Page 15 - CBM22Awards

~ Ranpak ~

MEDPETS:

PUTTING THEIR

CUSTOMERS AT

THE CENTRE

WINNER
POWERED
BY
Text: Sanne Leenders // Photos: Medpets, AdobeStock

Medpets is one of Europe’s leading e-commerce companies, offering everything to support
the health of your pet. Medpets made their official debut in the Netherlands back in 2008 and
expanded to Germany, Austria, Belgium, France, the UK, and Denmark in the following years.
The first defining trait of Medpets is their clear bet for offering a combination of high-quality

premium products and a high-quality customer journey. A completely customer-obsessed
approach has led the company to hire its own veterinary team to provide the best possible
customer care for its clients.

irst of all, let us begin by telling our audience a of providing the healthier and most secure alternative in
little bit about Medpets. premium products to our pets.”
F“Since its founding in 2006, Medpets has become the
online health shop for many people’s pets, offering a wide How has your cross-border experience been so far?
range of quality pet products. The company is serious about Please, let’s recall at least one challenge and one
exemplary customer support, including putting the health of learning.
pets first by keeping a veterinarian or veterinary colleague on “We are selling exclusively to countries inside the EU at this
hand at all times to help with advice.” time: the Netherlands, Germany, Austria, Belgium, France,
and the UK. The UK is, well, not part of the EU, but so far,
If you had to choose one competitive advantage for we still sell there, and we will continue to do so. Most of our
Medpets, which would that be? orders go to the Netherlands, Germany, Belgium, France, and
“It would be our veterinary team, not only the fact that we the UK. And we believe in doing everything ourselves; we do
stand for quality and good products, but also that we provide all the picking, packaging, and delivery. We haven’t outsourced
professional advice. It’s trust, it’s knowing that what you are any fulfilment service. And keep in mind that some of these
buying is indeed the best possible product for your pet, the countries are really large markets. For example, in Germany,
healthiest. Medpets wants to put the customer at the centre we have to send three trucks into Germany every day.
and provide them with an almost perfect customer journey.
That’s the reason why we have pursued the philosophy of The only thing we do not have in-house is the logistics part
doing everything in-house regarding marketing and customer from our warehouse to your own door. But we also have a
care. We have our own localisation teams, our own customer development department. And we know this is something
care teams, and our own logistics and marketing. Basically, that the customer might not notice at first glance, but it
everything that we could do in-house, we do it. Because this creates a seamless customer journey, and that’s precisely what
allows us to permeate the entire organisation with our culture we want.

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