IronmongeryDirect, the UK’s biggest online and mail order supplier of ironmongery products to the trade, is celebrating after scooping two awards at the ECMOD Direct Commerce Awards.
The prestigious awards for multi-channel retailers and direct b2b marketers recognised IronmongeryDirect in the ‘best brand’ and ‘outstanding customer service’ categories.
IronmongeryDirect was awarded the ‘best brand’ accolade after the company highlighted how it had grown its turnover by over 300% in the past five years, despite the economic problems that the construction industry has been facing.
The direct commerce company was also recognised for how it had successfully grown the IronmongeryDirect brand over 40 years, from a traditional hardware shop in Leigh-on-Sea in Essex to a business that now has a range of over 14,500 ironmongery products in stock.
IronmongeryDirect beat off stiff competition for the customer service award, thanks to its policy to ‘treat every customer like our mum’. The company’s strong policy means that they hold weekly reviews of all customer metrics, feedback and complaints to identify any areas for improvement.
Following feedback from customers, IronmongeryDirect has also recently enhanced its delivery service to include text and email notifications, specific delivery spots and tracking orders. Orders can be placed quickly and easily via the IronmongeryDirect website or by calling the customer contact centre, which is now open from 7am to 8pm, seven days a week.
Wayne Lysaght-Mason, managing director at IronmongeryDirect, said: “We’re really pleased to be recognised for best brand and outstanding customer service. Both categories are interlinked as we believe that by creating a recognisable and reliable brand, we should be renowned for putting our customers first. IronmongeryDirect prides itself on an exceptional delivery service and we are constantly reviewing our strategy to make sure that tradespeople receive the best products at the right time and the right price.
“We are seeing a noticeable difference following the recent improvements to our delivery service. It’s essential that the delivery of ironmongery products is on time for tradespeople as any delay can mean that they lose money. The ECMOD Direct Commerce Awards were a great platform to showcase our skills and we’re proud about how far we’ve come in 40 years.”