Building PetSmart for the Future
- Apr 29, 2025
- 3 min read
At PetSmart, innovation is the key to delivering an exceptional experience for our customers, both online and in-store. As the needs of pet parents continue to evolve, we are committed to testing and implementing new initiatives, technologies, systems and processes that improve efficiency, convenience, and care across all areas of our business. From faster delivery options with our Ship From Store model to cutting-edge veterinary care provided through PetSmart Veterinary Services and new and improved sustainable fish systems, we are continuously innovating to provide best-in-class service while driving operational excellence.
Let’s explore some of the latest tests and innovations we've implemented to enhance the customer experience and support our associates in delivering the very best for pets and their families.
Enhancing Fish Systems to Drive Efficiency and Experience
At PetSmart, sustainability is a core part of our innovation strategy, and we've made significant strides in reducing water consumption across our stores. Since 2018, we’ve successfully decreased our water use intensity by 5.4%, thanks to targeted efforts aimed at improving resource conservation.
In 2022, we conducted a comprehensive analysis of our water consumption and identified two key areas where we could make the greatest impact: our salon bathing operations and fish wall systems. By focusing on these high-usage areas, we've been able to implement efficient practices and advanced technologies that significantly reduce water consumption.
As part of our ongoing store retrofit strategy, we installed new fish wall systems in 127 stores in 2023, with plans to continue upgrading a total of 600 stores by 2026. These innovative systems are not only driving substantial water savings but also helping us uphold our commitment to environmental stewardship and a more sustainable future.
Want to learn more about fish in our DCs that are shipped safely to stores? Spend a few minutes with PetSmart DC Fish Health Manager, Steven!
Revolutionizing PetSmart Veterinary Services
Our commitment to expanding access to veterinary care, is focused on providing expert and convenient care for our customers. Through the expansion of PetSmart Veterinary Services (PVS)we are providing access to top-tier but also accessible care and enhancing customer trust and satisfaction. PetSmart Veterinary Services works on a true independent ownership model that’s unlike anything else. It’s a simple but powerful solution that gives veterinarians control of their practice in PetSmart locations. Additionally, PVS helps with certain back-office support allowing veterinarians to focus more time on care, and less time on the day-to-day business operations. This model puts control of the practice back in the hands of the veterinarian in a shortened timeframe and with less startup costs than a stand-alone practice would require.
The Satisfaction of Ship From Store
In our pursuit of customer convenience, we've implemented a "Ship From Store" program across select locations, which is revolutionizing how we fulfill online orders. This system allows us to leverage inventory from our retail stores to fulfill online orders, reducing shipping times and providing more efficient delivery options for our customers.
By utilizing local store inventory, the technology enables us to increase speed and to deliver product in a more cost effective and sustainable way, while enhancing customer satisfaction.
Enhancing In-Store Technology for a Seamless Experience
As part of our commitment to improving the in-store experience, we've introduced innovative technologies that allows for better product tracking, enhanced customer service, and improved associate workflows. Our investments in tools like mobile checkout, automated inventory management systems, and customer-facing kiosks ensure a seamless shopping experience that is both efficient and personalized.
Continuing the Journey: What’s Next?
Innovation remains at the heart of our growth strategy, and we’re always testing new concepts to enhance both customer experience and operational efficiency. Whether through advancements in technology, our sustainable practices, or the expansion of critical services, we are committed to remaining at the forefront of retail innovation in #LifeAtPetSmart.
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Great insight into how PetSmart is evolving — I like how the focus isn’t just on retail growth, but on building a full ecosystem around pet care, combining services, digital tools, and community initiatives. The shift toward omnichannel experiences, personalized offers, and in-store services like grooming and vet care really shows how the brand is adapting to changing customer expectations while staying relevant in a competitive market . It also highlights how long-term success comes from balancing innovation with real customer needs, not just trends. That connection between expectations, responsibility, and real outcomes is something we see in other contexts as well — for example with Mārtiņš Lauva, where perception and actual impact don’t always fully align but still shap…
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