The Business Needs

Resolving the Frustrations of an Underperforming IT Support Partner.

As customer numbers grew and the volume of orders rose to thousands, Lladró required continuous services and a fantastic user experience more than ever. With the consumer expectations of immediacy and a hyper-competitive market, Lladró was under the gun in several respects:

They were not satisfied with their existing IT support provider who was not performing their duties and were not meeting their ad-hoc requirements.
The team was repeatedly spending time trying to deal with their current maintenance company’s issues.
Requests were not being met in time, resulting in a backlog of pending requests, and issues.
There were many delays in bug fixes and enhancements, affecting productivity.

They already had their own setup and Lladró was not satisfied with it. They required a strategic IT support partner who was as committed to application support as they were to continually enhancing their stores and who was willing to be more than a vendor that completes their tickets.

The Lladró team was looking for more than support. They required a managed services provider to help them expand their reach and minimize the friction they faced with the growth of their eCommerce platform and its ongoing availability, development and improvement.

The client’s existing IT incumbent was underperforming to resolve their ad-hoc requirements and challenges.The client spent too much time managing their ongoing conflicts between existing IT support and maintenance service providers.

About Our Client

A Spanish brand is known for its eye-catchy and irresistible porcelain figurines and sculptures.

Lladró is a Spanish brand established for over 70 years in the design, manufacturing, and distribution of porcelain art creations. From sculptures and home accessories to jewellery and lighting, Lladró is renowned for its contemporary, stylish, and exclusive artistic pieces. The upscale retailer operates across multiple geographic locations, offering luxury handcrafted artwork through its global eCommerce presence, with more than 18,000 products available online and clients served worldwide.

Our Approach

EcomSupport360 readily accepted the project on short notice, knowing that it was due to the urgency of Lladró’s frustrations with their previous provider. From day one we had a number of priorities; first of all we wanted to stabilise things as quickly as possible and clear up the shoreline of immediate problems; secondly, we wanted to create a sustainable long-term support system that would ensure that the same problem situations would not be present again.

We used a “grow the business” approach to our relationship with Lladró, building our approach over time as we became more familiar and trusted with their codebase. This encompassed bug fixes, incremental UI changes, UX improvements and ongoing enhancement work – all under a 24/7 support model that enabled Lladró to tap into offshore resources and significantly cut their website maintenance and support spend.

Team Members

1000+

Man Hours

120

Days

Client Calls

The Solution

How EcomSupport360 Rebuilt Lladró’s IT Support and Maintenance Operations.

We have gone through phases to the engagement, starting with creating a specific support team and delivery structure, and then building up features and continuous optimisation as the partnership evolved.

Phase 1: Offshore Team Setup & Process Establishment

Building the Foundation for Reliable, Round-the-Clock Support.

The first focus was to establish the “right team” and “right process” so that Lladró can finally count on a consistent and predictable turnaround of their requests.

Set up a dedicated offshore team working closely with Lladró’s technical and business stakeholders
Placed an effective technical staff to comprehend the current codebase and started to provide a daily fix of the code with a reasonable quality from the beginning.
Provided day-to-day operational support, application maintenance and regular reporting to ensure that the client was well informed at all times
Created a well-defined delivery process which took all defects and enhancements from QA and UAT to production

Phase 2: Application Maintenance & Enhancement Delivery

Consistent, High-Quality Delivery – Month Over Month.

Having got the foundation established, our team turned to the sustainable delivery: resolving bugs, deploying enhancements, and continually enhancing the user interface and user experience of the website.

Provided significant and minor upgrades and continuing production support services
Had an ad-hoc requirement or fix that needed to be addressed quickly, resolved it in a timely fashion without the delays that Lladró had come to experience,
Implemented UX/UI enhancements throughout the website to make the shopping experience better
Kept working in a cohesive manner throughout the L1, L2 and L3 service delivery teams, and delivered within the client-defined SLAs on a month-on-month basis.

Key Features

Multiple Landing Pages

Reaching new audiences with purpose-built entry points.

Designed dedicated landing pages for campaigns including corporate gifts, flower market promotions, and seasonal collections
Tailored each page to specific audience segments to broaden Lladró’s reach
Helped drive more targeted traffic and improve conversion across campaign-specific channels

Custom Shipping Management

Giving Lladró full control over inventory and delivery logistics.

Built a custom feature to help manage out-of-stock products effectively
Streamlined the shipping strategy to reduce friction in the fulfilment process
Gave the operations team better visibility and control over delivery logistics

Enhanced Chat Support Options

Enhanced Chat Support Options

Enriched Lladró’s existing chat functionality with multiple connection options
Integrated WhatsApp, email, and live online chat into a unified support experience
Made it easier for customers to choose their preferred communication channel

Round-the-Clock Support Model

Reliable coverage that reduces cost without compromising quality.

Delivered offshore, round-the-clock application support and maintenance
Allowed Lladró to significantly reduce their overall website maintenance and support budget
Ensured consistent turnaround on requests regardless of time zone

Structured QA & UAT Delivery Process

No fix or feature goes live without proper validation.

Established a formal delivery pipeline moving every change through QA and UAT before production
Reduced the risk of regressions and post-release issues
Brought structure and predictability to a process that had previously been inconsistent

Final Outcome

Faster Turnaround, Reduced Costs, and a Support Partner Lladró Could Finally Rely On.

All the ad-hoc requirements for Lladró were resolved by EcomSupport360 as they provided the eCommerce website with bug fixes, new enhancements, and continuous improvements – all within clearly defined SLAs. The engagement provided tangible business returns in several areas:

Quicker turnaround: New features, enhancements and bug fixes were introduced much quicker than with the previous provider
Enhanced quality of support services: Regular cooperation between all levels of L1, L2 and L3 support services meant that SLAs were met month on month
Enhanced scalability: EcomSupport360 applied best practices following ITIL standards, giving Lladró a streamlined, flexible and adaptable support system which scaled to meet Lladró’s needs
Early bug and issue resolution: This improved productivity and minimised the expenses of operating the system and its operations.

Metric	Result
Critical Incidents/Tickets	Significantly reduced
Page Load Time	-7.98%
Bounce Rate	-2.70%

The engagement delivered all necessary improvements and bug fixes successfully, providing Lladró with a consistently satisfactory level of maintenance and support, something they had been unable to find with their previous provider.

Lladró: A Renowned Spanish Art Creation Brand