ACE Hardware Philippines under the SM Retail Inc. umbrella clinched two major accolades at the prestigious Retail Asia Awards 2024 for the continued reinvention of its services that aims to be the “most helpful hardware store in the planet” for its customers, communities and the environment.
Customer-Centric Approach and Innovative Business Restructuring
Ace Hardware Philippines has refined its store design and reorganized the entire business for sharper focus on improving customer journey. In the past year, the company has restructured its business around its retail formats, which split into four distinct business units that are laser-focused on the needs of its respective customer segment. It has also significantly reduced its stock-keeping unit count – eliminating excessive duplication to free up space to offer new categories that meet more customer needs. It offers a wide range of products for home improvement, automotive, outdoor and pet care.
ACE Hardware Philippines’ 245 stores are also designed for utmost shopper convenience and efficiency, with layout and signages allowing customers to easily navigate the store. These offer multiple service options, including Call-N-Collect, online ordering, delivery, and in-store pickup. Moreover, the store floors are populated with subject matter experts trained by its interactive online training platform Ace Learning System (ALS). The system’s curriculum is designed for employees to complete mandatory training and give them the option to take specialized courses on products, applications, safety and business skills. This empowers frontline staff with knowledge to confidently help guide customers on solutions that meet their needs.
Focus on Sustainability and B2B Growth
Highlighting the need for sustainable business choices, ACE has actively promoted this in their stores by offering a wide array of energy-saving lights, solar powered options, water-saving products, non-toxic cleaners, and biodegradable options.
Additionally, ACE Hardware Philippines has also embarked on a comprehensive B2B program – including dedicated resources, training, processes, tools and logistics. This resulted in an increase in B2B share of sales from 5.5% in 2022 to 9.5% by Q4 2023.
Awards and Recognition
The store has brought home the Customer Service Initiative of the Year – Philippines and for the third consecutive year, the Hardware Retailer of the Year – Philippines category wins. Retail Asia Awards honors companies that have recently launched innovative retail projects or initiatives, as well as industry leaders that have propelled their respective brands to maintain a competitive edge.
“Helpful is a way of life in ACE Hardware Philippines. From convenient stores to curated products to highly-trained staff to differentiated formats – every element is being improved with one end in mind – to be the “most helpful hardware store on the planet,” the company said.
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