Merchant Pulse

Best practice · 33 examples · none before 2020

What good looks like at other merchants

Named, dated examples from UK builders' merchants and the Builders Merchants Federation, one scorecard area at a time. Every one links to where it was reported.

Organisations cited on the best practice page:

Travis PerkinsSelco Builders WarehouseDarlaston Builders MerchantsMKM Building SuppliesBuilding SuperstoreJewsonBeesley & FildesLords Builders MerchantsToolstationBuilders Merchants FederationBMF and NMBSNational Buying GroupMacBlairBand of Builders and the BMF
A tradesperson in a van reordering on a phone

Area 1 · 5 examples

Digital trade counter

Put the customer's own trade price, their account and their usual products on their phone.

FeaturedMKM Building SuppliesApril 2026

First dedicated ecommerce app

The UK's largest independent merchant launched its own app on iOS and Android to put the branch counter in customers' pockets.

Source: MKM(opens in a new tab)

  • Darlaston Builders Merchants · July 2025

    Independent merchant online with live stock

    A single-depot West Midlands merchant put live stock and pricing online, with click and collect from the depot and trade account integration at checkout.

    Source: Newsfile(opens in a new tab)

  • Travis Perkins · June 2023

    Online Trade Counter for reorders

    Account holders reorder from their regularly bought products in a couple of clicks, at their usual trade price, with billing and site delivery details saved. Shared access lets a firm give its own staff use of the account.

    Source: Insight DIY(opens in a new tab)

  • Selco Builders Warehouse · May 2022

    App with the Trade Card built in

    Click and collect or click and deliver from a phone, the nearest branch shown automatically, fingerprint or face sign-in, and the customer's Trade Card as a barcode to scan at the till.

    Source: Insight DIY(opens in a new tab)

  • Travis Perkins · March 2021

    Customer app with live trade prices

    Trade customers check and order stock from their local branch at their own trade prices in real time, check their credit account, pay balances and download invoices.

    Source: Retail Bulletin(opens in a new tab)
Try the trade storefront
A phone photographing a handwritten materials list on a clipboard

Area 2 · 5 examples

Quote to basket

Take the job in whatever form it arrives, and send back a priced list.

A navy and orange branch at dusk with a covered loading bay

Area 3 · 6 examples

Branch experience

Design the branch around a whole job collected in one early trip.

A landscaper measuring a driveway for block paving

Area 4 · 3 examples

Project tools

Do the quantities for the customer, so the order is right first time.

Counter staff shaking hands with a regular trade customer

Area 5 · 3 examples

Loyalty and retention

Reward regular spend in a way the customer can see, and review it often.

Timber, plasterboard, bricks, copper pipe and screws photographed on grey

Area 6 · 4 examples

Product content

Ask suppliers for data in one industry format, once, and reuse it everywhere.

Branch staff and a tradesperson laughing over mugs of tea at the counter

Area 7 · 7 examples

People and wellbeing

Train people to spot it, and put the helpline where the trade will see it.

How do you compare?

The scorecard rates your business in the same seven areas and shows the two to fix first. Examples are taken from public trade press and company pages; schemes and apps change, so check the source before quoting a figure.

Take the scorecard