Mad4Tools Zeroes in on Superior Experiences for 5-Star Love

Mad4Tools.com is an online retailer that specializes in delivering thousands of products, from power tools and workwear, to lighting and electrical equipment to DIY enthusiasts and tradespeople all over the world. Today, Mad4Tools.com operates across three main channels — its website, Amazon.com, and eBay — and stocks over 30,000 products.

Mad4Tools.com has successfully built a passionate and vocal community around its products by investing in excellent experiences. The business prides itself on an excellent end-to-end customer journey. If a customer has a positive experience with its brand, they’re more likely to buy from the company again, to tell their friends and leave positive feedback on consumer review sites, which gives other shoppers more confidence to buy.

It wasn’t always this way, however. The rapid growth of Mad4Tools.com proved to be a double-edged sword. Mad4Tools.com identified a number of areas where the business needed to improve. For example, the online retailer was manually processing every order across all three channels, which proved to be a very slow and painful way of doing things that opened up too many opportunities for human error.

Mad4Tools.com's commercial team would often find themselves pulled away from their day jobs to firefight overflow. The team would often spend hours in the warehouse rather than developing new products or focusing on growth initiatives. And shipping was another problem area. Orders were marked as shipped, but there was no communication with customers to let them know what stage an order was at, which would leave them in the dark.

Mad4Tools.com also struggled to keep track of inventory. For example, the business would sometimes need to get in touch with a customer post-purchase to let them know it couldn’t get an item to them after all, primarily because of overselling or running out of inventory. Things had become so inaccurate with Mad4Tools.com's inventory that the retailer was seeing delays, mistakes and canceled orders, which was beginning to result in negative customer feedback.

Today, Mad4Tools.com works with a retail operations provider to ensure its operations are seamless, automated and able to deliver more competitive offerings while still maintaining the excellent standards of service that are in line with its "five star" mantra.

Mad4Tools.com's entire order process is now automated, from inventory updates to automatically generated shipping labels and tracking references to fulfillment. The shift to automation has eliminated the opportunity for human error and improved the overall experience for the brand's customers.

Post-purchase, customers of Mad4Tools.com are continually updated on order progress, as part of an improved end-to-end experience. Mad4Tools.com is now able to keep the customer in the loop — from informing them when an order is received, to dispatch and real-time updates on expected delivery times. It’s a vast improvement that’s helped to build further trust with its customers.

Since switching from a DIY approach, Mad4Tools.com has closed the gaps in the customer journey and seen an influx of positive ratings and reviews. In fact, the business currently holds a 9.6/10 score on popular consumer review website Trustpilot.

Mad4Tools.com's product category is extremely price competitive, therefore delivery of excellent buying experiences has become a key differentiator. The company recognizes that the decision to purchase from Mad4Tools.com will be influenced, to a large degree, by its ratings and reviews. Retailers today win business because of positive feedback and five-star ratings, and they retain those customers because of the experience they provide — from meeting fulfillment expectations to orders being delivered as expected.

Paul Swain is director at Mad4Tools.com, an online retailer that specializes in delivering thousands of products, from power tools and workwear to lighting and electrical equipment, to DIY enthusiasts and tradespeople all over the world.