2015 Activity and Sustainable Development Report2

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The multi-channel revolution has profoundly changed the way in which distributors build and maintain commercial relationships with installers. For the past several years, the Rexel Group has followed this approach with determination in order to meet its customers needs in terms of products, information and advice anywhere, anytime. Branches, call centers, e-commerce sites, digital applications or Electronic Data Interchange (EDI) are all interconnected channels that complete one another to provide a smooth, efficient customer experience. Installers can choose the channel that best meets their

needs, wherever they are and whenever they want.

A NEW GLOBAL E-COMMERCE PLATFORM Almost two thirds of installers regularly consult their distributors websites for product information, prices or availability. In order to improve its digital offering,

Rexel created a platform on which all of the Group s local entities and banners can rely, according to their own needs and specificities, to provide an efficient, optimized and adaptable e-commerce site. With this goal in mind, the

Innovative digital solutions

Group conducted a study in 2014 among 1,200 customers in its main markets (France, Germany, the UK, the US, Canada and Australia) in order to identify the various different customer profiles as well as their needs, expectations and online behavior. Among other things, it highlighted the specific requirements of certain users such as purchasing managers, who are under particular constraints in terms of budget, authorizations or procedural transparency. At the same time, while e-commerce teams had until then been operating at the national level or within a banner, the desire to build a common platform led to the creation of a team at the

The Grid

A place for interaction between installers and experts from Rexel, The Grid is an online professional community that has been operating since the second quarter of 2015. Installers and electricians can discuss and ask questions there about subjects as diverse as home automation, lighting, renewable energies or oil drilling. An expert from Rexel moderates each discussion thread and can contribute to the conversation. The Grid has taken its first steps in the US and Canada.

IMPROVING OUR CLIENTS PERFORMANCE