Kitchenware Direct Increases Sales 917% in Four Years With NetSuite's Integrated Web and Mobile Shopfront

"We were growing so fast that we needed an integrated solution and NetSuite was the only ERP system in the Australian market that could integrate all the different functions we needed and give us a seamless process from order completion to dispatch. We definitely made the right decision to go with NetSuite."

—Kitchenware Direct

Results:

In its first 12 months with NetSuite, Kitchenware Direct saw a threefold increase in sales to a $5M turnover, and continued growing at 50% per year for next three years to become Australia's largest pure play kitchenware retailer
The company's optimized mobile site paid for itself in the first week, and has helped increase smartphone conversions by 5 times
The company is saving $150,000 per year over the cost of running a non-integrated ecommerce solution that would require separate integration to financials, inventory, order management and CRM
Kitchenware Direct saved approximately $100,000 in direct labour costs with reductions in manual data processing
NetSuite's end-to-end integration supports full visibility of 6,000 different stock-keeping units, so the company can dispatch most orders within 24 hours
NetSuite's inventory reporting has helped the Kitchenware Direct increase gross margins by 4%
NetSuite has helped reduce the error rate on order fulfillment from 2% to 0.2%
Kitchenware Direct now has highly flexible and reliable CRM, inventory tracking, sales management, accounting and order fulfillment across multiple e-commerce brands—all without IT support staff

Challenges:

Poorly integrated, off-the-shelf systems hindered efficiency and growth, while requiring costly full-time IT support
Lack of IT integration made it difficult to launch and maintain multiple websites with separate branding
Manual back-end order processing and financials formultiple standalone e-commerce brands increased risk of errors in dispatching customer orders
Conversions rates for mobile devices were low, even though mobile devices accounted for a sizeable 15%of Kitchenware Direct's overall traffic

Solution:

NetSuite's integrated cloud-based solution was the only ERP system that satisfied all of Kitchenware Direct's requirements
NetSuite's multi-site features enable cost-effective and rapid rollout of separately branded sites
NetSuite supports its e-commerce, CRM, inventory and accounting requirements
Kitchenware Direct worked with NetSuite and its partner Suite Commerce, to create an optimised mobile site fully integrated to its existing NetSuite system
NetSuite's cloud-based system with infinite expansion capabilities supports Kitchenware Direct's growth