Royal Canin North America
Premium product with premium care
Dedicated to providing health through premium nutrition for pets, Royal Canin North America wanted to build a more effective relationship with its customers and consumers. Stocking and product shortages during the pandemic caused the company to rethink its production and distribution management processes.
Challenges
The company’s customers needed to know that orders would be fulfilled even if the products weren’t available in their area. Customer Care also had to become easier to access and more efficient.
Solutions
Royal Canin North America engaged the Fujitsu GLOVIA OM solution, implemented before the pandemic, to enhance predictability and strengthen its relationships with customers and consumers.
Outcomes
- Rebuilding trust with better availability of products across distribution channels
- Providing better service through improved customer care
- Improved engagement through advanced loyalty programs
"It’s not just the solution, it’s how you implement it. It’s the partner, the deployment, the plan, the change management."
Rick Hall, Chief Information Officer, Royal Canin North America
