Hanover Direct Transforms Its Business from Mail-Order Company to Modern Multi-Channel Retailer on NetSuite

Hanover Direct

"NetSuite is a great platform that's helping us accelerate our transformation from a mail-order company to multi-channel retail operations."
Hanover Direct

Company at a Glance

Location:
Weehawken, NJ
Industry:
Retail, Home Furnishings
Applications Replaced:
Infor/Lawson ERP for financials, legacy mainframe ERP for inventory and order management, homegrown legacy CRM

Solutions

NetSuite
NetSuite OneWorld
NetSuite Manufacturing
Financials
Inventory Management
Order Management
CRM

Customer Success:

  • Hanover Direct has accelerated its business transformation from mail-order catalog company to multi-channel retailer with NetSuite's integrated cloud solution for financials, inventory and order management, manufacturing, and CRM.
  • Bedding and home furnishings retailer now has a single, integrated system to support sales, order management and operations across ecommerce, stores, and call center channels.
  • Hanover Direct has drastically reduced IT cost and complexity by eliminating a "black hole" of Infor/Lawson ERP for financials, legacy mainframe ERP for inventory and order management, and homegrown legacy CRM.
  • Scaled back its data center from 95 pieces of equipment down to 25 while eliminating costly maintenance and troubleshooting of "green screen" legacy ERP.
  • NetSuite has given Hanover Direct breakthrough real-time visibility into sales orders across channels, inventory and customer information for informed business decisions.
  • NetSuite OneWorld enables seamless management and financial reporting across The Company Store, Company Kids, Scandia Home and Undergear brands.
  • Tight integration between NetSuite and Demandware-based ecommerce storefronts streamlines order and inventory management and automates financials.
  • With NetSuite, Hanover Direct is fulfilling orders as they arrive with same-day shipping compared to once-a-day batch processing with its previous system.
  • NetSuite CRM gives about 140 call center agents a unified, real-time view of customer interactions across all touchpoints to improve service.
  • NetSuite streamlines procure-to-pay processes across more than 4,700 suppliers and supports a flexible drop-ship model.
  • NetSuite Manufacturing Edition replaced an Infor Fourth Shift application at Hanover's American Down and Textile production facility in Wisconsin.

Challenges:

  • 102-year-old retailer lacked flexibility to adapt to new demands of omnichannel shoppers and optimize its complex global supply chain.
  • Dozens of point-to-point integrations were difficult and costly to maintain, slowed business processes and could not support business transparency.
  • Legacy mainframe applications and 60-server data center introduced delays and high costs for IT resources.

Solution:

  • Hanover Direct selected NetSuite as a unified, integrated cloud solution for strategic IT modernization aligned with the emerging needs of the business.
  • SuiteCloud development platform and connectivity solution from certified NetSuite partners enables integration between NetSuite and four branded ecommerce storefronts.
  • Planned implementation of NetSuite Demand Planning expected to give Hanover Direct better visibility and control over inventory and help guide production.
  • Planned implementation of NetSuite Retail POS to integrate retail stores into our unified platform.