However, with on-time delivery performance below the expected levels, the company needed a shipment tracking solution with a centralized dashboard to provide better shipment visibility.

## Improved Shipment Visibility Drives Revenue Growth
> Eric Sterchi, Distribution Center Operations Manager at PetSmart, added, “We found TrackingMore via an online search, and their support team was gracious enough to talk to us about the tracking solution that perfectly matched what we needed to improve shipment visibility.”

**A better way to manage delivery expectations**

The lack of a reliable delivery experience management solution that could give PetSmart centralized real-time, end-to-end order visibility affected how well the brand could communicate with customers post-purchase. Many customers did not know when to expect their deliveries, which often left them frustrated by the online ordering and delivery process.

But with TrackingMore’s tracking API and Webhooks, PetSmart could automatically track the status of all customer orders, which could be integrated into its after-sales communications, enabling it to manage customers' delivery expectations better.

[![PetSmart-order-tracking-solution-by-trackingmore-3](https://blog.trackingmore.com/wp-content/uploads/2023/07/PetSmart-order-tracking-solution-by-trackingmore-3.png "PetSmart-order-tracking-solution-by-trackingmore-3")](https://blog.trackingmore.com/wp-content/uploads/2023/07/PetSmart-order-tracking-solution-by-trackingmore-3.png "PetSmart-order-tracking-solution-by-trackingmore-3")

**Improved on-time delivery rate **

Before implementing TrackingMore’s tracking API and Webhooks, the PetSmart logistics and customer care teams had to manually extract order information from individual carrier websites for thousands of orders. There was no possible way to gauge carrier performance. With TrackingMore’s wide range of carrier integration and strong API capabilities, PetSmart could now easily maintain shipment visibility of over 99%.

Furthermore, a centralized data hub allowed PetSmart to make smarter decisions by easily identifying each carrier’s route and location and knowing which logistics partner is least likely to meet their SLA. This data-driven decision-making helped PetSmart improve its OTD rate to 95%.

**13.15% Increase in total revenue **

TrackingMore helped PetSmart drive even more revenue and create unique customer experiences. PetSmart’s total revenue increased by 13.15% in 2021 to $8 billion, up from $7.07 in 2020. E-commerce pet sales were $1.046 billion, which accounted for 13.08% of the total revenue earned. The company was also able to achieve a 40x ROI.

> Eric Sterchi, Distribution Center Operations Manager at PetSmart, reflected on this, “We started using TrackingMore tracking API and webhooks in Spring 2020, and by the end of 2021, our e-commerce sales had improved and now made up 13.08% of the total revenue we were earning.”

PetSmart Uses TrackingMore to Enhance On-time Delivery Rate

13.15%

95%

Company Info

Results

13.15%

95%

Optimize your
customer post-purchase journey

PetSmart Uses TrackingMore to Enhance On-time Delivery Rate

13.15%

95%

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Company Info

Results

13.15%

95%

Read more customer stories

Optimize your customer post-purchase journey

Optimize your
customer post-purchase journey