SYDNEY, Sept. 1, 2015 /PRNewswire/ -- NetSuite Inc.
(NYSE: N), the industry's leading provider of cloud-based
financials / ERP and omnichannel commerce software suites, today
announced that CartridgesDirect, one of Australia's largest online providers of
genuine printer, copier and print cartridges, has selected NetSuite
SuiteCommerce to capitalise on the flexibility and superior
features the cloud commerce platform offers to improve customer
engagement and streamline operational efficiencies.
CartridgesDirect plans to replace Magento Enterprise web platform
with NetSuite SuiteCommerce to run its entire online business from
one unified cloud commerce platform, including ecommerce, web
storefront, shipping, inventory management, order management,
financials, CRM and HR. This can enable CartridgesDirect to
transform its B2C and B2B ecommerce, warehouse, support desk and
internal business operations.
Since launching in June 2006,
CartridgesDirect has grown to be one of Australia's largest and most trusted sources
of genuine printer, copier and fax cartridges. The online retailer
has offices in Australia, as well
as in Hong Kong supplying to the
local market. CartridgesDirect plans on expanding into New Zealand later this year and the U.K. in
late 2016. In addition to expanding into new markets, the company
is focused on evolving its catalogue beyond cartridges into
printers and accessories, which will require drop ship products
direct from suppliers to end-customers to avoid keeping inventory
for these new products in its warehouse.
CartridgesDirect prides itself on its customer and delivery
services, but was restricted by the lack of a single, real-time
view of its customers due to data being held in three disparate,
on-premise software solutions - Magento for ecommerce, ExactTarget
for digital marketing and Microsoft Dynamics NAV for ERP. It also
was prohibitive from both a cost and ongoing maintenance
perspective. To move forward and continually improve the customer
experience, it turned to NetSuite to provide a single, integrated
commerce platform. While the initial deployment of NetSuite
SuiteCommerce is planned to be in Australia only, it also plans to bring
Hong Kong onto the platform in the
near future, as well as subsequent markets it expands into.
"Loyalty and customer retention has always been key to our
business success and we are acutely aware that if we don't continue
to excel in this, it will be hard to maintain in a very competitive
market," said Simon Williams,
managing director of CartridgesDirect. "The way we operated in the
past was inefficient as there were too many different databases we
needed to extract customer information from. Moving forward, we
plan to integrate all of our core processes within NetSuite, which
can give our employees access to the valuable real-time customer
data and history they need to ensure they perform their jobs
effectively and deliver a seamless customer experience."
Why NetSuite?
CartridgesDirect was initially looking for a stand alone CRM
solution and while investigating SugarCRM the retailer was pointed
towards NetSuite, which uncovered the broad range of features and
benefits the NetSuite SuiteCommerce platform has to offer. The
online retailer has been an existing NetSuite customer since early
2015, when it replaced Microsoft Dynamics NAV with NetSuite
OneWorld business management platform to better manage its
financials and other core back-end business operations.
As CartridgesDirect looks to focus more on the B2B market, it
needed a cloud-based commerce platform to future proof the business
and drive a superior customer experience. NetSuite SuiteCommerce
can provide Cartridges Direct with the following key features and
benefits:
- Single customer view – NetSuite can enable
CartridgesDirect to capture interactions and transactions across
its online and support centre operations into a single customer
record to improve sales and service, provide personalised
experiences and support target marketing.
- Self-service account management – NetSuite SuiteCommerce
can enable Cartridges Direct to offer a self-service capability to
customers to log into an account, monitor their own credit limits
and access credit memos, invoices and quotes, which can free up the
customer service team and increase customer satisfaction. Nearly
all customer service calls the company currently receives are tax
invoice and consignment tracking enquiries. This new functionality
can be huge driving force for CartridgesDirect to push more into
the B2B market.
- Anywhere, anytime access – One of the main drivers for
CartridgesDirect to turn to the NetSuite cloud was the ability to
access its commerce platform from anywhere in the world using a web
browser or mobile device, which supports its employees travelling
overseas or on the road. Previously, they could only access this
information using remote desktop.
- Real-time reporting – Using multiple, disparate systems
with laborious, manual data management meant that Cartridges Direct
was operating blind for a long time. NetSuite SuiteCommerce can
ensure data integrity and provide real-time dashboards and
reporting across all integrated business processes. This can
provide CartridgesDirect with value-added insights and allow the
retailer to rapidly identify issues, trends and opportunities to
make more informed business decisions, react a lot faster to
customer requests and maintain market leadership.
- Superior order and inventory management – NetSuite
SuiteCommerce can enable CartridgesDirect to more efficiently
manage inventory and fulfilment. The retailer will be able to
catalogue and populate a lot more products with greater ease. It
currently has 7,500 SKUs, which will rapidly expand to around
20,000 SKUs in the next six months. CartridgesDirect's previous
system could not handle catalogue expansion, particularly
indexing.
- Leveraging NetSuite's partner ecosystem and SuiteCloud
development platform – CartridgesDirect also plans to take
advantage of SuiteApps built on NetSuite's SuiteCloud platform by
SuiteCloud Developer Network (SDN) partners – Infinet Cloud for
payroll, Australia Post for shipping and OzLink Mobile Pro for
warehouse management – to complement its deployment of NetSuite
SuiteCommerce.
"Real-time reporting is a critical NetSuite function for us that
can help ensure we are running profitably at all times, as well as
having up-to-date website pricing information and stock alerts,"
added Mr Williams. "Before, we often ran with stockouts and found
that customers were buying at one price, but if the inventory
wasn't synced correctly, we were sometimes selling at the wrong
price making it a very expensive process for us. We expect this
process will be far more efficient and streamlined for us with
NetSuite."
According to Mark Troselj, vice president and general manager
for ANZ at NetSuite: "For online retail businesses like
CartridgesDirect, achieving customer-centric commerce means
reorienting a business from its traditional focus on sales channels
to designing a business around customers. To remain viable and
relevant, retailers must redefine their approach to effectively and
seamlessly engage consumers across multiple channels. Done right,
it drives sales and customer loyalty, while also maximising the
lifetime value of customer relationships."
Today, more than 24,000 companies and subsidiaries depend on
NetSuite to run complex, mission-critical business processes
globally in the cloud. Since its inception in 1998, NetSuite has
established itself as the leading provider of enterprise-ready
cloud business management suites of enterprise resource planning
(ERP), customer relationship management (CRM), and ecommerce
applications for businesses of all sizes. Many FORTUNE 100
companies rely on NetSuite to accelerate innovation and business
transformation. NetSuite continues its success in delivering the
best cloud business management suites to businesses around the
world, enabling them to lower IT costs significantly while
increasing productivity, as the global adoption of the cloud
accelerates.
About SuiteCommerce
NetSuite SuiteCommerce enables B2C and B2B merchants,
manufacturers and distributors to seamlessly connect every step of
a multi-channel, multi-location business—from ecommerce, POS and
order management to merchandising, marketing, inventory, financials
and customer support. Featuring an advanced web store that allows
the creation of uniquely branded and personalised shopping
experiences optimised for multiple devices, SuiteCommerce empowers
businesses to run across multiple touch points—web,
brick-and-mortar stores, mobile—all from a single, unified
cloud-based commerce platform that provides unprecedented
visibility into your business and customers. Please visit
www.suitecommerce.com.au for more information.
For more information about NetSuite please visit
www.netsuite.com.au.
Follow NetSuite's Cloud blog, NetSuite's Facebook page and
@NetSuiteAPAC Twitter handle for real-time updates.
NOTE: NetSuite and the NetSuite logo are service marks of
NetSuite Inc. Third-party trademarks mentioned are the property of
their respective owners.
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SOURCE NetSuite Inc.