EdgePoint Enables
Product Education &
Customer Service Training

EdgePoint was instrumental in rolling out in-store eLearning for the first time in our history. We quickly developed a co-development working relationship with EdgePoint as an extension of our internal team.

PetSmart employs over 50,000 associates, owns over 1,400 pet stores in the U.S., Canada and Puerto Rico, and operates over 200 in-store pet-boarding facilities. The world’s largest specialty retailer of pet services and solutions, PetSmart offers a wide variety of competitively priced pet products, and provides training, grooming, daycare and in-store pet adoption services. PetSmart is owned by BC Partners, a private equity firm specializing in buyouts and acquisitions in the U.S. and Europe.

The Challenge

Historically, all of PetSmart’s employee training was conducted in-store and face-to-face. But with the Company’s continued growth and the mounting cost of sending trainers out into the field, PetSmart recognized the value that eLearning could bring to their organization. They needed a partner to jumpstart an eLearning program and rapidly build out a content library, despite the limited bandwidth of the hardware available in-store.

The Solution

EdgePoint Learning delivered to employees via in-store training labs some 50 hours of interactive eLearning modules that covered approximately 30 topics, including customer service, sales, safety, product categories, policy procedure and new hire orientation.

The Results

PetSmart employees quickly embraced the training, appreciative of the opportunity to work at home at their own pace or in-store during their off hours. The Company found that they were able to onboard new employees faster than ever before, noted a significant increase in productivity and customer satisfaction numbers, and realized a significant decrease in travel costs. This success marked the beginning of an eLearning era for PetSmart: the Company went on to recruit EdgePoint Learning into a co-development relationship in which PetSmart developed and storyboarded instructional content, and EdgePoint Learning transformed that content into eLearning modules.