When Pinnacle Pets Play & Stay opened its doors in 2016, founders Steve and Marie, along with VP of Operations Alex Varney, set out to build a modern boarding, daycare, training, and grooming business focused on safety, trust, and exceptional customer experiences. Offering grooming, training, daycare, and overnight boarding, the team quickly realized that running a successful pet-care operation required more than passion alone.
As customer expectations evolved and the pet industry moved fast, Pinnacle Pets needed a flexible pet care management software that could support better communication, reduce costly revenue leaks, and scale alongside the business. That’s when the team turned to Gingr.
Shortly after opening, the Pinnacle Pets team recognized just how quickly trends in the pet industry change. Pet parents expect faster communication, seamless booking experiences, and transparency across services—and delivering on those expectations requires the right technology behind the scenes.
When evaluating pet care management software options, one factor stood out above the rest for Alex: flexibility.
“We researched a lot of different programs, but Gingr always stood out as the most flexible with constant changes and feature updates that grow with us," Alex said. “It also seemed to be the most user-friendly. We have continued to keep an eye on the competition, but still, we always choose Gingr!”
For a business offering multiple services under one roof, Gingr’s ability to adapt to changing workflows and business needs proved essential. Rather than outgrowing their software, Pinnacle Pets found a platform that could grow right alongside them.
Clear, timely communication is at the heart of any successful pet care business—and Pinnacle Pets is no exception. One Gingr feature Alex relies on daily is SMS messaging, which gives the team a faster, more convenient way to connect with pet parents.
“We’re in love with the quick and easy communication," Alex said. "I love how flexible it is. I can solve a problem or point of confusion in a million different ways. It opens up new doors and possibilities for an ever-changing business!”
In an industry where updates, confirmations, and last-minute changes are common, SMS allows Pinnacle Pets to meet customers where they already are—on their phones. Compared to email, text messaging enables quicker responses, fewer misunderstandings, and smoother day-to-day operations.
While improved communication made life easier for staff and customers alike, one of the biggest impacts Gingr had on Pinnacle Pets was financial. Early on, Alex realized that missed messages, unclear processes, and manual communication gaps were quietly costing the business money.
“We lost so much money our first few years by not utilizing a lot of Gingr features,” Alex said. “Many of the Gingr features and capabilities really helped us solve a lot of the revenue leaks.”
By fully leveraging Gingr’s automated emails, customizable templates, and centralized note sections, the pet business gained better visibility into customer interactions and internal communications.
“As with anything, communication is always a key problem, but with Gingr's automatic emails, easily customizable templates, and note sections, we have a much easier time tracking and sharing communications. It solves a lot of everyday problems every day," Alex said.
These tools help ensure that important details don’t fall through the cracks, reducing confusion, preventing missed charges, and keeping everyone on the same page across shifts and services.
As Pinnacle Pets continued to grow, so did the importance of operational efficiency. With more employees, more customers, and more services to manage, the team needed systems that reduced manual work and supported consistent processes.
Alex credits Gingr with helping the business streamline operations while maintaining high standards of customer care.
“Gingr has been a great learning tool. Not only has it been helpful to learn how to best match it with our business goals, but I love that it grows with us and has the capability to match all of our initiatives," Alex said.
By improving internal communication and reducing repetitive administrative tasks, Gingr helps the Pinnacle Pets team save valuable time and optimize operations.
“It also helps us more efficiently communicate with our customers, which saves us labor hours, confusion, and misinformation,” Alex said
The operational improvements enabled by Gingr have supported significant growth at Pinnacle Pets. What began as a 15-person team in 2016 has expanded to more than 30 employees, all working together to deliver reliable, high-quality care.
With better systems in place, the team has focused in the last decade less on managing logistics and more on what matters most—providing exceptional care for pets and peace of mind for their owners.
Today, Gingr plays a central role in Pinnacle Pets’ daily operations, helping the team communicate more clearly, reduce missed revenue opportunities, and operate more efficiently across every service they offer. Features like SMS messaging, automated emails, customizable templates, and centralized customer notes have transformed the way staff and pet parents stay connected.
What began as a 15-person team has grown into a thriving business with more than double the amount of employees and a loyal base of happy customers.
By choosing a pet care management software that adapts to change and supports long-term growth, Pinnacle Pets has built a scalable operation designed for the future—and continues to raise the bar for customer experience in the pet care industry.