Service Industry Case Study for Veterinarians

  • Executive Edition

  • Microsoft Dynamics RMS, Magento
  • Australia

Greencross LTD is Australia’s largest pet care retail group. Greencross offers pet owners access to a network of specialty pet solutions including products, services, and knowledgeable advice, providing customers with exceptional pet care.

Greencross retail objectives are to:

  • Provide customers with the products, services, and advice they need to become great pet parents.
  • Make shopping for pets simple by employing trained staff members that are passionate about pets and ready to assist customers in caring for their pet.
  • Remain committed to the wellbeing of pets by actively supporting pet adoptions through various charitable shelters and organizations.

The Challenge

With a dedication to customer service in mind, Greencross LTD wanted to launch a seamless omnichannel loyalty, promotion, and inventory management solution across their multiple brands and locations. They wanted to reward their best customers and track manufacturer funded discounts across all locations. However, with over 300 retail and pet clinic locations and multiple POS systems, including Microsoft RMS, RX works, and a Magento e-Commerce system, finding a loyalty and inventory tracking solution that offered seamless integrated across all consumer sales channels was extremely challenging.


Through a partnership with bLoyal, Greencross LTD first launched a points and frequent buyer based loyalty program, as well as an automated engagement strategy that functioned across its Petbarn and Animates brands. Our system connected all their locations and leveraged each location’s existing POS investment.

Petbarn eventually launched an omnichannel loyalty program through an integrated Magento web store, which also tracks inventory down to the SKU level across all locations. Greencross continues to expand their brands within the bLoyal system. Since Petbarn’s launch, they have added City Farmers retail locations and Greencross pet clinics, as well as associated loyalty programs through the bLoyal system.

The bLoyal platform manages promotions and discounts across all retail and pet clinic brands, provides real-time inventory, and provides data for all consumer engagements for Greencross.