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Helping an international e-commerce brand deliver at scale

Global ecommerce provider

Cloud & Platforms


5 min read

Key service areas

Our client is a global ecommerce brand that has helped revolutionise the way people shop for furniture and home decor over the last 20 years. Through its network of branded retail websites, it sells household items from many thousands of suppliers to more than 25 million active customers around the world.

This business is much more than just an online retailer. It employs many thousands of people across Europe, Asia and North America, and its large-format last-mile delivery facility rivals that of Amazon, allowing it to offer fast free shipping on many items. Sold and unsold stock is held in millions of square metres of multi-function warehouse space, and its volume is expected to grow rapidly in the next few years.

Our approach: Understanding business need

Discovery is a vital stage of any project, but it was absolutely central to this engagement. We had to really understand business need right across this huge organisation, and then use that understanding to assess technology needs.

We interviewed numerous stakeholders, staff and experts within the ecommerce giant, including:

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Product, UX & technology teams across fulfilment and delivery

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Business process and operations teams across North America and Europe

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KPI and management information experts across fulfilment and delivery

The conversational style of our interviews allowed us to fully explore users’ experiences and their journey to date, so we could get to know their dependencies and constraints.


Our impact: Delivering tech excellence and expertise

Following interviews and research, esynergy set out our analysis in a report. We also produced illustrative business cases for the two viable recommendations. Our recommendations were developed by our team of market-leading technology experts, in collaboration with the client’s internal teams. We focused on recommending a single design framework that would enable richer API contracts between fulfilment and delivery, and bring increased compatibility and fungibility to technology and processes for our client.

Ultimately, our recommendations will enable our client to streamline its processes, deliver on its promise to serve its customers quickly and efficiently, and continue to scale its business.

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