From Frustration to Functionality: Why Good Hand Switched to Symphony Commerce

THE CLIENT

Good Hand

Good Hand, a specialist B2B engineering manufacturer and distributor, had relied on their previous ecommerce platform for over 11 years. During that time, their business evolved - but their digital tools didn’t.

Managing a catalogue of 24,000+ highly technical products and supporting over 6,000 trade customers had become increasingly complex. Without integration with their ERP system (Interprise), modern automation, or customer-focused UX, day-to-day operations were bogged down by inefficiencies.

The cracks were beginning to show. Product updates were manual. Orders required re-keying. The online experience no longer reflected the technical depth or customer service standard the business stood for.

Good Hand needed a platform that could keep pace with their ambitions - and support the complexity of engineering-grade ecommerce at scale.

Challenges

Before partnering with Symphony Commerce, Good Hand’s digital operations were being held back by:

• Outdated Platform Limitations
  Their old setup lacked the flexibility and design capability needed to represent a modern B2B brand or product experience.
  
  
• Poor Variant and Specification Management
  Good Hand’s complex product catalogue relied on customers being able to compare and order via detailed tables - something their previous provider could no longer handle effectively.
  
  
• No ERP Integration
  Stock levels, order data, and accounts had to be managed manually, increasing the risk of errors and slowing down fulfilment.
  
  
• High Operational Overhead
  Time-consuming admin tasks were pulling staff away from high-value work and customer support.
  
  
• Customer Experience at Risk
  Trade buyers expect clarity, precision, and speed. The inability to offer product filtering, comparison, and intuitive UX was starting to impact satisfaction.

Solutions

Symphony worked closely with the Good Hand team to modernise and streamline operations without sacrificing the technical complexity their customers rely on.

Key improvements included:

• Advanced Variant Management & Table View Design
  Products are now displayed in a highly usable, trade-friendly table format - making it easy for customers to filter, compare, and order complex components with precision.
  
  
• Seamless ERP Integration
  A direct, seamless connection to Good Hand’s ERP means stock, order, and account data is synchronised in real time - eliminating duplication and manual entry.
  
  
• Modern, Intuitive Ecommerce Design
  The refreshed site elevates brand perception and makes ordering faster and easier, on desktop or mobile.
  
  
• Operational Automation
  Routine admin tasks are now handled automatically, freeing the team to focus on customer service and strategic growth.
  
  
• Scalable, Future-Ready Infrastructure
  The platform can flex and adapt to new sales channels, product lines, or growth plans as needed.

Outcomes

• Despite shifting requirements midway through the project, the new Symphony Commerce site was delivered in just 75 days - on time, on brief, and with transformational results.

  • ERP-integrated order management
  • Streamlined product presentation and ordering
  • Reduced manual workload
  • Modern design that reflects their technical expertise
  • A long-overdue upgrade of ecommerce platforms

   

  Good Hand now has the infrastructure and digital agility to grow confidently - and deliver the technical ecommerce experience their customers expect.