The largest independent pet franchise in North America is supporting aggressive growth with a store communications and task management platform.
Pet Supplies Plus, which upped its expansion plans in 2022, utilizes the Opterus OpsCenter solution to improve store communication and streamline task management as it onboards new franchise owners, stores and employees.
Before partnering with Opterus, Pet Supplies Plus leveraged a self-created and self-hosted depository to run internal communications processes. As a result of challenges arising from ongoing labor shortages, the retailer looked to improve its communication processes in a way that would benefit both store owners and employees.
Since then, Pet Supplies Plus has deployed the Opterus OpsCenter platform to increase the functionality of store communication and task management to more than 690 locations, two-thirds of which are franchised. Once a new store owner signs a franchise agreement, one of the first systems the retailer provides them access to is OpsCenter.
This provides franchisees with immediate access to more than 300 standard operating procedures and other documents that help familiarize them with systems and processes. The retailer intends to facilitate quicker understanding of and adjustment to its operations.
In addition to offering a dedicated dashboard, OpsCenter also features a mobile app that allows employees instant access to standard operating procedures on the sales floor. Through this mobile functionality, employees can create and display tasks, manage orders, send messages, and search for documents.
“Opterus has been a great partner as our brand continues to evolve and grow,” said Kelly Mason, manager of store communication, process and neighbor services, Pet Supplies Plus. “OpsCenter’s dedicated dashboards have helped facilitate smooth onboarding processes and business intelligence for continued success as we manage live animal care, hiring, private brand support, a rewards program and more.”
“It has been a joy to work with and service Pet Supplies Plus for the past decade,” said Gary Stonell, senior VP, sales and operations, Opterus. “The retailer has done a successful job navigating all aspects of the ever-changing retail landscape, and it has been a privilege to work alongside the company. We look forward to continued collaboration as it looks to further retail growth and operational excellence.”
Headquartered in Livonia, Mich., Pet Supplies Plus is a subsidiary of Franchise Group Inc. operating over 690 locations in 41 states and an e-commerce site.