Mitre 10's online B2C & B2B platform, servicing trade and home improvers across Australia
The group comprises Australia’s most significant independent home improvement and hardware wholesaler and a local retail network of over 300 Mitre 10 and Home Hardware stores. Each privately owned store is committed to carefully selecting a suitable range of products to meet customer needs. Mitre 10 is Australia’s most prominent independent timber merchant, providing solutions for trade customers and homeowners for over 50 years.
Head of Digital, Independent Hardware Group
Mitre 10 recognised the need to deliver an innovative digital experience for their customers across the Mitre 10, Mitre 10 Trade, and Home Hardware brands, as customer experience became paramount and digital commerce became the norm. To provide superior omnichannel experiences, the company needed to enact a significant digital transformation strategy. Adobe Commerce was chosen to be at the center of the ecosystem, and our team at Balance was selected as the solution partner to bring their commerce vision to life. The main challenge was to fast-track initiatives to bolster business capabilities during the pandemic while most of the national retail network was closed.
To achieve their commerce vision, Mitre 10 introduced nationwide delivery to the commerce solution, providing a smooth fulfillment for customers. Previously, Mitre 10’s commerce channel had only facilitated click-and-collect across the retail network. Adobe Commerce provided the technology foundation for the rollout. This initiative was critical for Mitre 10 as the pandemic forced the closure of their entire store network, and the delivery capabilities were rolled out in record time. In addition, several brand experiences were consolidated to be controlled through one central commerce platform, a new business-critical PWA order management solution was integrated, and a comprehensive code and infrastructure review was conducted to optimise business performance.
Since Balance started working with Mitre 10 to modernise their existing commerce solution, the group has seen tremendous improvement in site performance across the board. Mitre 10 experienced an 315% increase in transactions compared to the same period last year, resulting in a 234% increase in revenue through the platform and a 6% increase in eCommerce conversion rate. The Adobe Commerce solution seamlessly handled the significantly increased demand. The continued partnership aims to evolve the omnichannel experience for all customers. Mitre 10 and Balance have several significant developments in the works and are looking forward to rolling them out over the next 12 months.
Superior Product & Content Management
- Multiple brands and websites can be managed from one platform for B2C and B2B customer audiences, improving content management and publishing.
- The platform supports a range of content formats, including videos, manuals, DIY inspiration and how-to articles. It has also enabled brand showcase pages to provide customers with the opportunity to shop by brand or category.
Customer-Centric Experiences
- Personalised customer experiences are powered by AI-driven algorithms for product recommendations and a fully responsive theme drives engagement and conversion.
- Nationwide flexible fulfillment options, clear order visibility, and refined order management capabilities across the entire franchise network through the custom PWA Order Management System (OMS).
Powerful Insights & Integrations
- The view of real-time stock availability and orders for customers and admins, including check availability by postcode or suburb is made possible through integration with several key operational systems.
- Powerful business intelligence capabilities actively used to improve customer experience and drive business impact and operational efficiencies.
Scalability & Performance Optimisation
- Built on the robust Adobe Commerce Cloud environment, the solution is designed to scale and support seasonal traffic peaks and continuous agile development initiatives.
- High-performance CDN optimises content delivery, reducing the load on critical infrastructure and improving responsiveness in key conversion funnels.
Mitre 10 recognised the need to deliver an innovative digital experience for their customers across the Mitre 10, Mitre 10 Trade, and Home Hardware brands, as customer experience became paramount and digital commerce became the norm. To provide superior omnichannel experiences, the company needed to enact a significant digital transformation strategy. Adobe Commerce was chosen to be at the center of the ecosystem, and our team at Balance was selected as the solution partner to bring their commerce vision to life. The main challenge was to fast-track initiatives to bolster business capabilities during the pandemic while most of the national retail network was closed.
To achieve their commerce vision, Mitre 10 introduced nationwide delivery to the commerce solution, providing a smooth fulfillment for customers. Previously, Mitre 10’s commerce channel had only facilitated click-and-collect across the retail network. Adobe Commerce provided the technology foundation for the rollout. This initiative was critical for Mitre 10 as the pandemic forced the closure of their entire store network, and the delivery capabilities were rolled out in record time. In addition, several brand experiences were consolidated to be controlled through one central commerce platform, a new business-critical PWA order management solution was integrated, and a comprehensive code and infrastructure review was conducted to optimise business performance.
Since Balance started working with Mitre 10 to modernise their existing commerce solution, the group has seen tremendous improvement in site performance across the board. Mitre 10 experienced an 315% increase in transactions compared to the same period last year, resulting in a 234% increase in revenue through the platform and a 6% increase in eCommerce conversion rate. The Adobe Commerce solution seamlessly handled the significantly increased demand. The continued partnership aims to evolve the omnichannel experience for all customers. Mitre 10 and Balance have several significant developments in the works and are looking forward to rolling them out over the next 12 months.
Superior Product & Content Management
- Multiple brands and websites can be managed from one platform for B2C and B2B customer audiences, improving content management and publishing.
- The platform supports a range of content formats, including videos, manuals, DIY inspiration and how-to articles. It has also enabled brand showcase pages to provide customers with the opportunity to shop by brand or category.
Customer-Centric Experiences
- Personalised customer experiences are powered by AI-driven algorithms for product recommendations and a fully responsive theme drives engagement and conversion.
- Nationwide flexible fulfillment options, clear order visibility, and refined order management capabilities across the entire franchise network through the custom PWA Order Management System (OMS).
Powerful Insights & Integrations
- The view of real-time stock availability and orders for customers and admins, including check availability by postcode or suburb is made possible through integration with several key operational systems.
- Powerful business intelligence capabilities actively used to improve customer experience and drive business impact and operational efficiencies.
Scalability & Performance Optimisation
- Built on the robust Adobe Commerce Cloud environment, the solution is designed to scale and support seasonal traffic peaks and continuous agile development initiatives.
- High-performance CDN optimises content delivery, reducing the load on critical infrastructure and improving responsiveness in key conversion funnels.
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