Master Group Case Study
Leveraging Adobe Commerce to power Master Group, a leading B2B HVAC distributor in Canada:
- Handle large, custom B2B orders with speed and accuracy.
- Let technicians order fast from any job site via mobile.
- Sync inventory, pricing, and accounts across 80+ branches.
- Provide instant access to manuals, specs, and warranty info.
Project
Master Group
Niche
HVAC-R Distributors & Contractors
Industry
Wholesale Distribution / HVAC-R
Technology
Adobe Commerce, Hyvä
About Master Group, Virtual Branch
The Master Group is Canada’s largest independent distributor of HVAC-R products, trusted by professionals for over 70 years. With a network of over 80 branches nationwide, they serve residential, commercial, and industrial markets with a comprehensive catalogue of heating, cooling, ventilation, and refrigeration solutions.
Their Virtual Branch takes that legacy online, giving contractors and partners 24/7 access to product catalogues, real-time inventory, technical documents, and personalized pricing. They came to us with a vision of building an e-commerce platform that does more than just sell.
Services
Challenges They Faced
Not built with a B2B vision
After reviewing their user journeys and flows, it was clear the platform lacked a proper B2B foundation. The order-taking process was complicated, shipping wasn’t flexible, and account tools were barely usable. There were no saved lists, no reordering shortcuts, and nothing to support teams that order frequently or in bulk.
Tough Product Search
With so many technical SKUs, customers had a hard time finding what they needed. The search didn’t help much, and the filters just made things worse. To make matters worse, they couldn’t simply place an order online at any time — they had to call or wait for branch hours. The whole process slowed them down.
Disconnected Systems
Their systems were not working compatibly. Pricing, inventory, and customer data all lived in silos, leading to errors at checkout and delays in fulfillment. Customers saw incorrect stock levels or pricing, and internal teams were stuck fixing issues manually. It slowed everything down and chipped away at trust in the website.
Solutions We Offered
Our client was struggling to manage large and complex orders. Their customers often needed to place bulk orders with special pricing and custom shipping instructions, but the old system was not supporting this kind of ordering. Orders would get delayed or processed incorrectly, and customers had to call or email just to complete basic purchases. It created frustration on both sides. We built a streamlined B2B ordering system that can easily handle the multi-line orders, applies custom pricing automatically, and supports flexible shipping options. Now, customers can complete large orders smoothly, without any manual intervention. This has improved the overall buying experience on their website.
Final Outcome
Adobe Commerce Using Hyvä Success Story
- 40% reduction in support requests
- 60% faster order completion time
- 30% increase in online order volume
- 98% inventory accuracy
- 35% drop in cart abandonment
- 25% decrease in order errors
Conversion & Retention Metrics
- 18% boost in repeat purchases
- 22% increase in account sign-ups and usage
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What Our Clients Say
“Earlier, we were on Magento and, as beginners, we had a good launch until we noticed how far ahead our competitors were with loyalty programs, custom pricing, and other B2B features. That’s when we knew we needed more. Kinex didn’t just listen to our needs. They completely surpassed our expectations. We outgrew the basics together, and now our sales are miles ahead of where they used to be.”
“We sell tools and safety gear to other businesses, like gloves, helmets, drills, that kind of stuff. Our old site was okay, but once someone attempted to place a large order, it became nearly impossible. It was way more manual than it should have been. We brought in Kinex to help, and they really cleaned it up. Now customers can order online without running into issues, and everything’s way more efficient for our team, too. It’s taken a lot of pressure off and just made things smoother.”
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