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eBusiness

eBusiness leverages our US product categories and supply chain with the majority of revenue generated through Build.com.

Key highlights 2019/20:

  • Deepened relationships between eBusiness and key vendors to give greater breadth of product availability
  • Improved omnichannel offering linking e-commerce services and the showroom network
  • Trialed two-hour delivery

Key products and services:

  • Bathroom, kitchen and lighting products
  • Door and cabinet hardware
  • Appliances
  • Call centre support and advice

eBusiness sells home improvement products directly to professional trade customers and consumers online predominantly using the Group’s existing product lines and distribution network. The majority of eBusiness is conducted through the brand Build.com, which is supported by a call center. The call center is staffed with knowledgeable consultants who deliver expert advice across all product categories. This differentiation gives us a competitive advantage against the other large competitors in the space.

We continue to evolve our digital commerce model, investing in the Ferguson brand to drive a best-in-class online experience to support both professional trade customers and consumers. Additionally, we are integrating eBusiness with Ferguson’s physical network to support a seamless omnichannel experience for the customer, initially focusing on connecting Build.com with our 256 showrooms. We do this by leveraging the Build.com platform and our projects tool, a home improvement tool designed to gather inspiration, plan, organize and collaborate with others in real-time, to service the walk-in consumer.

During the year we saw a pick-up in activity during the COVID-19 lockdown as consumers turned their attention towards home improvement projects. Additionally, we have strengthened relationships with key suppliers where we have aligned eBusiness and Ferguson branch product strategies to ensure a consistent and broad offering for customers. We are also working closely with suppliers of connected home equipment who supply a broad range of smart home products.

Having developed the capability to deliver to more than 70 per cent of the US population in one day during 2018/19, we have continued to explore accelerated delivery options. During the year our supply.com website trialed two-hour deliveries on thousands of different products utilizing outsourced fleet providers. We are working to bring this capability to Ferguson.com to complement our one-hour in-branch Pro pick-up option.

The market is predominantly comprised of large competitors with the top four holding an estimated 75 per cent of the market. Ferguson is estimated to be number four with approximately nine per cent market share, slightly down from last year as we continue to focus on profitable growth.