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e-Commerce Program Management

At a glance

Awayco engaged Symphonic to manage the end-to-end modernisation of its eCommerce platform, spanning multiple functional modules and delivery teams. The work focused on establishing program governance, coordinating delivery across streams, and enabling scalable improvements to platform performance and user experience.


As eCommerce platforms scale, managing multiple functionalities, integrations, and delivery teams becomes increasingly complex. Without structured program oversight, organisations risk fragmentation, delays, and inconsistent user experiences. Coordinated program management is essential to align technical delivery with business growth. 

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Client Overview

Awayco provides eCommerce applications that support retail businesses in managing inventory, transactions, and customer interactions across multiple channels. As demand increased, the platform required modernisation to support scalability, improve performance, and meet evolving customer expectations. 

Challenges

 Awayco faced several challenges in modernising its eCommerce platform while maintaining ongoing operations:

  • Fragmented platform modules with varying requirements and dependencies 
  • Coordination across multiple delivery teams and project streams 
  • Performance limitations as demand and functionality expanded 
  • Resource allocation across specialised technical areas 
  • Maintaining continuity during platform upgrades 

Solutions

The program focused on coordinating delivery across multiple workstreams while improving governance, resource alignment, and development practices. This ensured that platform upgrades could be delivered efficiently without disrupting ongoing operations. 

Program Management Office (PMO) Setup

Program Management Office (PMO) Setup

Program Management Office (PMO) Setup

Established a dedicated PMO to oversee the entire modernisation program. The PMO is responsible for defining project governance, setting up communication channels, and ensuring alignment with business objectives. 

Functional Modules Assessment

Program Management Office (PMO) Setup

Program Management Office (PMO) Setup

Conducted a thorough assessment of the existing functionalities and identify specific modernisation needs, risks, and dependencies for each module. 

Resource Allocation

Program Management Office (PMO) Setup

Resource Allocation

Allocated Project Managers and technical/development teams to each module based on their expertise and skill sets. Ensured clear lines of responsibility and accountability. 

Agile Methodology

Program Management Office (PMO) Setup

Resource Allocation

Implemented an Agile project management approach to foster flexibility, adaptability, and iterative development. 

Technology Stack Evaluation

Continuous Monitoring and Reporting

Technology Stack Evaluation

Evaluated the existing technology stack and recommend necessary upgrades and replacements to align with industry best practices. 

User Experience Redesign

Continuous Monitoring and Reporting

Technology Stack Evaluation

Collaborated with user experience (UX) experts to redesign the platform's interface and workflows, focusing on customer-centric design principles. 

Continuous Monitoring and Reporting

Continuous Monitoring and Reporting

Continuous Monitoring and Reporting

Implemented robust monitoring and reporting mechanisms to track progress, identify issues, and make data-driven decisions. 

Risk Mitigation

Continuous Monitoring and Reporting

Continuous Monitoring and Reporting

Developed a risk mitigation strategy to address potential challenges, such as technical hurdles, resource constraints, and scope changes. 

Outcomes

 

The modernisation program delivered measurable improvements across platform performance, user experience, and delivery coordination:

  • Platform Modernisation: The platform was modernised to ensure scalability and performance, resulting in improved page load times and a more responsive user interface.
  • Enhanced Functionality: Each module was upgraded to meet modern industry standards, enabling smoother booking experiences, improved payment processing, and more robust product catalogue management.
  • Technology Stack Enhancement: The adoption of the latest technology stack improved the platform's stability and agility, making it easier to implement future updates and features.
  • Improved User Experience: The redesigned user interface and workflows led to increased customer satisfaction and higher conversion rates.
  • Effective Collaboration: The program management approach facilitated collaboration among multiple teams, ensuring that modernisation efforts were coordinated and aligned with business goals.
  • On-time Delivery: The modernisation program was delivered on time and within budget, allowing Awayco to quickly benefit from the upgraded platform.

What This Case Illustrates

Large-scale platform modernisation requires more than technical upgrades. Coordinated program management ensures that multiple delivery streams remain aligned, enabling organisations to scale systems while maintaining performance and user experience. 

Benefits

Through coordinated program management, Awayco strengthened its platform performance, delivery processes, and ability to scale its eCommerce capabilities. The improvements established a more reliable foundation for ongoing development, enabling the business to respond more effectively to customer and market demands.

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Date Published: 30 November 2023

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