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Chadwicks

Transforming Chadwicks' B2B experience with Adobe Commerce

The Challenge

Chadwicks, Ireland’s market leader in building materials distribution and part of the Grafton Group, wanted to revitalise its B2B offerings. Their goals were to increase B2B traffic, improve self-service capabilities, and reduce the administrative burden on their offline teams.

The project centred on upgrading the Trade account experience, including storefront customisations, deeper ERP integration, and a new link to their P2P financial system. 

Chadwicks needed a unified platform to consolidate services for their trade customers, enabling them to manage accounts, view invoices, and access transaction histories online. To deliver this digital transformation, they needed an agency with expertise in B2B e-commerce, which led them straight to Space 48.

The Solution

We began with a collaborative discovery process, working closely with Chadwicks to define their vision, map user stories, and assess the feasibility of key enhancements. Our approach focused on three key areas:

Enhancing Self-Service Capabilities – Providing trade customers with a comprehensive suite of self-service tools that allow them to manage their accounts independently. This included features such as real-time invoice access, transaction history tracking, and direct payment processing. 

Centralising Data and Systems – Creating a seamless digital ecosystem by integrating customer accounts, financial systems, and operational tools into a single, unified platform. This included deep ERP integration to automate data transfers, improving accuracy and reducing manual workload.

Improving User Experience – Developing a fast, intuitive, and mobile-friendly interface tailored for trade customers. Chadwicks needed a fully responsive design optimised for on-the-go access, ensuring that users could easily manage their accounts from any device. 

Execution

1. Streamlined Self-Service Tools

To reduce reliance on Chadwicks’ offline teams, we introduced a suite of enhanced account management features, making it easier for customers to handle financial tasks independently. Now, users can seamlessly view and pay invoices, download transaction histories, and access real-time statements, giving them instant clarity on their financial standing. We also implemented multi-user access controls, and integrated credit and payment features through Accustar ERP and Softco P2P, enabling trade customers to review credit limits online and raise invoice queries directly. 

2. Centralised Data Management

We created a unified, more efficient data management system: a Unified Customer Account structure within Magento 2. By bringing together essential financial and transactional data into a single location, trade customers could access invoices, credit limits, and transaction history without switching between disparate systems. We also implemented Automated Data Transfers by integrating Pimcore with Alumio as well as introducing Enhanced Search & Navigation using Klevu’s AI-driven search capabilities to deliver faster, more intuitive product discovery for Chadwicks’ 12,000 SKUs.

3. Enhanced UI and Front-End Experience

To ensure optimal site performance, we implemented Hyvä, a frontend framework that significantly improved load times and navigation speed. This resulted in a smoother browsing experience and minimal delays for customers on the site. We added B2B-specific design enhancements to the front end that made it easier for users to access dashboards, track orders, and manage their business operations. We even developed an approval workflow for orders to enable businesses to set internal purchasing permissions for maximum control and flexibility.

The Live Site

Before

The result

The enhanced platform has transformed how Chadwicks’ trade customers interact with their accounts online. Self-service tools have reduced administrative workloads, while the streamlined UI and centralised data have improved efficiency and customer satisfaction.

The omnichannel approach and consistent view of account data provided Chadwicks’ trade customers with 24/7 access to account management functions. This includes the ability to pay invoices, view Proof of Deliveries (PODs), and have a central view of both their online and offline orders, streamlining the overall customer experience.

“Space 48 worked closely with us to fully understand our desired outcomes. Their design and development teams delivered a solution that matched our expectations and those of our customers. The team approached the project with dedication and professionalism, and we’re thrilled with the results. We look forward to continuing our collaboration as we further develop our customer-focused initiatives online.”

Andrew Hewat
Strategic Business Development Manager, Chadwicks Group