A Mechanic's Shopstands out in the market as the largest e-commerce of tools and machines in Latin America, and one of its main pillars of success is the implementation of a robust strategy ofomnichannelThis 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—from online, marketplaces, physical stores, or through telephone 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, Loja do Mecânico attributes its size and growth to the omnichannel approach embedded in its operational DNA. According to Thiago Gurgel, Chief Technology Officer, the new products and categories, the increase in digital traffic and suppliers, better margin mix, over 6 million digital accesses, as well as other significant aspects, are generating very impressive results.
Although we have digital sovereignty, Loja do Mecânico is omnichannel. When we look at the number of orders placed by our customers, e-commerce accounts for 43%, in addition to 21% in physical stores, 15% in marketplaces, and 21% via telesales. There is no longer a customer who shops only online or only in physical stores, so our distribution center is no longer the place where all products are shipped from. We already have 34% of orders being picked up in physical stores, serving as a service hub, he adds.
In 2024, Loja do Mecânico grew consistently, robustly, and above the market. For 2025, the plan is to continue growing steadily and to monitor key indicators that support the health of the business. One of the facilitators of the year is to introduce a customer-centric perspective alongside the traditional channel management approach. Through this strategy, Loja do Mecânico will gain in personalization, efficiency, loyalty, customization, and predictability.
"When we compare the profile of the customer who shops only through one channel to the one who has already understood how to navigate the multichannel ecosystem of Loja do Mecânico, we go from an average ticket of 900 to 3,500 reais. Serving an omnichannel customer is not only very good for them but also for us," he concludes.
Top Suppliers Event – Loja do Mecânico
With the aim of improving service level and productivity through a collaborative process, where the company and suppliers exchange constant information and work together to achieve the best results, Loja do Mecânico held the Top Suppliers event.
The collaboration between sectors allows for more effective supply chain management, reducing costs and waste, while maintaining high optimization of product availability. In order to encourage partnership, the suppliers who stand out the most in working with Loja do Mecânico will receive the "TOP Supplier LDM" quality seal, which will serve as a certificate of the industry's supply capacity, potentially opening doors to new business opportunities.
