Weir & Sons, a luxury jewellery retailer, has built a strong reputation over the years for offering international and Irish brands of exceptional quality and excellent service. In May 2024, Natasha Andrews, e-commerce manager at Weir & Sons, approached objectsource to take over the e-commerce website support and maintenance of their site, hosted on Adobe Commerce Cloud. Natasha had first encountered objectsource during an earlier project to integrate Adobe Commerce with a new ERP system, SAP Business One. Although delays in the ERP project prevented much progress, Natasha was impressed by objectsource’s expertise and clarity during that initial engagement.
“When I met Rebecca and the team, they answered fundamental questions our previous developers couldn’t. Objectsource clearly understood our business and provided the confidence we needed to move forward,” Natasha said.
This experience laid the foundation for Natasha’s decision to trust objectsource with the website’s support and development – a move that would ultimately transform their e-commerce capabilities and business outcomes.
Challenge
Weir & Sons faced significant challenges with their previous agency, including inconsistent communication, unclear billing practices and an accumulation of unresolved support tickets. These frustrations were compounded by the agency’s lack of technical expertise, preventing crucial issues from being addressed. As a result, Weir & Sons’ growth potential was hindered, impacting both efficiency and overall sales.
“We lacked clarity on how our money was spent, and investigations frequently yielded inconclusive results. This led to frustration and constant change of requests being made, which were cited as the reason for the agency needing more hours. The main issue was they didn’t seem to understand the coding they had recommended, which is something that the team at objectsource were able to identify straight away,” Natasha said.
The situation was worsened by technical problems stemming from a third-party theme, Hyvä.io. Its incompatibility with Adobe Commerce created ongoing functionality issues, limiting website performance and preventing the business from implementing key improvements.
“I’d attend Adobe Commerce webinars and realise how things should work, but when I tried to replicate that on our system, the functionality and data just wasn’t there due to be blocked by the theme and coding,” Natasha recalled. “It felt like a constant uphill battle.”
These issues were not merely operational inconveniences – they were directly impacting sales, efficiency and team morale. Natasha knew a change was essential.
Solution
When objectsource stepped in, their priority was to thoroughly assess the website and identify both immediate and long-term solutions for effective e-commerce website support and maintenance. Natasha praised the clarity and professionalism they brought to the process. She said: “Handing over to objectsource was straightforward. The team immediately identified what was needed, and the difference was night and day.”
The objectsource team adopted a solution-focused, collaborative approach. Their first major step was to address the issues caused by the Hyvä.io theme. By reverting to Adobe Commerce’s blank theme, they restored out-of-the-box functionality and laid the groundwork for future enhancements. This transition also provided an opportunity to update the website’s design, creating a cleaner, more consistent user-friendly experience that better reflected the brand’s values.
“The objectsource team has been very approachable. It wasn’t just about resolving issues – it was about improving how we worked together. I could call Laszlo, one of the developers, or any member of the team, and they’d have immediate answers: ‘That shouldn’t happen because of X; here’s how we’ll fix it.’ This direct access to expertise was refreshing and made life so much easier. Their clear and honest approach has been invaluable,” Natasha said.
The objectsource team also focused on optimising back-end processes. They implemented solutions to streamline configurable product management, which was a long-standing challenge, and introduced more transparent billing practices.
“There was also a sense of fairness,” Natasha said. “If we didn’t use all our hours in a month, we received a discount, which we’d never experienced before. It felt like a partnership rather than just a transactional relationship. The overall approach was solution-based and collaborative, making the whole experience much more pleasant and productive. Additionally, we have seen a 70% decrease in our average monthly fixed costs since partnering with objectsource, significantly improving our website’s profitability.”
Results
The collaboration between objectsource and Weir & Sons delivered significant, measurable improvements across all aspects of their e-commerce website’s support and maintenance:
- Enhanced website functionality – The switch to Adobe Commerce’s blank theme resolved usability challenges and restored access to vital features, enabling the team to focus on growth.
- Streamlined operations – Improvements in configurable product management saves time and has reduced frustration, making everyday tasks more efficient.
- Improved communication – Transparent billing and clear communication fostered a sense of trust and collaboration between Natasha’s team and objectsource.
- Significant sales growth – For the calendar year 2024, Weir & Sons experienced an 8.47% increase in online sales compared to 2023. Furthermore, January 2025 sales figures are already showing remarkable improvement, with an increase of over 76% compared to the same period in 2024.
“In the first week after the relaunch (with the removal of Hyvä.io), sales were up considerably for the first time. The results speak for themselves,” Natasha said.
A Collaborative Partnership
The partnership between objectsource and Weir & Sons has evolved into an ongoing collaboration focused on continuous improvement of their e-commerce website support and maintenance. As Natasha looks ahead, the focus is on enhancing efficiency and further integrating systems.
Key priorities include:
- Streamlined back-end processes – Integrating SAP more deeply to automate SKU management and reduce manual errors.
- Customer-facing innovations – Introducing features such as repair tracking and enhanced gift card options to improve the user experience.
- Operational optimisation – Revisiting payment providers to ensure processes are as seamless as possible.
Testimonial
“Partnering with objectsource to take over the support and maintenance of our website has been one of our best decisions. The team is not only knowledgeable but incredibly approachable and solution focused. The retainer model provides clear expectations, and their responsiveness allows us to resolve issues quickly and efficiently. Objectsource has become a true partner, continually driving improvements and positioning us for long-term success in e-commerce.”
Natasha Andrews, E-Commerce Manager, Weir & Sons
Reach out today for a no-obligation chat about how our approach to e-commerce website support and maintenance can transform your business growth strategy.