Revolution Industrial is aptly named. One of the perks of being a large subsidiary company with an online store is being able to offer a lot more in the service area with a wide collection of products. Since it was founded in 2012, the business has literally revolutionised shopping for industrial products, stocking products from major industrial brands: Loctite, Gates, FAG, 3M, CRC and Shell to name only a few. With a national warehousing capability, they can move products in volume and get nearly anything on special order on request.

The business, which caters to industrial needs of professional tradespeople as well as general consumers, has seen exponential growth since day one due to their unique approach to salesmanship. Being acquired by BSC, Australia’s leading supplier of bearings, power transmission and industrial products in 2015, Revolution Industrial enjoys a unique position in terms of supply chain and operational resources.

Marc Lloyd, Revolution Industrial’s eCommerce Manager, says the digital shopping platform has seen a surge in demand, particularly in recent years.

Last year, Marc says, Revolution Industrial found themselves receiving orders for welding and fabrication gear from all over Australia, as consumers found extra time to pursue personal DIY projects or reinvent their home workshops.

“We saw this as an opportunity to improve our customers’ shopping experience, ensuring customers would keep coming back. Our approach has been in line with the trend of the current age. People who never used to buy online are now buying online, and they don’t want to go back now that they see how convenient it is,” says Marc.

In addition to a background in commerce and finance, Marc also brings with him experience in the field of web development which is useful for working with an online platform.

According to Marc, the Revolution Industrial online shopping experience is modelled to include all of the benefits of in-store shopping. He provides a good overview of what one can expect visiting the Revolution Industrial website.

“Our live chat window, which opens within seconds of opening our website, helps customers in finding the products they need or asking their technical questions from our customer relationship management team. Outside of business hours, the Revolution Industrial chat bot is always online and ready to help customers locate products.”

Marc believes the rapid growth of Revolution Industrial is the sum of quality customer service and extensive product knowledge.

“We strive to offer exceptional customer service and pride ourselves on maintaining great relationships with our customers. The product expertise is there as soon as you log on and available instantaneously. We also take care in replying to requests on our Facebook page and we respond quickly to direct messages over Instagram. This provides customers with a wide range of options for contacting us with their order requests,” he adds.

“We stock a wide range of products because we have access to every product available through BSC’s distributors across Australia. We like to be able to give access to the right tools at the right price. Whether a business is just starting up a workshop, or a customer is working on a project at home and needs some welding equipment for fabrication, we have the right tools to support them,” says Marc.

How Revolution Industrial manages their inventory is through an enterprise resource planning software. A team in Sydney catalogue the stock at distribution centres and provide a live feed for what is available at partnering distribution centres.

“As far as adding new products to the website, we are in constant communication with our product managers. Our product managers give us the hot gossip on new products coming in and what’s new from all of our partners,” says Marc.

As Revolution Industrial has discovered, communication is the cornerstone when it comes to eCommerce platforms. Add to that, price matching, impeccable service, and a 30-day return policy on all products, there is not much more one could ask for from an online shopping experience.