Case Study
Brakes
Building a future-ready B2B commerce platform through continuous improvement
Brakes
Situation & Challenge
Since 2018, KPS has been a trusted CX partner to Brakes, a leading UK-based B2B foodservice supplier. Together, we’ve delivered continuous improvements to Brakes’ SAP Commerce platform to support sustainable growth.
By 2024, rising online demand and shifting customer expectations called for greater agility, performance, and personalisation from their platform. Key challenges included infrastructure constraints, increased system loads, and the need for advanced B2B functionality. Brakes also needed to modernise and unify the customer experience across multiple storefronts to boost satisfaction, loyalty, and trust.
Strategic enhancements
The Solution
To meet these goals, a dedicated KPS continuous improvement team worked closely with Brakes to plan and deliver a series of strategic enhancements:
- Front- and back-end optimisation to handle high traffic and ensure business continuity
- Unified login experience across three storefronts, despite differing authentication systems
- Advanced B2B customer features: budget controls, overspending limits, internal order approvals
- Migration to OKTA, improving access security and usability
- Refined promotion logic with improved UX and confirmation messaging for better campaign results
- Depot-level inventory integration via SAP ECC for more accurate ordering
- A new Brakes Catering Equipment storefront launched in just six months, introducing advanced B2B features including guest checkout, unified pricing, dual checkout, and improved delivery options - driving a 50% increase in web traffic, a 35% uplift in revenue, and stronger customer retention.
KPIs
The Outcome
The partnership between KPS and Brakes showcases the value of continuous improvement, deep technical expertise, and a relationship-led delivery culture built on trust and momentum.
By aligning closely with Brakes’ business goals, offering proactive, hands-on support, and exploring implementation options, KPS helped accelerate their digital ambitions.
Key results:
- 42% increase in online engagement - rising from 45% in 2022 to 87% in 2025
- +5 NPS (Net Promoter Score) improvement - equivalent to a 2.5% increase in customer satisfaction
- Greater agility thanks to a dedicated, cross-functional KPS delivery team
- Scalable, resilient architecture delivering personalised B2B experiences
- Enhanced trust and efficiency through improved login, stock, promotions, and purchasing tools
This close collaboration also laid the foundation for ongoing innovation and was recognised with the 2025 UK Digital Excellence Award for "STAND OUT B2B ECOMMERCE WEBSITE OF THE YEAR".
Our business conditions are regularly changing, and KPS Continuous Improvement Service gives us a deep set of benchmarking data that we can reach into whenever we face change or disruption. The KPS team has been a key enabler for our business. There’s no way these changes to our customer experience would have been possible without them.
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