Home Decor Brand Graham & Brown Boosts Operational Efficiency and Growth with BigCommerce

Rhea-AI Summary

BigCommerce (Nasdaq: BIGC) announced significant success in its partnership with Graham & Brown, a leading UK wallcoverings company. The home décor brand launched a B2B ecommerce site on BigCommerce's platform in January 2025, achieving rapid adoption with 90% of key accounts embracing the new digital channel.

The platform was expanded to Ireland and Europe by March 2025, supporting multi-currency transactions in GBP, USD, EUR, AUD, and NZD. Key features include a Quick Order tool, real-time credit balance visibility, and innovative print-to-order wallpaper mural creation tools. The implementation has significantly improved operational efficiency, reducing customer service calls and streamlining the sales process.

Positive

• 90% adoption rate among key accounts within first few months
• Rapid international expansion to Ireland and Europe
• Multi-currency support across 5 major currencies
• Significant reduction in customer service calls and sales team workload
• Implementation completed in just 12 weeks

Negative

• None.

Insights

Enterprise SaaS Analyst

BigCommerce showcases B2B success with Graham & Brown, highlighting strong customer adoption and operational efficiencies that support BIGC's growth strategy.

This case study represents an important proof point for BigCommerce's strategic push into the B2B ecommerce market. The rapid implementation timeline (just 12 weeks) and high adoption rate (90% of key accounts) demonstrate the platform's technical maturity and market fit.

What's particularly notable is Graham & Brown's quick international expansion. Launching first in the UK and rapidly extending to Ireland and broader European markets within months shows BigCommerce's scalability for global commerce operations with multi-currency support across five major currencies.

The operational efficiency gains are compelling. By shifting routine transactions online, Graham & Brown reduced inbound customer service calls and eliminated the typical Monday order backlog for their sales team. This validates BigCommerce's value proposition of reducing operational costs while improving customer experience.

The implementation of industry-specific features like batch number specifications for wallpaper color consistency and custom mural creation tools demonstrates BigCommerce's flexibility for vertical-specific requirements. This suggests the platform can effectively serve niche B2B markets with specialized needs.

From an investment perspective, this case study reinforces BigCommerce's ability to execute on its B2B strategy, which represents a significant growth vector as more traditional industries embrace digital transformation. The quick implementation timeline suggests a potentially shorter sales cycle and faster revenue recognition compared to enterprise software peers.

After previous success with its BigCommerce B2C site, Graham & Brown launched a B2B site for distribution of products in the UK and across Europe

AUSTIN, Texas and LONDON, July 07, 2025 (GLOBE NEWSWIRE) -- BigCommerce (Nasdaq: BIGC), a leading provider of open, composable commerce solutions for B2C and B2B brands, retailers, manufacturers and distributors, today announced that Graham & Brown, a leading UK wallcoverings and home décor company, has achieved measurable improvements in customer experience, revenue growth, operational efficiency and digital maturity since launching its B2B ecommerce site on BigCommerce.

In an industry traditionally driven by human touchpoints and manual processes, Graham & Brown recognised a fundamental shift in buyer expectations to increasingly demand the convenience and efficiency of digital self-service. Working with BigCommerce, Graham & Brown built a B2B ecommerce site to improve the buyer experience and its own business operations.

Achieving revenue growth and market expansion

This transformation moved quickly from concept to delivery. Within just 12 weeks, Graham & Brown launched a fully functioning B2B ecommerce site in January 2025. Adoption was rapid with 90% of key accounts having embraced the new digital channel, in the first few months, underlying the demand for a more efficient, customer-centric buying experience.

Building on this early success, Graham & Brown rapidly expanded the platform beyond the UK, launching in Ireland and the broader European market by March. Designed from the outset with global scale in mind, the platform supports multi-currency transactions in GBP, USD, EUR, AUD, and NZD.

Enhancing customer experience

Central to Graham & Brown’s digital transformation was a focus on delivering a better customer experience. By engaging real customers in the build process, Graham & Brown gained direct insights into day-to-day user needs, enabling the development of features specifically tailored to the B2B buyer. BigCommerce allowed Graham & Brown to streamline the buyer experience, including a Quick Order tool for frequent, high-volume purchases, real-time visibility into credit balances and industry-specific functionality such as specifying batch numbers for wallpaper orders to ensure exact colour consistency.

Another standout innovation was the launch of bespoke print-to-order wallpaper mural creation tools for B2B customers. This innovative feature allows trade clients to input custom dimensions and crop and zoom onto the design, to create a bespoke feature wall mural.

“BigCommerce’s platform has been incredibly successful at delivering and achieving our digital goals from the onset,” said Mike Berry, head of ecommerce at Graham & Brown. “Not only has the platform elevated our customers’ journey by creating a more tailored and personalised experience, but it has also significantly eased the burden on our sales team.”

Realising operational efficiencies

The benefits of the new platform have been felt strongly inside the organisation. By shifting routine transactions and inquiries online, Graham & Brown has achieved significant operational efficiencies. The customer service team experienced a reduction in inbound calls, as common questions about stock, pricing and order status were answered by the website’s self-service tools. Likewise, the sales team has seen the typical Monday morning backlog of orders and emails decline.

“We’re thrilled that Graham & Brown’s B2B website is delivering a tailored, elevated digital experience that meets the unique needs of the home furnishings industry,” said Lance Owide, general manager of B2B at BigCommerce. “Graham & Brown had a vision to use ecommerce to drive operational efficiency, and to power the company’s global growth ambitions, and the results so far have achieved this while staying true to the core values of the brand.”

To learn more about BigCommerce B2B Edition, click here.

About BigCommerce

BigCommerce (Nasdaq: BIGC) is a leading open SaaS and composable ecommerce platform that empowers brands, retailers, manufacturers and distributors of all sizes to build, innovate and grow their businesses online. BigCommerce provides its customers sophisticated professional-grade functionality, customisation and performance with simplicity and ease-of-use. Tens of thousands of B2C and B2B companies across 150 countries and numerous industries rely on BigCommerce, including Coldwater Creek, Harvey Nichols, King Arthur Baking Co., MKM Building Supplies, United Aqua Group and Uplift Desk. For more information, please visit www.bigcommerce.com or follow us on X and LinkedIn.

BigCommerce® is a registered trademark of BigCommerce Pty. Ltd. Third-party trademarks and service marks are the property of their respective owners.

Media Contact:
Brad Hem
pr@bigcommerce.com 

FAQ

What improvements has Graham & Brown seen since implementing BigCommerce's B2B platform?

Graham & Brown has achieved 90% adoption rate among key accounts, reduced customer service calls, streamlined sales processes, and expanded internationally to Ireland and Europe with multi-currency support.

How long did it take BigCommerce to implement Graham & Brown's B2B ecommerce platform?

BigCommerce implemented Graham & Brown's fully functioning B2B ecommerce site in just 12 weeks, launching in January 2025.

What new features does Graham & Brown's BigCommerce B2B platform offer?

The platform offers a Quick Order tool, real-time credit balance visibility, batch number specification for wallpaper orders, and custom print-to-order wallpaper mural creation tools.

How has BigCommerce (BIGC) improved Graham & Brown's operational efficiency?

The platform has reduced inbound customer service calls, decreased Monday morning order backlogs, and streamlined routine transactions through self-service tools.

What currencies does Graham & Brown's new B2B platform support?

The platform supports transactions in five currencies: GBP, USD, EUR, AUD, and NZD.