Ibex Transactions Soar 82% and IT Costs Plunge $150,000 with NetSuite's Omnichannel Retail Solution

Ibex

"NetSuite is our backbone. The scalability of NetSuite has been tremendous and a huge help in enabling us to reach our growth levels."
Ibex

Company at a Glance

Location:
White River Junction, Vt.
Industry:
Ecommerce Retail
Applications Replaced:
Sage MAS 200, custom-built webstore

Solutions

NetSuite
Inventory and Order Management
NetSuite SuiteCommerce
NetSuite POS

Customer Success:

  • Retailer of merino wool outdoor clothing has seen transaction volumes soar 82% with NetSuite's omnichannel retail and ERP solution.
  • Ibex revenue is up 37% since upgrading from Sage MAS 200 to NetSuite's single platform with ecommerce, point of sale (POS) and ERP.
  • Ibex is saving about $150,000 a year in IT costs compared to the disparate on-premise systems that NetSuite replaced.
  • Warehouse efficiency has leapt 300% with NetSuite for inventory management and the OzLINK Mobile fulfilment solution, without adding personnel.
  • Wholesale order processing time has been cut from three hours to 10 minutes, while Ibex is saving five hours a day in consumer order processing.
  • With NetSuite SuiteCommerce, online shopping conversion is up 20%, with a 24% increase in customer visits and 16% reduction in the single-page bounce rate.
  • Website visitors from smartphones and tablets have an optimized online experience with responsive design built into SuiteCommerce.
  • NetSuite POS at Ibex stores in Boston and Seattle provides a 360-degree view of the customer and enterprise-wide inventory visibility.
  • An omnichannel customer view across ecommerce and POS positions Ibex to drive customer loyalty and revenue with personalized marketing.
  • Ibex has added more than 100 new retail partners, reaching more than 500 across North America.
  • Managers can generate ad hoc financial reports in minutes; before, it would take between two hours and two days, depending on the report.
  • Store and headquarters managers can see all retail inventory in real time, compared to the 24-hour lag with the previous system: this improves inventory forecasting and makes it easier for online customers to pick up merchandise in stores.

Challenges:

  • Limited business software and manual order processing slowed fulfilment times and degraded visibility across the business.
  • Lack of integration between custom-built website and Sage ERP resulted in time-consuming and error-prone manual data re-entry.
  • The company wanted a substantial IT upgrade, but needed the new software to be operational in time for the busy fall season.

Solution:

  • NetSuite rollout took just over three months in 2011, compared to an estimated six to 12 months for in-house servers and software.
  • Ibex gained integrated enterprise capabilities without the high capital expense and lengthy implementation time of on-premise systems.
  • Ibex uses OzLINK Mobile from NetSuite partner Oz Development to help accelerate pick, pack and ship times and fulfilment.