The Mechanic’s Store stands out in the market as the largest e-commerce for tools and machinery in Latin America, and one of its main pillars of success is the implementation of a robust omnichannelstrategy. This business model aims to integrate all sales and communication channels seamlessly, providing a consistent and frictionless shopping experience, regardless of where the customer is purchasing—online, on marketplaces, in physical stores, or via phone support.
With impressive numbers of 60,000 SKUs (Stock Keeping Units), over 600 suppliers, more than 10 million orders delivered, and over 5 million customers served, the Mechanic’s Store attributes its size and growth to the omnichannel approach embedded in its operational DNA. According to Thiago Gurgel, Technology Director, new products and categories, increased digital traffic and suppliers, better margin mix, over 6M digital visits, among other significant aspects, are generating highly expressive results.
“Despite having digital sovereignty, the Mechanic’s Store is omnichannel. When we look at the number of orders made by our customers, e-commerce accounts for 43%, in addition to 21% in physical stores, 15% on marketplaces, and 21% via telesales. There is no longer a customer who buys only online or only in physical stores, which is why our distribution center is no longer the sole source of all products. Already, 34% of orders are being picked up in physical stores, serving as a service hub,” he adds.
In 2024, the Mechanic’s Store grew consistently, robustly, and above the market. For 2025, the plan is to continue growing steadily while focusing on key indicators that support business health. One of the year’s facilitators is introducing a customer-centric perspective alongside the traditional channel management view. Through this strategy, the Mechanic’s Store will gain in personalization, efficiency, loyalty, customization, and predictability.
“When we compare the profile of a customer who buys only through one channel to one who has already understood how to navigate the Mechanic’s Store’s multichannel ecosystem, we move from an average ticket of R$900 to R$3,500. Serving an omnichannel customer is not only great for them but also for us,” he concludes.
Top Suppliers Event – Mechanic’s Store
With the goal of improving service levels and productivity through a collaborative process, where the company and suppliers exchange constant information and work together to achieve the best results, the Mechanic’s Store promoted the Top Suppliers event.
Collaboration between sectors allows for more effective supply chain management, reducing costs and waste while maintaining high product availability optimization. To encourage partnership, suppliers who excel in their work with the Mechanic’s Store will receive the ‘TOP Supplier LDM’ quality seal, which certifies their supply capability and is expected to open doors to new business opportunities.
