ESET Increases Ecommerce Revenues Tenfold With NetSuite

ESET LLC

"We have been able to customize NetSuite to meet most of our needs, faster and at a lower price than we would have with any other system." ESET LLC

Company at a Glance

Location:
San Diego, CA and Bratislava
Industry:
Computer Software
Applications Replaced:
QuickBooks, Outlook/Exchange, third-party webstore

Solutions

NetSuite

Customer Success:

  • Increased monthly E-store orders from 4,000 to 30,000 in 4 years with NetSuite Ecommerce.
  • Ecommerce sales revenue increased 10-fold since adopting NetSuite.
  • Managing over 1,000 customer support contacts daily with reduced error rate and greater efficiency, slowing growth of support staff even as volumes grow.
  • Tightened anti-fraud controls, leading to reduction in chargebacks by a factor of 8.

Challenges:

  • Business multiplied annually, outgrowing constraints of small-office software.
  • Previous solutions offered no unified view of customer records, leading to mishandled inquiries.
  • Former shopping cart lacked sophisticated activity and abandonment analysis.
  • ESET needed enterprise-grade infrastructure without adding IT staff.
  • Wanted highly flexible solution without typical high ERP costs.

Solution:

  • 200 NetSuite users for Financials, CRM and Ecommerce—all integrated, providing timely insight to month-end P/L, avoiding point solutions.
  • Customer support, lead gen, and sales routing all automated in NetSuite.
  • Partners and resellers access NetSuite through Customer Center.
  • Promotional codes and referral program via NetSuite Web services.