About the Customer

Healthy Pet Austin of Austin, Texas, is a full-line pet supply store with multiple locations and big aspirations. The store opened at the Shops in Arbor Trails in 2012 by co-owners Chris Jabbori and Trevor MacKellar. The friends and business partners steadily expanded their business over time and even opened their fourth location before the pandemic began.

Today, the team at Healthy Pet takes pride in the wide variety of pet products that they sell. You can find everything from wet and dry dog food to treatments, grooming supplies, and more. This pet supply store provides everything you need to take great care of your animal.

Business Challenges

With the expansion of their business, Chris and Trevor quickly learned that they needed to find “the proper platform that can sustain the growth of the business” and integrate with their systems seamlessly.

At first, Chris and Trevor turned to a website platform company in the pet industry to handle their website. But, they found the site to be clunky. And they constantly encountered issues and limitations. One major issue was the difficulty differentiating orders for each location. They knew it was time for a more professional vendor who could help their business grow and drive sales.

After some research, Trevor found New Media Retailer (NMR), a company that could provide a “one-stop-shop” for his website and digital marketing needs.

Solution

NMR took the time to understand Trevor, his business, and his business goals.

Together, they brainstormed solutions for this multi-location pet store.

Trevor noted that it was “important to figure out which locations would be responsible for fulfilling orders. This multi-store fulfillment issue was an existing issue dating back to the opening of the second location in 2015, and we never had a solution for it until working with NMR in 2019.”

With NMR’s valuable industry knowledge, the team recommended using the ecommerce platform Shopify, which allowed Trevor to filter orders by store location. His team would be able to have more control over order processing and fulfillment within a single platform.

A few months after going live, the site was already seeing results. Customers placed hundreds of orders.

It didn’t take long for Trevor to notice some trends. Specifically, the Healthy Pet team saw an uptick in customers placing repeat orders for local delivery. They quickly realized they needed a powerful solution for Local Recurring Auto Delivery.

After working with his NMR specialist, Healthy Pet implemented a way for customers to subscribe to automatic orders via delivery or shipping. This repeat delivery solution gave customers more ways to shop and encouraged customers to keep their business with Healthy Pet.

Outcome

Healthy Pet Austin leveraged their closeness to their customers, winning brand and excellence in customer experience to become a local hub for curbside pickup and delivery. They quickly realized that they could outcompete big box stores and other online retailers with the right online marketing tools and support.

Trevor and his team saw tremendous results since launching the new website:

• The online store is doing over $100K per year in scheduled recurring local delivery orders.
• Staff can now use the online catalog as a tool in-store.
• Customers can start a subscription for either delivery or shipping.
• Revenue has progressed from $1,300 per month in 2019 to an average of $60,000 per month in 2021.

That’s not all. The new website attracted more opportunities for Healthy Pet to grow its business. Soon, Trevor’s vendors wanted to pay to promote their brands and products on his website. Healthy Pet started receiving sponsorship dollars from pet supply vendors, making the site even more profitable.

For Chris and Trevor, working with a dedicated website specialist helped them realize their online potential. Their partnership with NMR prepared them to tackle every challenge and create new opportunities.

Conclusion

Healthy Pet gained new customers and so much more with the launch of its new website.

When reflecting on his experience with New Media Retailer, Trevor says, “my expected outcome was exactly what I was looking for, a team that could help me build the website and help me manage it on an ongoing basis. We can adapt and never stop progressing with the new customer of the modern age and be a valiant player in the industry and compete with the big box stores.”