What was actually wrong
Jaguar Land Rover needed an ecommerce platform that could carry trade account ordering, repeat purchase patterns and operational reporting expected by a Automotive & parts business.
This was not a standard ecommerce build. The platform had to handle parts identification, specialist catalogue depth, technical data, account buying, pricing imports, depot stock and the systems behind each order.
Product information, catalogue structure and supplier feeds were likely sources of operational friction, with editorial and trading teams working around fragmented data.
Trade buyers and account customers needed account-based pricing, repeat ordering and visibility of their own purchase history without friction.
Stock was not one flat number. Depot location, availability and fulfilment context had to remain meaningful so customers and order teams could rely on what the platform showed.
Business customers also needed the platform to reflect how they buy: parent and child account relationships, repeat purchase, order history, account documents and the correct pricing and stock context.
The commerce layer had to sit cleanly alongside ERP and tax, without turning every operational dependency into a launch risk.
The platform change also depended on product information being structured, enriched and governed well enough to support the catalogue. Product data was a major workstream within the wider commerce delivery, not a separate outcome claim.
What was at stake
When account-based pricing, repeat ordering and purchase-history visibility slip, trade and account customers lose confidence in the site and push work back onto sales and support.
Most relevant to Automotive & parts teams running B2B, B2C and D2C operations and weighing similar platform decisions.
If catalogue and operational data drift, buyers can lose confidence in product information, pricing, stock and purchase history. That can delay or abandon an order, while internal teams absorb the uncertainty through manual checking and customer service.
For repeat buyers and trade accounts, uncertainty creates friction every time an order is placed again. Wrong-part risk, unclear account terms and a harder repeat-order path can frustrate buyers and move the burden back to account teams and support.
Once a buying habit moves elsewhere it is expensive to win back. The consequence of inaction is not dramatic; it is cumulative.
Five things, in order.
- 01Mapped the buying journey before the interfaceStarted with how customers actually order here: account relationships, repeat-buy patterns and the operational context behind each purchase. Purchase history, documents and parent-child account behaviour had to support the journey rather than sit outside it.
- 02Rebuilt the commerce foundation around how the business operatesRebuilt the commerce foundation around the operational logic the business already depended on, without resetting what already worked.
- 03Connected the systems that the storefront cannot work withoutThe commerce layer had to sit cleanly alongside ERP and tax without coupling the launch to every system on day one.
- 04Brought product data into one governed workstreamProduct information, enrichment and catalogue structure were treated as a delivery workstream that enabled the commerce change. Technical data and downloads had to remain connected to the product context buyers used to identify the right item.
- 05Scoped the rules per audience, not per platformAccount-led ordering and self-serve buying were shaped as distinct journeys on the same foundation. Local catalogue, depot, inventory, delivery and pricing rules had to remain coherent for the buyer context in front of the screen.
Platforms and integrations
Difficult parts
Results
In the client's words
In our pursuit of a stable, unified, and scalable solution that could seamlessly integrate across all business units within Jaguar Land Rover (JLR), all while adhering to a tight project timeline, iWeb emerged as the ideal partner. Their expertise and dedication ensured that every aspect of our requirements was not only met but exceeded our expectations. From the outset, iWeb demonstrated a deep understanding of our needs, carefully crafting a solution that aligned perfectly with our objectives. Their commitment to excellence was evident at every stage of the project, from initial planning to final implementation. Through their innovative approach and meticulous attention to detail, iWeb delivered a solution that not only met our immediate needs but also laid the foundation for future growth and scalability. What truly set iWeb apart was their unwavering dedication to our success. They worked tirelessly to ensure that the solution was not only technically robust but also user-friendly and intuitive for our teams. Their proactive communication and collaborative approach fostered a sense of partnership, making the entire process seamless and enjoyable. In the end, iWeb delivered on every aspect of our requirements beyond our wildest expectations. Their expertise, professionalism, and commitment to excellence have made them a valued partner in our journey towards digital transformation. We look forward to continuing our partnership with iWeb and leveraging their expertise to drive further innovation and success within Jaguar Land Rover.”
Ongoing support
The project did not end when the platform went live.
Support mattered because the automotive and parts still depended on parts data, pricing imports, account behaviour, inventory feeds, integrations and customer-facing information after launch.
Keeping the build decisions and system ownership visible gave the support team a clearer basis for tracing issues and maintaining the connected trading system after launch.
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