Pet Drugs Online

A digital triumph in making pets better and pet owners happier

PDOL case study image - cockatoo, dog, chameleon

In 3 years True has digitally transformed us. This is not marketing rhetoric. We have gone from a chaotic cottage industry to winning two gongs at the Online Retail Awards. Our revenue has more than doubled and profit has increased by a factor of over 50.

Simon Sutton, Managing Director Pet Drugs Online
3 cure-all prescriptions for business growth

We looked at 3 key areas: the brand itself, the service offered to customers, and the way technology is used to deliver this service. These areas came together to make PDOL stronger, better and smarter than its competitors.

Stronger brand

Stronger brand

Working closely with PDOL, we developed a new brand proposition that redefined PDOL as the pet owner's other best friend.

Armed with extensive research (including a study on pet and owner vs. parent and child relationships from the University of Veterinary Medicine, Vienna), we created a new logo and visual identity, supported by brand guidelines designed to ensure consistency across all communications. Focus groups and online surveys to current customers validated all our work. The response was overwhelmingly positive.

Back Better service

Better service

We reassure users about the prescription process and share veterinary expertise throughout the site.

Our UX team streamlined the checkout, incorporating new content to explain the ordering process. Customers can send photos of prescriptions to PDOL’s vets via the website. With no need to post, scan and send, or fax prescriptions, another barrier to mobile purchase evaporates.

When it comes to dispensing medication, accuracy and excellent customer service are vital. Multiple checks are made during ordering and dispensing.

"True’s work has resulted in a 99% rating from Feefo and 4.9 on Google from over 20,000 customers"

Back Smarter technology

Smarter technology

The site was built on Kentico and developed in MVC for optimal performance.

A caching layer around API calls makes it as quick as possible, whatever the load. A custom shipping engine sets shipping charges by territory, while a sophisticated API layer syncs data and prescriptions between the ERP and the website.

It is fully PCI compliant, with increased password security so customers can pay without re-keying their card details.

The bespoke functionality we built to allow multiple product options became part of Kentico’s Version 8 release.

Back Restart
Tim Jones (180 x 180)

Set us a challenge

If you've got a specific business challenge, we’d love to help you tackle it. Please get in touch with Tim.
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