Case Study: Toolstop grows international business and boosts email engagement with dotdigital

Using email to build an international business

Toolstop is a UK independent tool retailer that moved online in 2005 and has traded via its own e-commerce site since 2007. Competing against national chains without a retail footprint, the company needed to build loyal customers, track purchase behavior to tailor offers, and replace an email provider that couldn’t handle its growing data or support needs.

Migrating to dotmailer gave Toolstop a single customer view, advanced segmentation, triggered and automated campaigns (including a three-stage welcome series and a 3-step re‑engagement flow), upsell triggers and content/survey emails. Today Toolstop runs 2 million emails a month to 200,000 subscribers, averages a 55% open rate on welcome messages, re‑wins over 25% from the first re‑engagement email, processes ~8,000 orders monthly and enjoys better targeting, higher upsell rates and minimal support overhead.

Toolstop

Neil Bruce

Head of Online Activities