Total Tools has been passionately servicing Australian DIY enthusiasts and tradespeople for more than 30 years. A proudly Australian-owned and operated franchise network, Total Tools stock the widest range of the world’s biggest professional tool brands.
As Australia’s largest independent professional tools retailer with 100+stores, Total Tools is continuously growing and expanding its unique offering and is tirelessly committed to its ever-growing online customer community.
General Manager of Marketing & eCommerce, Total Tools
Total Tools are one of Balance’s long-standing clients who have partnered with us for more than five years. They came to us with big plans for a two-year digital transformation to support the growth of their digital ecosystem.
Balance was tasked with developing an effective digital transformation strategy to modernise Total Tools’ commerce ecosystem, ensuring their growth plans wouldn’t be hindered by outdated, inflexible technology. To maintain a point of difference in the market and an unwavering dedication to customers, Total Tools also needed their commerce solution to support personalised omnichannel experiences.
Our approach began with crafting a digital transformation strategy that would fulfill Total Tools’ business requirements progressively. We categorised the initiatives needed into a two-year phased approach, with milestones aligned to the primary objectives of the transformation.
The first phase introduced a new shipping and delivery software solution that enabled all customers to get live shipping estimates and quotes for the brand’s large and complex goods, while also allowing stores and the customer service team to utilise the integration. Phases two and three focused on the implementation of significant initiatives such as a new marketing automation platform, AI-powered search and merchandising engine, a tailored personalisation strategy, a revamped mobile app with new features, a new order management system, and improvements to the loyalty program, including unified online and in-store redemption.
The current commerce solution has been achieved by delivering ten major initiatives. Each release has been completed with minimal downtown or impact on sales activities.
The more comprehensive digital transformation strategy has delivered significant business benefits for Total Tools. They have seen enormous eCommerce sales growth, representing a substantial revenue increase for the eCommerce channel
We have been able to help our client achieve growth by working together to execute a strategy that overcame challenges whilst also planning for the future. Total Tools will continue collaborating with our team at Balance to improve their eCommerce technology ecosystem through ongoing digital innovation.
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Product storytelling takes center stage as customers proceed through their shopping journey and explore offers, redemptions, brands and departments.
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AI-powered search, merchandising, and personalised recommendations help users search from 80k+ products to find exactly what they need. Detailed product data is supported by visual content to make it accessible for customers to find and navigate the departments they are interested in quickly.
-
A now fully integrated in-store and online loyalty program, Insider Rewards, helps Total Tools to better understand customer interests and creates more touchpoints for engagement.
-
The refreshed omnichannel loyalty experience promotes quantifiable benefits and savings and the ways customers can now access these through the commerce platform, app and in-store, all thanks to ecosystem integration.
-
Actionable insights are available through the eCommerce solution on products and catalogues, product recommendations, shipping and delivery, customer targeting and personalisation.
-
Total Tools can nurture direct relationships with customers by incorporating data from various sources into the decision-making process for future commerce initiatives.
-
High performance, auto scaling AWS infrastructure enables Total Tools to confidently conduct and drive major seasonal sale events.
-
Shipping and delivery analytics are available thanks to the direct integration between the shipping platform and eCommerce solution, data is used to identify and resolve issues with fulfilment.
Total Tools are one of Balance’s long-standing clients who have partnered with us for more than five years. They came to us with big plans for a two-year digital transformation to support the growth of their digital ecosystem.
Balance was tasked with developing an effective digital transformation strategy to modernise Total Tools’ commerce ecosystem, ensuring their growth plans wouldn’t be hindered by outdated, inflexible technology. To maintain a point of difference in the market and an unwavering dedication to customers, Total Tools also needed their commerce solution to support personalised omnichannel experiences.
Our approach began with crafting a digital transformation strategy that would fulfill Total Tools’ business requirements progressively. We categorised the initiatives needed into a two-year phased approach, with milestones aligned to the primary objectives of the transformation.
The first phase introduced a new shipping and delivery software solution that enabled all customers to get live shipping estimates and quotes for the brand’s large and complex goods, while also allowing stores and the customer service team to utilise the integration. Phases two and three focused on the implementation of significant initiatives such as a new marketing automation platform, AI-powered search and merchandising engine, a tailored personalisation strategy, a revamped mobile app with new features, a new order management system, and improvements to the loyalty program, including unified online and in-store redemption.
The current commerce solution has been achieved by delivering ten major initiatives. Each release has been completed with minimal downtown or impact on sales activities.
The more comprehensive digital transformation strategy has delivered significant business benefits for Total Tools. They have seen enormous eCommerce sales growth, representing a substantial revenue increase for the eCommerce channel
We have been able to help our client achieve growth by working together to execute a strategy that overcame challenges whilst also planning for the future. Total Tools will continue collaborating with our team at Balance to improve their eCommerce technology ecosystem through ongoing digital innovation.
-
Product storytelling takes center stage as customers proceed through their shopping journey and explore offers, redemptions, brands and departments.
-
AI-powered search, merchandising, and personalised recommendations help users search from 80k+ products to find exactly what they need. Detailed product data is supported by visual content to make it accessible for customers to find and navigate the departments they are interested in quickly.
-
A now fully integrated in-store and online loyalty program, Insider Rewards, helps Total Tools to better understand customer interests and creates more touchpoints for engagement.
-
The refreshed omnichannel loyalty experience promotes quantifiable benefits and savings and the ways customers can now access these through the commerce platform, app and in-store, all thanks to ecosystem integration.
-
Actionable insights are available through the eCommerce solution on products and catalogues, product recommendations, shipping and delivery, customer targeting and personalisation.
-
Total Tools can nurture direct relationships with customers by incorporating data from various sources into the decision-making process for future commerce initiatives.
-
High performance, auto scaling AWS infrastructure enables Total Tools to confidently conduct and drive major seasonal sale events.
-
Shipping and delivery analytics are available thanks to the direct integration between the shipping platform and eCommerce solution, data is used to identify and resolve issues with fulfilment.
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