Case Studies

The eComplete Difference: Operators, Not Observers

Where traditional consultancies deliver slides and reports, we delivered change. As embedded operators, we owned delivery: hiring the team, designing the model, and restructuring spend. Our dual capability in strategic due diligence and hands-on execution is what enabled sustainable transformation.

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From Over-Spending to Full Digital Control: A Multi-Year Transformation in Automotive eCommerce

A leading UK-listed automotive retailer engaged us to lead a complete transformation of its digital function. Despite £1bn+ turnover and national brand awareness, the business was struggling to compete with more agile, digital-native disruptors. Their online performance was hindered by excessive paid media spend, agency dependency, limited internal expertise, and a fragmented operating model.

They needed more than a media fix, they needed structural change.

Phase 1: Commercial Diagnostics & Media Deep Dive

We began with a Commercial Due Diligence process focused on paid search and paid social. Through blackout testing and channel-level audits, we identified over £1.5 million in wasted annual media spend. Incrementality was unclear, targeting was misaligned, and brand-heavy bidding masked poor prospecting performance.

Our audit uncovered:

  • Agency-led inefficiencies and brand bidding inflation
  • Lack of creative testing and performance accountability
  • Fragmented reporting and no CAC benchmarking

Phase 2: In-Housing & Capability Build

We led a complete in-housing roadmap to rebuild capability from the ground up. Over 15 key hires were made across performance marketing, CRM, analytics, SEO, product, and UX.

We delivered:

  • A new internal digital team built from scratch
  • Agile sprint cycles, clear ownership models, and reporting cadences
  • Governance frameworks for attribution, forecasting, and creative planning
  • A cross-functional operating model linking product, data, and media

Phase 3: Operational Transition & Media Ownership

We transitioned all paid media execution in-house. Campaigns were restructured, targeting frameworks overhauled, and creative testing embedded into monthly cycles. Budget was shifted from underperforming remarketing to efficient prospecting strategies.

Outcomes included:

  • +£1.5m in annual savings (media + agency fees)
  • Improved media ROI and funnel conversion
  • Fully autonomous, in-house digital operation
  • Strategic agility to compete with digital-first peers
The eComplete Difference: Operators, Not Observers

Where traditional consultancies deliver slides and reports, we delivered change. As embedded operators, we owned delivery: hiring the team, designing the model, and restructuring spend. Our dual capability in strategic due diligence and hands-on execution is what enabled sustainable transformation.