The most successful pet retail stores of the future will be those that use modern technologies strategically to support employees and create more time for advice, service and customer loyalty. This is the prediction of author Patrick Hinsberger from retailsolutions, who is responsible for the SAP CAR & Store business area.
The pet retail sector is undergoing significant change. For many people, pets have long since become members of the family. As a result, expectations regarding product ranges, availability, service and advice are increasing. Today’s customers expect not only high-quality products for their animals, but also a convenient and seamless shopping experience, regardless of whether they shop in-store, research online or use digital services. At the same time, personal advice remains a key success factor. Especially when it comes to topics such as animal health, nutrition, allergies or species-appropriate care, pet owners continue to value direct interaction with qualified experts.
The pet stores of the future will therefore be neither fully automated nor operated exclusively according to traditional models. Instead, hybrid concepts will emerge. In the future, customers will be able to choose between self-checkout, Scan & Go, digital information services or personalised advice from trained staff.
Employees will increasingly become consultants, while digital solutions take over routine tasks and simplify processes.
Digital assistants
Artificial intelligence and modern automation are already helping to make retail processes more efficient today. Digital assistants can, for example, support pet owners in selecting products and recommend suitable food or care products based on factors such as animal species, age or individual needs.
Mobile applications enable customers to access product information, ingredients or feeding recommendations directly at the shelf. New opportunities are also emerging for employees. Intelligent systems support them with product availability, shelf management, stock control and assortment optimisation. This creates more time for personal customer advice.
How such retail concepts can work in practice is demonstrated by the S.Mart Store developed jointly by SAP and Aramark at the SAP campus in Walldorf. The store is open around the clock and offers various checkout options, ranging from Scan & Go and traditional self-checkout terminals to automated product recognition using RFID technology. In the background, SAP systems, AI applications and partner solutions ensure that inventory, prices and transactions are processed in real time.
Although a fully automated store may not be the right model for every pet retailer, this example demonstrates which technologies are already available and how they can be applied effectively. This creates interesting opportunities for the pet retail sector. Possible applications include smaller, digitally supported sales formats at veterinary clinics, dog training centres or residential areas. Existing stores can also be enhanced with digital services that provide additional information on products, ingredients or feeding recommendations.
RFID technologies and intelligent sensor systems
The more digital and connected the retail environment becomes, the more important the backend infrastructure will be.
Prices, promotions, customer programmes, inventory, supply chains and transactions must always be up to date and consistent. Modern ERP platforms such as SAP Retail or SAP S/4HANA Retail provide the foundation for mapping these processes in real time and managing them across different sales channels.
Product availability is particularly important in pet retail. Pet owners expect essential food or care products to be reliably available when needed. At the same time, requirements for omnichannel processes such as Click & Collect or online availability checks are increasing.
Backend systems are increasingly evolving from simple administrative tools into intelligent control centres. They connect physical stores, online shops, customer apps and digital store formats, creating the foundation for data-driven decisions. Only when these processes work reliably in the background can innovative shopping experiences be successfully implemented on the sales floor.
Trust remains the most important factor
Despite all technological possibilities, customer trust remains crucial. Especially in pet retail, people buy products for their animals and place great importance on quality, transparency and expert advice. Technology can help provide information more quickly and make processes more efficient, but it cannot replace personal expertise.
The most successful pet retail stores of the future will be those that use modern technologies strategically to support employees and create more time for advice, service and customer loyalty.
Please note: This article is an English translation of the original German version. In case of any discrepancies, the German version shall prevail.
