How MR. DIY Built a Seamless O2O Experience and Boosted Sales
MR. DIY opened its first retail store on Jalan Tunku Abdul Rahman in 2005 and has since grown by leaps and bounds. The company just opened its 500th store in June, which marks a significant milestone for the brand. We spoke to Andy Chin, VP of Marketing, MR. DIY to learn more about his experience taking the business online.
Why did you choose to go online?
We wanted to create the ultimate online-to-offline (O2O) shopping experience for our customers. We saw encouraging results on online marketplaces and, within our first month online, engaged Maxis eCommerce to build our own branded online store to deliver a unique shopping experience to our customers.
Why Maxis eCommerce and how has your online store helped your business?
We chose Maxis because of the excellent service provided. The project manager is tech-savvy and is able to provide relevant input and recommendations based on our business needs.
We have now integrated our warehousing system with our online store to ensure seamless business operations. And we can provide our customers with a truly differentiated experience in four ways.
One, free shipping with any purchase of RM20 or more. Two, a click-and-collect service in the Klang Valley that enables customers to buy online and collect at a store of their choice. Three, same-day express delivery. And four, a seven-day refund or exchange programme.
During the last 11.11 sale, we saw a 9x uplift in online sales.
Ultimately, our goal is to provide our customers with a seamless shopping experience while optimising our business operations. With Maxis eCommerce, we have now achieved our goals.