Our business model and strategy

To be our customers’ first choice, we must provide the relevant product and services that solve their procurement needs. How? By delivering excellence through a connected experience and a suite of valued product and service solutions for industrial MRO customers.

While continuing our unique service proposition for other relevant sectors, we're targeting customers with a high lifetime value and a consolidating behaviour in key vertical markets. Our target customers are those industrial customers purchasing small volumes of multi-category MRO products ranging from global multi-site operators to small single-site customers.

We offer a broad range of technically led and specialist industrial MRO products, with a strong focus on automation and control. We continue to increase and curate a range of products in adjacent categories and broaden our offering tailored to specific customer needs whilst leveraging our unique regional strengths.

Our strong and extensive relationships with supplier ensure we can provide wide product choice, availability and substitute options. Our own brand, RS PRO, is a key differentiator for us, offering customers high-quality, competitively priced products.

MORE ABOUT OUR PRODUCT RANGE

We offer solutions that create customer loyalty and address our customers’ problems that drive product pull through. While our service solutions are mainly digital, we also have a number of revenue-generating services such as our maintenance solutions, tailored to maximise productivity, minimise waste and expand the lifespan of assets, and safety solutions which include personal protective equipment and hygiene control solutions.

By making our customers’ lives easier across their business lifecyle, we are strengthening our relationships, driving recurring revenue and increasing customer lifetime value.

MORE ABOUT SERVICE SOLUTIONS 

The best future for our core customers doesn’t involve a trade-off between digital experience and a human touch – it involves the best of both. Our customers want to tap into our technical knowledge and insight. But they also want doing business with us to be easy.

We’re finding ways to make customers’ MRO procurement faster, seamless and more efficient. We're focusing on providing a more personalised and bespoke customer service for higher-value customers as we optimise our costs to serve. Creating a better and tailored overall customer experience that won’t just differentiate us from our competitors, it will expand our share of customers’ wallets and increase their loyalty.

We want to do the basics brilliantly – building strong foundations to operate more efficiently through executional excellence, innovation and simplifying our business model. By operating more efficiently, we become more effective – enabling us to become a trusted partner in problem solving for suppliers and customers alike.

We're improving our operational effectiveness to drive efficiencies in our technology and digital processes and physical infrastructure. We're focusing on developing process efficiency, where things can be done better consistently. We're evolving our enabling functions to share expertise and provide support across the Group.

We’ve been strengthening our leadership structure with a clear focus on executing our talent development framework and increasing diversity and inclusion. All of this will make sure we have the very best people working together to deliver results that delight all our stakeholders.