Overview
The Avios Shop is an online portal where customers can spend accrued loyalty points on Apple products. Built as a headless solution integrated with BigCommerce for IAG Loyalty Retail (IAGLR), Leighton initially developed the shop as a proof of concept before moving it through to soft launch - at this stage, the platform was processing around 50 orders per day.
With ambitious growth plans, IAGLR needed to ensure the shop's order fulfilment processes could scale to meet projected demand of more than 2,000 daily orders. They also planned to expand the store's product portfolio, introducing additional brands and integrating with multiple third-party logistics providers (3PLs). This meant order fulfilment would become significantly more complex, with individual orders potentially split across several brands and routed to different 3PLs for delivery.
The legacy order management processes in place for other shops in the group were not fit for the Avios Shop's potential scale. Order data was pulled from BigCommerce in half-hourly batches, creating delays, causing reliance on manual intervention and preventing real-time visibility into stock and fulfilment. This also left IAGLR heavily dependent on 3PLs for updates, limiting their ability to control the customer experience.
With plans to onboard additional brands and products to the shop imminently, and launch additional eCommerce stores into the IAGLR group using Avios Shop as the blueprint, adding further demands on the system, IAGLR required a modern order management system (OMS) capable of replacing manual batch-driven processes with real-time, event-driven order handling, scaling seamless to support rapid growth in order volumes, and providing end-to-end visilibty of orders while reducing reliance on third parties and ensuring resiliene.
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