Chewy.com Case Study

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Chewy.com integrates Strands Retail Personalization Solutions and sees 15% increase in orders

The Overview

From 2011 – 2016, the pets-related retail industry grew at a rate of 4.3%, reaching $18.5B (USD) in sales overall in the latest year on record. Chewy.com, a Florida-based online pet retailer that launched in 2011, has become the fastest-growing retailer in this sector, with year-over-year growth of well over 100% every year since inception. As a result, it has taken a larger and larger portion of market share from the industry’s two largest players, PetSmart, Inc. and Petco, Inc.

The Challenge

Chewy.com knew that personalization and product recommendations services would be an easy way for it to increase customer retention and overall sales quickly. The problem: how to find a partner that could scale with it as it grew? It needed a SaaS platform ally in this field that it knew it would be able to rely on for stability, security, reliability, and performance.

The Solution

After an exhaustive search and extensive review of the marketplace, Chewy.com chose Strands Retail as its SaaS personalization and product recommendations partner. Strands, Chewy learned, offers the highest level of service guarantees (SLA) and customer support in the industry. After just a few months of partnership, Chewy.com realized that it had chosen a partner that stood by its word, because its results have been nothing short of astonishing.

A One-Of-A-Kind Success Story

Having started in just 2011, the growth path of Chewy.com has been remarkable: over 100% y-o-y growth each of the past 5 years, and expected to continue. And, every step of the way, Strands Retail has been with Chewy, delivering its personalization and product recommendations suite without 1 second of downtime. The Strands backend has scaled perfectly day-by-day, month-by-month, year-by-year with Chewy’s unprecedented growth, with 100% uptime.

And Strands Retail’s efforts have paid off dearly for Chewy: More than 15% of its orders and more than 10% of its AOV and revenue have come from the Strands Retail modules. More than this, people who click on Strands units convert at a 70% higher rate than when people just purchase from the website without interacting with Strands product recommendations.