case study
TOOLSTOP has seen an increase of £51k turnover per month with the help of Fresh Relevance
Discover how TOOLSTOP increases their average order value and sales.
background
TOOLSTOP is a leading UK supplier to the building and construction trade. the business decided to invest in Fresh Relevance
solutions
Triggered emails (including cart abandonment emails), personalized product recommendations and dynamic content
key integrations
introduction
Background
TOOLSTOP is one of the UK’s leading specialist suppliers to the building and construction trade, the professional tradesman and the DIY enthusiast, providing them with quality hand and power tool products delivered the following day and at a competitive price. Based just outside Glasgow, the company operates a large warehouse with an area of 60,000 square feet and has a mission to “Serve our customers better than anyone else.” The company works hard to attract visitors to its website, using a mix of banner advertising, Google Adwords and affiliate marketing. So, when visitors arrive on the site the company does all it can to convert them into buyers and loyal repeat customers.
results
Explore uplifts
37,422
email opens due to product recommendations
295
orders due to product recommendations
£51k
increase in turnover per month
2,279
return visits from cart abandonment emails
107
orders from cart abandonment emails
solutions
Cross-channel personalization
Initially, TOOLSTOP developed its own cart abandonment system and would send an email 24 hours after a visitor had placed items in their basket but failed to check out. E-Commerce Manager at TOOLSTOP, Neil Bruce explains: “It wasn’t a great solution but it was enough to demonstrate the importance of cart abandonment.” The company decided to look for expert help and invested in a third-party solution that delivered better results. However, when Neil was introduced to Fresh Relevance he saw an opportunity to make major improvements to how they approached cross-channel customer engagement, both via email and online.
solutions
Product recommendations
“The Fresh Relevance team demonstrated that they could deliver so much more than cart abandonment,” explains Bruce. TOOLSTOP were introduced to the value of browse abandonment emails, to achieve even greater revenue gains, as well as the ability to embed personalized and crowd-sourced product recommendations and other features, such as countdown timers and Twitter feeds. “What is more, not only can we use these in our marketing emails but also our website,” adds Bruce.
solutions
Triggered emails
The statistics that have been achieved by TOOLSTOP and Fresh Relevance are very impressive:
“The Fresh Relevance team demonstrated that they could deliversomuchmorethan cart abandonment.”
Neil Bruce, E-Commerce Manager, TOOLSTOP
next
Future plans
With an average order value of £120 we have increased our turnover by an additional £51k per month, with the help of Fresh Relevance.” states Bruce. “The results demonstrate an extremely good return-on-investment and we haven’t even started using recommendations on our website yet!” Following the success of using recommendations within its cart, browse and marketing emails, the company has put plans in place to roll out the feature on its website later this year.
