A smarter system for a great cause

The challenge

Sue Ryder runs over 400 charity shops in the UK, and to extend reach and raise crucial funds, launched an online store selling brand-new products with all profits supporting their specialist care.

With a legacy Magento 1 store, Sue Ryder sought a proactive agency to assist their move to Magento 2. Facing challenges integrating with their ERP system, Microsoft Navision, they needed a team with proven integration expertise. IDHL was the perfect fit.

Our approach

Improved onsite communication

After Sue Ryder’s rebrand from Sourced by Sue Ryder—a name often associated with second-hand goods—we redesigned the site to better convey their new-product offerings. To increase clarity and trust, we introduced a dedicated domain, shop.sueryder.org, alongside a USP bar, enhanced product labeling, and clearer onsite signposting.

Seamless ERP integration

Since Navision integrates tightly with their store POS systems, launching required taking tills offline and performing work after hours, which we fully managed to avoid disruption. We also connected the site with eBay and Amazon to support multichannel growth and implemented Sage Pay as a secure payment gateway.

Streamlining internal processes

We developed a custom MailChimp integration for centralized preference management and created export feeds to sync multiple back-office systems. Powered by Nosto, personalization showcased bestsellers and recommended products to boost cross-sell, while Feefo reviews added social proof and built trust.

Enhancing user experience

Focusing on UX improvements, we refined navigation and product presentation and added powerful filters to help shoppers find items quickly. Using Magento Page Builder, Sue Ryder’s team can now easily create pages, while dynamic product labels highlight new items and promotions.

We also built custom GiftAid functionality to enable donations directly at checkout with a simple, user-friendly experience.

The results

The new Magento 2 site offers a modern, intuitive shopping experience that clearly reflects Sue Ryder’s mission while supporting revenue for their vital care services. Seamless integrations, better UX, and enhanced personalization boosted ecommerce performance and gave the Sue Ryder team more control and flexibility.