Optimize Your Operations: Pet Retailers Can Maximize Efficiency with the Right POS System

Today’s retail environment demands flexibility, efficiency and omnichannel readiness. Although imposing to some business owners who are interested in investing in a point-of-sale management system, POS systems and their features that are specifically designed for pet retailers ultimately offer a unique opportunity to not only streamline business operations and boost sales, but enhance customer engagement as well.

For those not yet onboard with what these retail management systems offer and how they work, or if you’re seeking tips on maximizing your POS system, Pet Age has reached out to some experts on two of the market’s leading systems.

We’ve asked Annie Schneider (Senior Director of Product Marketing at Epicor Software) and Brett Wickard (Founder and CEO of Fieldstack) to share their insights on a few topics that can have a major impact with pet retailers.

How can a POS system incentivize customers to return to a pet store?

(Schneider) A modern POS system plays a central role in creating repeatable, loyalty-driven experiences that keep customers coming back. In pet retail — where purchases are both emotional and replenishment-based — the POS can capture customer data to personalize every interaction. Retailers can use the system to manage loyalty rewards, track frequent buyer programs like Astro, and deliver targeted promotions based on each customer’s buying habits. By empowering employees with access to purchase history and product preferences at checkout, the system enables more engaging service. Ultimately, the POS becomes a relationship building engine: rewarding loyalty, removing friction, and delivering personalized convenience that strengthens trust — and repeat business.

(Wickard) A POS system helps turn first-time shoppers into regulars when it makes personal, informed service easier. When customer and pet data live in the same system, staff can recognize shoppers by name, know which pets they’re shopping for, and reference past purchases. That kind of context makes every conversation more meaningful — and in pet retail, trust goes a long way.

Loyalty programs reinforce that. When points or rewards are visible at checkout, associates can proactively remind customers of what’s available and help them redeem rewards right then. It makes loyalty feel natural instead of transactional.

At the end of the day, a POS system doesn’t make customers come back on its own. It supports consistency, recognition, and personal touches that make a store feel more welcoming. When your customers feel seen, they’re more likely to come back — and tell their friends.

How can a retailer get the most out of a POS system for inventory counting, reordering, and tracking? Can an inventory control system become a detriment?

(Schneider) To maximize value from a POS-powered inventory system, retailers should rely on its automation tools and real time data to guide purchasing and stock decisions. A strong system simplifies cycle counting with mobile scanners, ensures accurate on hand quantities, and uses sales velocity and vendor lead times to generate intelligent reorder suggestions. This is especially critical for pet retailers managing diverse assortments—each with unique turnover patterns.

However, a POS-driven inventory system can become a detriment if it’s poorly configured, inconsistently maintained, or not aligned to store workflows. An inventory system should adapt to the retailer—not the other way around. When implemented correctly the right POS system that’s customizable for each retailer’s needs becomes a strategic ally, boosting profitability, reducing shrink, and ensuring shelves stay stocked with what customers actually want.

(Wickard) Inventory works best when all sales, returns, and orders feed into one system. That gives staff a real-time view across locations and channels, so questions about stock can be answered instantly. Reordering becomes more accurate, and forecasting isn’t guesswork.

That said, even the best system can be a problem if the data isn’t kept clean. Skipped counts, inconsistent receiving, or messy updates can throw off reorder recommendations and create stock issues. Automation isn’t magic — it works best when paired with clean data and regular operational checks.

A well-managed inventory system takes the stress out of daily operations. It frees staff to focus on customers and their pets — but it does take ongoing attention to stay accurate.

How does a POS system make a retailer more efficient? What reports are especially useful for a pet store?

(Schneider) A well-implemented POS system increases efficiency across the entire retail operation—from checkout to purchasing to customer engagement. Automated tasks like inventory adjustments, label printing, promotion management, and purchase order creation free staff to focus on customer service. Real time inventory visibility reduces time spent searching aisles or manually confirming stock. Integration with ecommerce, loyalty, and payment solutions eliminates duplicate work and ensures consistent data everywhere. And the flexibility of mobile and offline capabilities help staff assist customers more effectively wherever they are and keep registers ringing.

For pet retailers specifically, certain reports drive smarter decisions. Top-selling product reports identify fast movers, and low stock/out-of-stock alerts prevent revenue loss. Vendor performance reports improve replenishment reliability, and buying patterns reveal opportunities for cross-selling. With the right reporting and insights, retailers elevate both operational speed and strategic decision-making.

(Wickard) A POS system improves efficiency when everything is connected in one place. At the counter, it handles pricing, loyalty, and promotions automatically, so checkout is faster and mistakes happen less. Behind the scenes, staff aren’t bouncing between spreadsheets, platforms, and paper lists — they can spend that time serving customers and keeping the store running smoothly.

The reports retailers actually use every day are the ones that make decisions easier. Inventory reports show what’s selling, what’s running low, and what’s seasonal. Customer reports reveal who’s coming in and what they’re buying, which helps with merchandising and engagement. Margin and vendor reports make it clear which products are driving the business.

When the data is accurate and easy to understand, decisions come faster and with confidence. Staff aren’t guessing, and owners can address problems before they turn into bigger issues.

What are the most common mistakes retailers make with their POS system?

(Schneider) A POS system handles transactions, but a Retail Management System (RMS) is the operational backbone for the entire retail workflow that connects inventory, merchandising, supply chain, stores, ecommerce, reporting and customer insights. When retailers understand this distinction, they can unlock the full value of their RMS by using it to drive smarter decisions, tighter operations, and a seamless omnichannel experience. The most common mistake is underutilizing the system’s capabilities — treating their RMS simply as a cash register rather than a central intelligence hub.

Challenges arise when the system is not user-friendly, and staff aren’t effectively trained. A system with role-based and guided learning can enable productivity and help ensure tasks are performed properly. An intuitive, easy-to-learn POS can help onboard staff of any generation in minutes, so managers can stay on the sales floor and focus on serving customers.

Pet retail is relationship-driven and failing to use built-in or integrated loyalty tools leaves valuable customer engagement opportunities on the table. Retailers may overlook reporting and the rich analytics their system provides — limiting insights into buying patterns, promotions, and store performance. Proactive, scheduled reporting can help retailers make faster, better-informed decisions, leveraging birds-eye dashboards or drill-down specific reports.

(Wickard) The most common mistake? Treating a POS as just a cash register. It should be an operational hub. We often see stores layering on disconnected tools to try to fill gaps in reporting and inventory visibility. That creates more work, more errors, and more frustration.

Another big one is underutilization. A system may have great features, but if staff aren’t trained or workflows aren’t updated, those tools sit idle. Opportunities get missed, and efficiency suffers.

We also see retailers settle for systems that “just work” without thinking about growth. Slow systems, limited visibility, or clunky support can quietly get in the way of running your store.

Ultimately, the real problem isn’t picking the wrong POS — it’s staying with one that doesn’t grow with you.

What does an ideal retailer–POS provider partnership look like?

(Schneider) From day one, the provider should invest the time to understand the retailer’s workflows, customer base, and unique service offerings—customizing the system to support how their business operates. A great partner provides clear onboarding, best practices informed by industry trends and expertise, and regular updates on new features and innovations. The provider should also offer reliable support and scalability as the retailer grows — whether expanding locations or broadening services. When the POS provider acts as a strategic advisor, not just a vendor, the retailer gains a technology foundation that evolves with the business and strengthens long-term success.

(Wickard) A strong partnership is collaborative. Retailers need support teams who understand pet stores and can help solve issues efficiently — not just respond to tickets. The level of guidance may vary depending on the tools you use, but even a lighter touch should help you get the most out of your system.

It’s also about support that fits your business. A good provider helps you get the most out of the tools you already have, without pushing extra modules or add-ons you don’t need. As your store grows, guidance can grow with you, offering practical tips and best practices where they’ll make the biggest difference.

And alignment matters. When both sides succeed together, the relationship feels like a true partnership, not just a contract. The best providers focus on what’s right for your business — helping it run smoothly and grow over time, not just making sure you use the software.