About The Pet Supplies Customer

After 25 years of distributing more than 12,000 pet supply SKUs to retailers in the USA, a leading pet products company approached FOYCOM to help develop an online strategy to leverage omnichannel wholesale and direct-to-consumer sales along with current B2B Operations. The company recognized the growing demand for digital transformation and saw an opportunity to reach a wider audience through an online presence. By partnering with FOYCOM, they aimed to seamlessly integrate their operations with a new eCommerce platform(B2B & B2C), ensuring that inventory, orders, and customer experiences are aligned across channels. FOYCOM's advanced ERP solution was customized to support this expansion, empowering the company to efficiently manage B2B orders, streamline logistics, and boost customer engagement across multiple channels.

Typical Workflow Of Pet Supplies Business

The Challenges Faced By Wholesale Pet Suppliers

Wholesale pet suppliers face unique and complex challenges that impact operations & customer retention. Key challenges the Pet   business was facing included:

Omnichannel Integration & Data Management: 
Managing inventory and sales across multiple channels, including multiple warehouses, retail stores, online marketplaces, and direct-to-consumer platforms, requires real-time data synchronization and seamless integration to prevent stockouts and backorders.

Catalog Adaptation & Product Information Management (PIM): 
Pet products require detailed information, including specifications such as breed compatibility, dietary considerations, and size. Wholesale businesses often rely on vendor-provided product data, which can be inadequate for marketplace optimization, requiring additional efforts to meet eCommerce standards of different Marketplace like Amazon, eBay etc. Inconsistent or insufficient product data can lead to low conversion rates and loss of customer trust and this is something customer was experiencing it. 

Inventory & Supply Chain Management:
Balancing stock levels across multiple channels is complex, as it involves responding to fluctuating demand while avoiding stockouts or overstocks. Moreover, wholesale pet businesses must handle high-volume orders and manage supply chains that can vary in consistency.

Order Fulfillment & Distribution Requirements:
Fulfillment for B2B, B2C, and marketplace orders requires precise coordination. Key fulfillment challenges include kitting and boxing items for specific channels, scheduling booking slots for timely deliveries, coordinating with veterinary inspections, and managing returns. Additionally, regular stock counts and stock reports are essential to maintain visibility and meet marketplace standards. And here the client was facing major problem. 

Personalization & Customer Engagement:
With increased competition, pet owners expect personalized recommendations based on pet breed, tailored product suggestions, and flexible shopping options. Meeting these expectations at scale requires technology capable of handling high SKU counts and customer data insights and the client was way behind on these when compared to competitors. 

Complex Logistics & Compliance:
Managing logistics for various fulfillment channels, such as Amazon FBA, direct shipping, and retail stores, is complex. This challenge is compounded by industry-specific compliance needs, including customs paperwork, veterinary inspections for certain products, and return management.

Inventory Forecasting & Demand Fluctuations:
Client was not able to predict the product demand as a result was going out of stock for trending products as well as over stocking for other. Demand can be seasonal or fluctuate due to trends, promotions, and economic factors. Efficient forecasting system was essential to balance stock levels and ensure product availability without overstocking.

Solution From FOYCOM Wholesale ERP 

To address these multifaceted challenges, FOYCOM implemented a robust ERP solution tailored to the needs of wholesale pet suppliers. The solution included the following key components:

Centralized Data Management For Omnichannel Integration:
FOYCOM’s ERP synchronized data across B2B eCommerce, B2C online and offline, and marketplace platforms like eBay, Amazon etc. providing the pet business with a single, unified view of inventory, orders, and customer data. This enabled real-time updates across all channels, helping the company avoid stockouts and streamline fulfillment.

Advanced Product Information Management (PIM):
FOYCOM’s PIM module enriched product data by bridging gaps between vendor-provided details and eCommerce requirements. This ensured that product listings contained comprehensive information, fostering customer trust and driving conversions. The PIM also allowed for quick updates across channels when new product variants or attributes were added.

Advanced Inventory Management:
FOYCOM’s ERP solution empowered the client to track and manage inventory in real time, adjusting stock levels dynamically based on sales forecasts and actual demand. This feature helped in handling complex replenishment needs and reducing the risk of overstocking or stockouts.

Inventory Forecasting & Demand Planning Dashboard:
FOYCOM’s demand planning dashboard helped the client anticipate demand based on seasonal trends, customer buying behavior, and sales data, reducing instances of overstock and stockouts. This improved stock availability during peak seasons and reduced waste on perishable items.

Fulfillment Optimization For eCommerce Pet Supplies:
FOYCOM’s ERP solution provided a streamlined approach to fulfill B2B and B2C orders for channels like Amazon, Shopify, and supermarkets. The ERP handled specific fulfillment requirements such as kitting products into boxed units for Amazon, organizing booking slots for timely deliveries, scheduling veterinary inspections, and managing stock across all sales channels. The system also facilitated customer and client communications, such as weekly review calls, site visits, and efficient return management, thereby enhancing the customer experience and operational efficiency.

Logistics Optimization & Compliance Automation:
FOYCOM’s logistics module integrated with third-party fulfillment services and offered specialized solutions, such as kitting, shipment tracking, returns management, and regulatory compliance. For items requiring customs paperwork or veterinary oversight, FOYCOM’s ERP streamlined the documentation process to ensure timely and compliant delivery.

Automated Marketing Along With Customer Segmentation:
FOYCOM’s CRM empowered the client to create personalized marketing campaigns by segmenting customers based on purchase history, pet types, and preferences. This drove customer engagement, offering tailored product suggestions that built brand loyalty and increased retention.

Outcome & Benefits Of FOYCOM ERP Solution

Through the implementation of FOYCOM’s ERP solution, the client experienced a significant business transformation. Here is a few highlight of the outcome that client experienced:

Higher Revenue Growth Across Channels:
By expanding into D2C and optimizing marketplace presence, the client increased revenue by more than 25% within the first six months of implementation.

Improved Operational Efficiency:
By automating inventory management, fulfillment, and multi-channel synchronization, the business was able to reduce operational costs and streamline its supply chain. This efficiency enabled the team to focus more on strategic growth initiatives rather than daily operational tasks.

Enhanced Inventory Management:
With accurate demand forecasting, the business was able to reduce overstock issues, particularly with seasonal items, ensuring optimal stock levels and reducing waste.

Improved Customer Experience and Loyalty:
The personalized marketing campaigns and improved product information built customer trust and loyalty, leading to higher customer retention rates.

The Outcome Of The Solution Provided By FOYCOM

The above highlights how FOYCOM wholesale ERP solution addressed the complex challenges a pet supplier faces, from omnichannel integration to logistics & inventory management and customer engagement. With FOYCOM’s comprehensive approach, the client successfully transformed their operations, streamlined processes, and positioned themselves competitively in wholesale and retail markets.