NetSuite OMX rejuvenates Juvenon with Replenishment Order Management


Juvenon

Company

Juvenon

Location

Incline Village, Nev.

Industry

Retail

Applications Replaced

Outsourced service by third-party fulfillment house

Solutions

NetSuite OMX


"NetSuite gives us total control over how and when orders are processed. It's very transparent and the scalability to peak order demands is a huge advantage." Juvenon

Customer Success

  • Leading nutritional supplements company has transformed its order management efficiency and effectiveness with NetSuite OMX.
  • Juvenon has improved speed and precision in fulfilling direct-to-consumer orders placed via its ecommerce website, call center and direct mail.
  • Transparency into order status and issues enables Juvenon to better monitor the business and swiftly resolve any problems, boosting customer satisfaction.
  • Business and operational personnel have new control over order management compared to previous processes outsourced to a third-party fulfillment house.
  • NetSuite OMX support for recurring orders is highly valuable for Juvenon’s continuity programs, used by about half of its customer base.
  • Flexibility for recurring subscription programs enables Juvenon to offer customers self-service across a wide range of replenishment schedules and products.
  • Seamless integration with Magento ecommerce storefront with automated order management workflows saves substantial manual work and minimizes risk of error.
  • NetSuite OMX enables Juvenon to scale to large order spikes, with up to 20,000 orders a week in January as many customers commit to health and exercise regimens.
  • Juvenon has significantly simplified its return processing, saving manual work and delivering a better customer experience.
  • NetSuite OMX CRM gives call center agents a single view of customer information and transactions to quickly resolve issues and promote sales.

Challenges

  • Juvenon lacked direct control over order management by outsourcing the service to a third-party fulfillment house.
  • Time lags and limited capabilities for continuity programs undercut order management effectiveness.

Solution

  • NetSuite OMX offered an ideal combination of functionality and value compared to other solutions considered, including Mail Order Manager, Zoho and Salesforce.com.
  • Going live in 2012, the cloud-based NetSuite OMX SaaS solution spared Juvenon the cost and complexity of installing on-premise systems.

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