Ace Hardware’s Ongoing Digital Transformation Leads to Award-Winning Omnichannel Experience

Ace Hardware’s Ongoing Digital Transformation Leads to Award-Winning Omnichannel Experience

Shopping online on Ace Hardware website

Ace Hardware Sees Immediate Success After Partnering with Kibo

279%

Increase in Digital Revenue

5400+

Fulfilled Orders From 5400+ Stores

$8B

In Annual Revenue

Customer Profile

Ace Hardware, an international retailer with over 5,400 locations worldwide, maintains a reputation as the local hardware store in each community it serves. As customer demand for fully integrated online and offline shopping experiences, Ace Hardware built an award-winning omnichannel experience through its partnership with Kibo.

Ace Hardware went live with the eCommerce and Order Management solutions from Kibo in 2019 to deliver the in-store experience to online shoppers.

Chain-wide inventory visibility and intelligent order routing allowed the brand to expand inventory assortment beyond local store stock, while also using the local stores for in-store and ship-to-home fulfillment. The retailer immediately saw significant growth in revenue year over year. And then it was faced with a new challenge – COVID.

Ace Hardware Search Results
Ace Hardware Store

Covid adds pressure to create seamless omnichannel journeys

While Covid presented an unforeseen challenge, the retailer’s digital prowess gave them the foundation to adapt in any way necessary.

When store closures and shelter-in-place took hold, the Ace Hardware team was able to quickly pivot its existing buy online, pick-up in-store (BOPIS) workflow to curbside pick-up. But they realized that they needed to expand and streamline this offering with the goal of creating a frictionless omnichannel experience.

The Solution

Integrated Online and Offline Experiences

Ace Hardware uses Kibo’s eCommerce and Order Management capabilities to integrate the digital and offline journey — allowing customers to get the local experience no matter where they shop.

Ace Hardware Fulfillment

Complex Fulfillment Model

Kibo Order Management supports Ace Hardware’s complex fulfillment model with its advanced order routing capabilities, inventory visibility, and fulfillment optimization. For example, Ace Hardware uses Kibo’s order routing capabilities and real-time inventory visibility to give shoppers multiple fulfillment options, including BOPIS, curbside pickup, deliver from store, and ship to home.

Real-Time Store Level Pricing

Across 250+ unique product records and 1.2B unique product pricing records, Ace created a way to place local stores at the center of the online shopping experience. Because Ace Hardware is a franchise model, each franchise owner can set their own store-level pricing. Using geolocation and Kibo’s API extensions, customers see store-specific pricing in real-time.

Ace Hardware Store Level Pricing
Ace Hardware Store Location

Localized Online Shopping Experience Across 5400+ Stores

For each customer that visits acehardware.com, the retailer uses geolocation to deliver a localized customer experience with the benefit of endless aisle. Ace Hardware franchise owners can manage and customize local store information, including hours, services, and events on their flagship eCommerce site.

Inventory Visibility on the Storefront

Using Kibo Order Management, Ace Hardware presents inventory levels on the product and search results pages based on the shopper’s location. By presenting real-time inventory data, Ace Hardware further solidifies the alignment of digital and physical stores — ensuring shoppers have a seamless experience from online to offline.

Product Availability - Ace Hardware
Ace Hardware Search Results

Advanced Search Capabilities

Ace Hardware uses Kibo’s native site search merchandising rules to optimize product discovery, improving the customer experience and increasing revenue.

White Glove Services with Order Fulfillment

Kibo’s configurable workflow process allows Ace Hardware to offer in-store assembly for select products. Customers can select this premium service when checking out online, which automatically notifies the local store.

Ace Hardware FUlfillment

We wouldn’t be where we are today

We wouldn’t be where we are today in this growing, strategically important business – digital at Ace – without our partners. I look at Kibo; It’s important to where we’ve been and where we’re going.

Bill Kiss
Bill Kiss
SVP, CMO & Head of Omnichannel at Ace Hardware

The Results

Ace Hardware Achieves Significant Revenue Growth and Industry Recognition

After achieving significant milestones in its omnichannel experience, Ace Hardware saw $8B+ in annual revenue and a 279% digital revenue growth in 2021. The retailer has also received industry recognition from Incisiv, Total Retail, and J.D. Power.

Incisiv ranked Ace Hardware first for its omnichannel service in the Omnichannel Customer Service Index.

Ace Hardware ranked second in Total Retail’s annual Top 100 Omnichannel Retailers report in 2022.

In the J.D. Power 2022 U.S. Home Improvement Retailer Satisfaction Study, Ace Hardware ranks highest in customer satisfaction – the 15th time in 16 years.

Unified commerce

Discover the Modular Approach to eCommerce Order Management

See how Kibo can change the way you deliver unified customer experiences with a modern, microservices-based, API-first technology-powered eCommerce order management platform. Start delivering complex customer experience and improving operations with Kibo as your partner.

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