Mobile Ordering Strategy Case Study: Pet Food Experts

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Mobile Ordering Strategy Case Study: Pet Food Experts

Case study of how Pet Food Experts deployed a native mobile ordering app to increase revenue, improve retention, and win customers from competitors.

Published

June 4, 2026

Read time

3 min read

Source

Pet Food Experts, a major pet food distributor, implemented Handshake Direct Mobile to replace phone and legacy barcode ordering. The rollout included an ambassador program, weekly cross-functional reviews, targeted marketing, customer incentives, and dedicated support. Four buyer segments emerged: provisioned iPad users, BYOD buyers, catalog referencers, and sales reps. The initiative reached 10% of total revenue through the app within months and enabled the company to recapture business previously lost to competitors with mobile tools.

Key takeaways

Leadership commitment and cross-functional governance accelerated mobile app adoption across a non-tech-savvy buyer base.

Four distinct user segments (provisioned, BYOD, catalog, sales reps) required tailored enablement and device strategies.

Real-time ERP integration delivered inventory visibility unavailable in paper catalogs or legacy portals.

Incentives, testimonials, and rep ambassadors drove rapid uptake, hitting 10% revenue target months after launch.

Superior mobile UX allowed Pet Food Experts to win back customers lost to competitors offering easier ordering.

Market overview

SCR methodology note

Vendor landscape

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Important consideration

Original Source

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