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UDO BÄR relies on synaigy again for the application support of its e-commerce platform

From building the commerce platform to a comeback in support. Why UDO BÄR GmbH once again trusts synaigy for the further development of their e-commerce platform based on Intershop, Storyblok, and FactFinder, and what other retailers can learn from this change of service provider.

Project brief

  • Industry
    An empty, modern office with desks, chairs, partitions, and large windows letting in daylight.
  • Project goal
    Application support (2nd-level support) as well as continuous development and optimization of the e-commerce platform
  • Technologies used
    Intershop (Commerce Platform), Storyblok (Headless CMS), FactFinder (Search); interfaces to Microsoft ERP, PIM, and other third-party systems
  • Project duration
    Original implementation of the platform from 2018 by synaigy; renewed maintenance since early 2026, now ongoing

Application support & further development of UDO BÄR GmbH's e-commerce platform

UDO BÄR GmbH operates an international online shop in five countries with Intershop as a commerce platform and Storyblok as a headless CMS, as well as cross-country OCI shops for their B2B customers. The platform was built around eight years ago by synaigy, who also managed the ongoing support after the go-live. Subsequently, another service provider took over the system's maintenance.

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synaigy knows our systems and processes like no other partner. The combination of Intershop and Storyblok expertise, short communication paths, and a well-coordinated team convinced us to restart the collaboration, and the new beginning has confirmed our expectations.
Alex BlömekeHead of E-Commerce, UDO BÄR GmbH

Initial situation

Five country shops, one platform: UDO BÄR's B2B online shop

The previous good cooperation with synaigy motivated UDO BÄR to renew the partnership. At the same time, requirements in international B2B commerce continuously increased. Topics such as personalization, guided selling, and search optimization with FactFinder were on the agenda but did not progress. UDO BÄR therefore decided to re-tender the application support.

Complex system landscape: Requirements for the new support partner

  • Complex system landscape with interfaces to Microsoft ERP, PIM, and other third-party systems

  • Five country shops on a common architecture, so that each change has an international impact

  • Seamless transition of the system from another service provider without interrupting ongoing operations

  • Backlog of optimization and development topics has grown

Why synaigy: Intershop and Storyblok expertise first-hand

In the tender, synaigy impressed with the rare combination of deep product know-how, system knowledge, and personal empathy firsthand. As a long-standing Intershop Platinum Partner and Storyblok Platinum Partner with a Storyblok MVP in the team, synaigy brings exactly the technological profile that the platform requires. In addition, there is wholesale competence from comparable projects and familiarity with UDO BÄR's systems and processes from previous collaboration.

The solution: Application support & further development from a single source

The re-entry took place through a structured, approximately 14-day onboarding with a kick-off workshop for goal alignment, the joint prioritization of the backlog, an audit of the existing system environment, the creation of the development environment, as well as alignment of deployment and ticket processes. Since then, a dedicated, interdisciplinary synaigy team has been managing the platform. It combines Intershop and front-end development, UI/UX, and data & analytics, while a permanent project coordinator acts as the central point of contact.

The collaboration itself is also agile and transparent. Task management is done via Jira, documentation in Confluence, supplemented by weekly agreements, a joint Teams channel, and a steering meeting every six weeks to assess progress and service quality.

Overview of services

Seamless takeover

Seamless takeover of application support from an external service provider including system audit

Management of interfaces

Management of interfaces to Microsoft ERP, PIM, and other peripheral systems

Further development

Further development along the roadmap in the areas of personalization, guided selling, and search optimization with FactFinder

Results: Stable operation and a clear roadmap for the e-commerce platform

Even though the renewed cooperation is still in its early stages, the added value of the partner change is already clear, both in daily collaboration and in the perspective for further development of the platform.

  • Once again a partner who knows the platform from the ground up. Instead of long training periods, synaigy delivers fast and reliable assessments from the start, short communication paths, and direct communication included.

  • Plannable capacities and a permanent project coordinator as a central point of contact turn reactive ticket processing into proactive, jointly prioritized development

  • Detailed planning of UDO BÄR's provided roadmap for future topics such as personalization, guided selling, and search optimization with FactFinder, ensuring that the platform remains technologically up-to-date and scalable internationally

Learnings: What retailers can take away from the change of service provider

The most important takeaway from this project is that system knowledge and partnership-based collaboration pay off in the long term. While a change of service provider may seem attractive on paper, in the ongoing e-commerce operation, continuity, accustomed processes, and genuine platform know-how determine stability and development speed. If this knowledge is lost, it not only costs time and budget but also slows down the topics that make the difference in competition.

For UDO BÄR, the comeback of synaigy means more than smooth support. The e-commerce platform is being further developed again by the team that knows its architecture from the ground up and understands the requirements of international B2B wholesale. On this basis, future topics such as personalization and guided selling can not only be planned but also consistently implemented across all five country shops.

In the end, it shows for both sides that trust, which has grown over the years, cannot be tendered. But it can win a tender.

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