Case Study | QCC
Transforming their eCommerce with TOTECS

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Company Size

Large

Location

New South Wales & Queensland  

Industry

Hospitality

Brief

QCC Hospitality Supplies, founded in 1957, is a leading Australian wholesale distributor of non?food restaurant and hotel supplies, stocking over 10,000 products from more than 150 brands across four locations in Sydney and Brisbane. Despite decades of market leadership, by 2018 QCC’s digital channel was generating minimal online revenue and suffering from poor search visibility. Seeking more than “lift?and?shift” software, QCC engaged TOTECS—an Australian?built, hosted B2B eCommerce platform with 24 years of industry expertise and integrations tailored for mid? to enterprise?level distributors—to serve as a strategic partner on a five?year digital transformation roadmap.

Problem

QCC’s website suffered from chronically low customer engagement and visibility. The platform saw few repeat visits, no regular content updates, and negligible direct online ordering, leaving QCC reliant on phone, fax, and email sales channels. Without a clear multi?year strategy, ad hoc improvements failed to drive traffic or conversions, and the absence of routine digital marketing meant that Google did not rank QCC’s site for high?value search terms. Internally, sales reps viewed the website as an afterthought rather than an active sales tool, reinforcing poor site performance and preventing the capture of growing B2B eCommerce demand.

Solution

TOTECS implemented a two?pronged approach combining heightened user engagement and targeted eMarketing. First, through its RepSpace module, TOTECS trained QCC’s sales and internal teams to log into the website daily, respond to inquiries online, guide customers to view real?time pricing, and place orders through their accounts. This relentless activity created continual user signals that improved organic rankings without any spend on SEO. Second, TOTECS deployed its eMarketing module to run bi?monthly, hyper?targeted campaigns featuring product launches, special deals, and curated bundles. These campaigns not only drove spikes in online orders but also generated uplifts in offline sales as customers discovered promotions digitally and then purchased through their preferred channels.

Results

Within three years, QCC’s eCommerce channel outpaced offline revenue, achieving a 250% increase in digital turnover and securing first?page organic rankings for dozens of competitive keywords—entirely through engagement?driven SEO surge in online demand funded the expansion to two new warehouses—one in Banksmeadow, NSW, and another in Wacol, QLD—doubling distribution capacity to meet order volumes. Building on this momentum, QCC upgraded its legacy ERP and implemented fully automated Connected Commerce procurement via SQUIZZ.com, with TOTECS integrations at its core, enabling real?time stock visibility, automated replenishment, and seamless order orchestration. Today, QCC’s digital platform is not just a sales channel, but a strategic asset driving national growth and operational excellence

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