Major industry distributors, including Cameron Ashley Building Products, have increased their efforts toward safety and use of technology.
The past year saw Cameron Ashley launch a best-in-class B2B e-commerce platform as well. “Our team worked with our customers to make sure our platform included what they value as well as being extremely simple to use,” DeMarie explains. “It has the look and feel of a consumer site with full account management tools and visibility.”
At Emery Jensen, investments in technology were a critical complement to additional investments made in people. Technology allowed the distributor to help keep employees safe, increase their productivity while providing retailers with access to all levels of the Emery Jensen organization. This includes products, promotions, and programs that would enhance the profitability of retailers’ business. Emery Jensen made sure that it remained in front of its customers from a product and communication standpoint to ensure that the distributor was doing everything it could to help its customers’ businesses.
“This was critical considering the burden placed on our retailers and employees due to COVID-19, which created an unprecedented demand for product,” says Alison Dowell, president and general manager for Emery Jensen.
During the pandemic, Emery Jensen invested heavily in people, product, and process, according to Dowell. “We continued to hire new people, brought in more inventory than ever before and added efficiencies to processes in receiving and delivery to ensure the best possible on-time delivery and fill rates to our customers.”
A division of Ace Hardware Corp., Emery Jensen operates 17 distribution centers across the country while handling more than 90,000 regionally relevant and localized SKUs. The distributor serves the needs of hardware and paint stores, lumberyards, lawn and garden retailers, and grocery stores.
Near-term goals for Emery Jensen include more investments in people, products, more accountability with vendors, more communication with customers, and distribution center expansions to serve a growing customer base, Dowell says. “Our mission is to keep our customers in stock,” she adds.
Technology was also a critical part of Weyerhaeuser’s success in 2020. The Seattle-based company is always looking to develop or add new tools that could support its teams, Warren says. And in 2020, many of those tools involved helping its people stay connected to customers in a remote environment, and making sure it was able to maintain the same level of service without the normal level of direct contact.
“Anything we can do to help our customers be safer and more efficient helps us and very much aligns with our core values and key behaviors,” Warren says. “We originally thought that a COVID-related temporary pause on construction would mean our customers would have more time for remote product knowledge sessions and strategic sessions, but that never materialized. We have, however, easily shifted to virtual sessions to close new programs, solve field issues, and process warranty claims.”