A smarter system for a great cause

The challenge

Sue Ryder operates more than 400 charity shops across the UK, and to expand reach and raise vital funds, they 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 that could help them make the move to Magento 2. Troubled by the integration with their ERP system, Microsoft Navision, they needed a team with proven integration experience. IDHL fit the bill perfectly.

Our approach

Better communication on site

Following Sue Ryder’s rebrand from Sourced by Sue Ryder—a name often mistaken for second‑hand goods—we redesigned the site to better communicate their new‑product offering. To reinforce clarity and trust, we introduced a dedicated domain, shop.sueryder.org, alongside a USP bar, improved product labelling, and clearer onsite signposting.

Seamless ERP integration

As Navision is tightly linked to their store POS systems, launch required taking tills offline and completing work out of hours, which we fully accommodated to avoid disruption. We also integrated the site with eBay and Amazon to support multichannel growth, and implemented Sage Pay as a secure payment gateway.

Streamlining internal processes

We built a custom MailChimp integration for centralised preference management and created export feeds to sync multiple back‑office systems. Personalisation, powered by Nosto, surfaced best‑selling and recommended products to drive cross‑sell, while Feefo reviews added social proof and strengthened trust.

Enhancing UX

Focusing on UX improvements, we streamlined navigation, product presentation, and introduced 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 support donations directly at checkout through a simple, user‑friendly experience.

The results

The new Magento 2 site delivers a modern, intuitive shopping experience that clearly communicates Sue Ryder’s proposition while supporting revenue generation for their essential care services. Seamless integrations, improved UX, and enhanced personalisation have strengthened ecommerce performance and empowered the Sue Ryder team with greater control and flexibility.