Operating results include profit growth and margin expansion in several markets offset by a $4 million profit decline in Florida-based locations and a $3 million profit decline in Latin American markets (excluding these markets, sales increased 7% and operating profit increased 9%). Results also reflect incremental SG&A of $4 million in field-level incentive compensation, $2 million in health-related costs and $2 million in added technology spending, including the acquisition of Alert Labs.
It is important to note that the fourth quarter of each calendar year is highly seasonal due to the nature and timing of the replacement of HVAC systems, which is strongest in the second and third quarters. Accordingly, the Company’s fourth quarter financial results are disproportionately affected by seasonality.
Technology Investments
Watsco has launched a variety of technologies and process enhancements to transform how HVAC contractor customers are served. Speed, productivity and scale are critical factors as the digital era progresses and Watsco is investing to ensure an unparalleled customer-experience.
The most notable is the digitization of Watsco’s interactions with its customer base throughe-commerce and mobile apps, supported by the industry’s largest database of product information. Watsco’srun-rate fore-commerce sales is now approaching 30%, which is supported by the industry’s richest depository of product information of over 685,000 SKUs. Both of these metrics were close to zero just a few years ago.
Watsco has also launched internal-facing technologies, including (1) a business intelligence platform to provide insights to 600+ P&L managers and their teams, (2) proprietary order fulfillment software to deliver speed, convenience and order accuracy to customers (currently used attwo-thirds of the Company’s locations), and (3) demand planning and inventory optimization software to improve fill-rates and inventory turns and to reduce real estate requirements (currently implemented in 60% of the Company’s supply chain).
A.J. Nahmad, Watsco’s President said: “We are proud to be the industry leader in progressive technologies to help customers grow their businesses while improving our operations. We have made progress and are seeing early returns such as reduced customer attrition rates, improved inventory quality and exciting sales growth for customers that are leveraging our technologies.”
Mr. Nahmad added: “We are also so proud to have delivered record results and increasing dividends during such a transformative period. Most importantly, our teams have embraced a culture of innovation and continuous improvement, which we believe positions us well to further scale these technologies and derive value in the years ahead.”
An update of key technology metrics are as follows:
| | | | |
| | E-Commerce and App Usage | | Progress in 2018 versus 2017 |
| | Growth ine-commerce sales | | 33% growth in online sales to $1.2 billion |
| | E-commerce transactions | | 34% increase in transactions |
| | Currente-commercerun-rate | | 29% of sales versus 25% last year |
| | Unique iOS or Android app weekly users | | 16% increase in weekly active users |
| | Products (SKUs) digitized and availableon-line | | 5% increase to over 685,000 SKUs |
| | Line items per orderon-line versusin-store | | 37% more line items per order |
| | Sales attrition rate fore-commerce users | | 2.5-times less attrition thannon-users |
| | |
| | Business Intelligence (BI) Platform | | |
| | Increase in internal BI users | | 7% increase to over 1,600 weekly-users |
| | Average BI queries per week per user | | 9% increase in queries per week per user |
| | Number of total user inquiries during the year | | 13% increase to 20.3 million queries |
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