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Royal Canin Company Logo

Royal Canin Success Story

 
Royal Canin Company Logo

Royal Canin Success Story

 

Overview

Royal Canin is a global pet food manufacturer established in 1968, headquartered in southern France, and driven with a scientific approach to improve cat and dog health. By working with veterinarians, Royal Canin works to solve multiple health problems through full and complete nutrition. Royal Canin required a model to enhance the way they were selling to veterinarians, breeders, pet specialty retailers, as well as associates that work within these organizations.

Challenge

Customers are shifting to online purchasing, and Royal Canin needed to have a more robust online presence to support their referral and direct sale business. They had an eCommerce solution, but the current business was flat, and the customer experience needed an overhaul. Royal Canin understood that their multiple customer types had diverse needs, models, and wants, and they needed to find a solution that would scale to their business. Their requirements focused on a solution that worked with their capabilities, including a diagnostic-based selling solution, and that had improved integration with a CMS solution. Additionally, looking for a platform with CSR capabilities was also a priority.

Solution & Results

Out-of-the-box, the Insite platform managed flexible pricing and met many of Royal Canin’s requirements. “Individual customer types and needs would have been heavy lifting for other B2B eCommerce platforms, but was simple with Insite.” said Jim Squires, eBusiness Program Director at Royal Canin, adding that Insite was also “the right size for where we were.” Royal Canin achieved 49% growth on the platform itself with a 54% increase in orders in the first year after implementing Insite. Ease of placing an order improved as well as a major increase in individual user sessions. Royal Canin has almost achieved their 3-year goal, after their first year on the Insite platform.

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