In the competitive world of building materials distribution, price wars and product catalogs alone aren’t enough to win lasting business. The real differentiator? Strategic partnerships with contractors that go beyond the transaction.
This case study explores how Highridge Building Supply, a regional distributor with four locations across the Southeast, created a contractor partnership program that boosted loyalty, increased wallet share, and elevated service expectations across the board.
🏗️ Company Snapshot: Highridge Building Supply
Headquarters: Raleigh, NC
Locations: 4 branches in NC and SC
Core Products: Roofing, framing lumber, windows, fasteners, and siding
Challenge: High customer churn, price-driven competition, and inconsistent contractor engagement
🎯 The Goal: Turn Contractors Into Partners, Not Just Customers
Highridge’s leadership asked a bold question:
“What if we stopped selling to contractors—and started building with them?”
Their goal was to move from transactional selling to long-term, strategic partnerships by creating a structured program focused on mutual value, loyalty, and growth.
✅ Step 1: Identify and Segment High-Value Contractor Profiles
The Problem: Resources were spread thin across hundreds of accounts, many with minimal potential.
What They Did:
Conducted a customer profitability analysis
Segmented contractors by volume, payment reliability, growth potential, and service fit
Created a “Strategic Partner” tier for 40 contractors with high upside and relationship readiness
Result:
📊 More focused account management and higher-value conversations.
✅ Step 2: Launch the Highridge Partner Program (HPP)
The Problem: Most contractor relationships lacked structure or differentiation.
What They Did:
Developed a formal program with tiered benefits (Gold, Silver, Bronze)
Offered perks like dedicated account managers, early product access, custom pricing, jobsite delivery guarantees, and co-branded marketing
Added quarterly planning sessions to align on project pipelines and inventory needs
Result:
🏅 Contractors saw tangible value in the relationship—and began steering more volume to Highridge.
✅ Step 3: Provide Tools to Help Contractors Win More Jobs
The Problem: Contractors were asking for more than materials—they wanted to grow.
What They Did:
Introduced takeoff and estimating support for larger residential and multi-family jobs
Created a digital catalog and quick-quote portal for preferred partners
Offered training sessions on new products, installation best practices, and project planning
Result:
📈 Contractor partners closed more jobs—and kept coming back.
✅ Step 4: Align Inside Sales, Delivery, and Credit Teams Around Partner Priorities
The Problem: Operational silos caused inconsistent service—even for top contractors.
What They Did:
Designated internal liaisons for each partner contractor (CSR, scheduler, credit contact)
Streamlined jobsite delivery windows and order tracking for HPP members
Created “fast-lane” processes for partner order adjustments and returns
Result:
🚛 Operational alignment created a seamless, repeatable experience for every partner project.
✅ Step 5: Measure and Celebrate Partnership Success
The Problem: Partnership wins were hard to track and often went unrecognized.
What They Did:
Tracked KPIs by partner: revenue growth, delivery accuracy, and repeat purchase frequency
Created quarterly business reviews for top-tier partners
Featured successful contractors in social media, email newsletters, and branch signage
Result:
🏆 Contractors became part of the brand—and the loyalty was mutual.
📈 Performance After 12 Months
KPIBefore HPP LaunchAfter 12 Months
Contractor Retention Rate71%91%
Average Order Value (Top 40 Contractors)$1,920$2,730
Revenue from Strategic Partners24% of total41% of total
Contractor NPS (Net Promoter Score)6282
🧠 Key Takeaways for Distributors
Partnership is a mindset shift. Strategic accounts need structure, planning, and executive attention.
Contractors want a partner—not just a supplier. Support them beyond the order.
Internal alignment is critical. Every department should serve partner goals.
Value isn’t just in price—it’s in reliability, support, and growth.
🧱 Conclusion: Strategic Contractor Partnerships Drive Sustainable Growth
Highridge Building Supply’s transformation wasn’t about chasing more customers—it was about investing in the right ones. By building a formalized, scalable partnership program, they created long-term relationships that delivered better margins, smoother operations, and faster growth.
