Multi‑Channel Plumbing & HVAC Distributor

Unified B2B and B2C Platforms: Adobe Commerce + Epicor ERP + Sales Layer PIM | A trusted regional supplier for plumbing and HVAC contractors, launched an integrated online experience with both trade-focused storefronts and a DIY-branded retail site.

“Harris Digital revitalized both our trade and retail presence in one go. By building separate Adobe Commerce sites for B2B and B2C—with contractor-specific pricing and a user-friendly retail UI—we now offer real-time inventory updates, clean navigation, and checkout features like RMA support. Better yet, thanks to Sales Layer PIM, our product data is cleaner, search works, and customer service issues are down. Our team can execute campaigns with confidence, knowing UX, performance, and search are solid—across both audiences.”

— Ecommerce Director, Multi‑Channel Plumbing & HVAC Distributor

The Challenge

The organization had operated as a 70-year-old wholesale distributor with 12 branches and two distribution hubs, serving contractors via legacy systems and in-person sales. Their objective was to modernize digitally by launching a trade-friendly B2B site and a distinct retail-facing brand without losing data integrity or operational alignment.

Goals included:

  • Enabling both B2B contractor workflows and B2C retail experience
  • Harmonizing PIM, ERP, POS, and shipping integrations
  • Enhancing UX/UI, performance, and search across both platforms
  • Improving product data quality in the PIM system for efficient catalog management

The Harris Digital team conducted a comprehensive audit of the legacy B2B platform and POS-infused branch network. They facilitated stakeholder workshops to capture workflows for contractors and retail users, identified data quality gaps, and defined requirements for dual-storefront design—ensuring both contractor-specific pricing and consumer-friendly site navigation. Mapping included complex pricing rules, credit terms, shipping workflows, and catalog structure for separate audiences.

Discovery Process

The Solution

Technology Stack & Integrations

  • Launched two Adobe Commerce storefronts—one for B2B and one for B2C
  • Connected both with Epicor Eclipse ERP, including on-site POS systems across 12 branches
  • Integrated Sales Layer PIM to standardize product data across platforms, boost search, and maintain catalog quality
  • Utilized SpeedShip by WWE / Eniture for shipping rate optimization
  • Hosted on AWS On-Premise Managed Infrastructure for performance and scalability

Feature Highlights & Differentiators

  • B2B Portal (Contractors): Custom login-based pricing, credit term workflows, high fill-rate catalog (98% availability), POS & ERP synchronization
  • B2C Retail Site: Branded for DIY customers with simplified navigation, return merchandise (RMA) support, and consumer-facing features
  • Robust catalog filtering, improved on-site search, and user-friendly design for both demographics

 

tech stack

 

The Transformation

  • B2B Experience: Contractors now place orders online 24/7, leveraging cached pricing, credit, and real-time product availability rather than calling in. Inventory updates flow seamlessly between ERP, POS, and site.
  • B2C Growth: Homeowners now enjoy clean UI, easy checkout, and return workflows, significantly increasing retail adoption and satisfaction.
  • Operational Efficiency: Product data cleanup via PIM yielded better search, fewer customer service errors, and boosted uptime performance across both sites.
  • Unified Data Integrity: Standardized workflows and integrations now serve both business models without duplicating backend systems.
  • Live trade portal and retail store using same ERP and PIM backend, enabling dual-channel commerce without duplication
  • Smooth, accurate pricing and fulfillment processes for contractors, improving operational consistency
  • Clean, intuitive customer retail site supporting larger geographic reach and DIY engagement
  • A scalable digital platform ready for future enhancements like additional private storefronts, loyalty programs, or expansion into new markets

The transformation brought a legacy distributor into the modern digital age—supporting both B2B and B2C audiences via robust, integrated platforms.

The Outcome

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