Scaling Petstock with Unified eCommerce and Team Augmentation

Petstock elevated its online shopping experience by replacing fragmented systems with a standardised digital infrastructure, ensuring brand consistency across every customer touchpoint.

Executive Summary

Petstock partnered to improve its e-commerce operations and customer experience by consolidating platforms, optimising workflows, and standardising branding across its growing retail and digital ecosystem.

The outcome included improved operational efficiency, a more consistent digital brand experience, and a stronger foundation to scale PETstock’s e-commerce capabilities as its retail and services network continues to grow.

The Challenge

About Petstock

Petstock is an Australia and New Zealand–based pet care retailer offering pet food, accessories, and services across a large omnichannel network. Its business spans 276 retail stores, 65 veterinary clinics, and 162 grooming salons, supported by a mature eCommerce platform and a 2.4 million-member loyalty programme.

With a strong portfolio of own-brand products, including Caribu and Glow. Petstock serves millions of pet owners through an integrated retail and services ecosystem.

Petstock’s growing eCommerce environment was constrained by fragmentation across platforms and processes. Key challenges included:

This resulted in…

• Cost and efficiency: Disconnected workflows and duplicated effort across digital teams
• Customer experience: Inconsistent branding and user experience across multiple platforms
• Scalability: Increasing complexity limits the ability to scale with growing demand

The Solution

Liveware delivered a platform consolidation and optimisation program focused on unification, efficiency, and scalability:

The Outcomes

The transition from siloed manual tasks to an integrated partner platform allowed Finstro to bridge the gap between operational speed and transparent broker relations.

Which resulted in the following qualitative impact

• Improved broker experience through self-service deal management
• Increased operational transparency across partner and internal teams
• Reduced operational friction between brokers, BDMs, and credit teams
• Strengthened data integrity by centralising the process in Salesforce

Why It Matters

By replacing fragmented manual workflows with a connected partner platform, Finstro unlocked operational efficiency while improving broker engagement and deal transparency.

• Self-service portals reduce operational cost-to-serve
• Real-time partner visibility accelerates deal cycles
• Integrated fintech platforms improve data integrity and compliance
• Scalable digital infrastructure supports partner network growth