During the annual NetSuite customer and partner conference this week, CEO Zach Nelson shared a number of announcements during an opening keynote. Speaking to the 6,500+ attendees, Nelson noted new partnerships across retail, manufacturing, wholesale, software and advertising/publishing industries.
Cleaner’s Supply, Inc. has selected NetSuite SuiteCommerce to improve business management, marketing and commerce strategies. Cleaner’s Supply operates B2B and B2C businesses, which include a call center and two e-Commerce sites: www.cleanersupply.com and www.wawak.com. The B2B Cleaner’s Supply operation sells dry cleaning supplies in North America; and the Wawak business sells tailoring and sewing supplies to businesses and consumers.
“NetSuite is unique in offering integrated e-Commerce and CRM that can give us new insights into customer interactions over our web sites and call center for better service, targeting and promotions,” said Joseph Dunne, President of Cleaner’s Supply. “We’ll be able to tie our call center sales reps into e-Commerce, and rather than having content and pictures in multiple places, be it the back-end, catalog or the web site, we want the web site to be our single repository. Additionally, our agents can experience exactly what our web customers are every minute of every day, telling us how we can improve that overall customer experience.”
“Mobile support was a primary driver in our decision,” Dunne said. “If a customer is frustrated with your site, they’re gone and you never hear from them again. Delivering a superior experience from the beginning and gaining a single customer view are huge for us. NetSuite gives us the capabilities we need.”
Williams-Sonoma Achieves Global Success With NetSuite
During the event, Rob Bogan, VP of International Systems for Williams-Sonoma, talked about the retailer’s global expansion and its partnership with NetSuite. The $4.4 billion brand began its foray into the UK and Australia in 2013, which included new stores and web sites. By using NetSuite’s “Retail in the cloud” solutions, Williams-Sonoma was able to avoid building out “a huge IT team,” Bogan explained.
Because Bogan and his team made the decision to add the e-Commerce sites late in the process, they kicked off the project using the more basic NetSuite SiteBuilder product. A total of four sites were launched in less than 100 days at the time. In 2014, the retailer is rolling out updated sites with SuiteCommerce Advance.
Bogan also shared lessons learned from the international expansion. In one example, Williams-Sonoma stocked children’s backpacks in the Australia stores before learning that Australian children receive free backpacks for school.
Following the success of these two international launches, Williams-Sonoma is looking at additional countries as well as adding functionality and features to the current sites as needed.
Group FMG And Pod1 Become NetSuite Agency Partners
Digital creative agency Group FMG and its subsidiary, Pod1, are partnering with NetSuite to work with SuiteCommerce.
Group FMG and Pod1 are part of the NetSuite Commerce Agency Program, an alliance of digital agencies leveraging SuiteCommerce and the full NetSuite cloud offering. With the platform, Group FMG and Pod1 will rely less on traditional e-Commerce solutions while helping its roster of retail clients, which includes Lord & Taylor, Sears, Staples, UNIQLO and Walgreens.
Dilip Keshu, CEO of Group FMG, noted: “The rapidly changing commerce landscape, rising customer expectations and the convergence of business models demand that companies take a deeper look at their infrastructure if they want to deliver a truly seamless omnichannel experience integrated with ERP, OMS and CRM systems with one book of record.”
During the conference, NetSuite also unveiled a new user interface (UI) designed to create a more consistent experience for users of the company’s cloud business management platform. The new UI will be included in NetSuite’s 2014.2 release, which is scheduled for Q3 2014.