SCOTLAND’S largest independent specialist timber merchant, MGM Timber, has won the Ecommerce & Tech Engagement of the Year award at this year’s People in Retail Awards.
Following the repositioning of MGM Timber’s 14 physical branches into omnichannel retailers, the award celebrates the success of the business’ online trading since May 2020, followed by 87% and 63% year-on-year growth. As MGM Timber continues to invest in the customer experience, its innovative ecommerce platform offers personalised pricing and comprehensive business account management for its trade customers while its retail customers benefit from receiving online orders via both delivery and click-and-collect services.
As a result of its successful ecommerce and tech engagement strategy, MGM Timber has increased footfall across its retail branches and kitchen showrooms as well as maintaining positive customer feedback.
Graham Johnston, CEO of Retail and Distribution at the Donaldson Group, said: “At MGM Timber, we believe that a better experience for our staff translates into an enhanced experience for our customers. We have always kept our customers at the forefront of our operations, ensuring their feedback shapes our website development and product roadmap.”
A spokesperson on behalf of the judges said, “The judges were impressed with the transition from a traditional bricks and mortar store to a significant online presence. The approach of putting customers first and using online to support and not replace their existing offering has contributed to the incredible year-on-year growth.”
Currently led by the sixth generation of the Donaldson family, the 163-year-old Donaldson Group comprises a total of 16 specialist timber and building product businesses and brands, operating throughout the UK from 47 locations employing over 1,700 people. The businesses that make up the Group trade and operate independently, sharing best practice, innovation, purchasing synergies, and market analysis.
