Home Hardware finally understood what every sales channel was contributing

The moment

Customers don't think in channels. They browse online, visit stores, compare products, and expect a consistent experience wherever they choose to shop. For Home Hardware, understanding how those channels worked together was becoming increasingly important. But every part of the business told a different story. Store performance looked different from online performance. Supplier reporting couldn't easily be compared with retail performance. Leadership had plenty of information—but no single view that explained what was really happening across the business.

Before Lucid

Home Hardware operates one of Canada's largest dealer-owned retail networks. Its business model is unique. Hundreds of independently owned stores operate under one trusted national brand while working closely with a central organization. As the business grew, customer, sales, supplier, and store information remained spread across multiple business systems. Every cross-channel question required teams to manually compare reports from different sources. Leadership often spent more time reconciling numbers than acting on them. Simple business questions became lengthy reporting exercises. And a traditional modernization approach was expected to take nearly twelve months before meaningful value could be delivered.

How we helped

Lucid AI Suite created one trusted business view by connecting information across stores, eCommerce, suppliers, products, and sales into a single, consistent understanding of the business. Instead of different departments working from different reports, every team gained confidence that they were looking at the same picture. Store performance could be compared with online performance. Product performance became easier to understand. Supplier insights became part of everyday decision-making. Rather than spending time questioning the numbers, teams could focus on improving the business.

What changed

The project was delivered four times faster than originally projected, allowing Home Hardware to realize value much sooner. Manual reporting effort was reduced by 80%, giving teams more time to analyze performance instead of preparing reports. For the first time, leadership could confidently compare store performance, online sales, and supplier activity using one trusted source of information. Business conversations shifted from "Which report is correct?" to "What should we do next?"

How work changed

• Regional leaders gained faster visibility into store performance.
• Commercial teams could evaluate products and suppliers with greater confidence.
• Finance, operations, and merchandising teams worked from the same trusted information, making collaboration easier across the organization.
• Instead of manually combining reports, teams could spend their time making faster, more informed business decisions.

Built for what's next

Retail continues to evolve. New sales channels, customer experiences, supplier relationships, and digital services will continue to shape the business. With a trusted business view already in place, Home Hardware can bring new channels into the organization without recreating the same reporting challenges every time. The business is now better positioned to improve customer experiences, support future growth, and prepare for AI with confidence.