NetSuite SuiteCommerce Helps Online Veterinary Retailer Grow by 120 Percent

Vet-N-Pet Direct

"Before we deployed NetSuite SuiteCommerce, we had zero visibility into our business and were essentially flying blind—NetSuite has given us the ability to think, analyse and plan like a large retailer, without the need to purchase and manage expensive IT infrastructure." Vet-N-Pet Direct

Company at a Glance

Location:
Queensland, Australia
Industry:
Retail, Ecommerce
Applications Replaced:
MYOB and X-Cart

Solutions

NetSuite
NetSuite SuiteCommerce

Customer Success:

  • Supported 120 percent growth in profitability and 50 percent increase in order volumes.
  • Transformed financial, ecommerce, inventory management, CRM, marketing and shipping capabilities, without the need to employ a single IT headcount.
  • NetSuite's Inventory Management System has enabled a move from 3,300 SKUs in 2009 to 9,500 SKUs in 2013, significantly alleviating warehousing pressure.
  • Ability to trace an order to its precise location in the supply chain in real-time has improved customer service, accelerating both response times and customer satisfaction.
  • Vet-N-Pet Direct now has a scalable, complete business management system in place to drive regional and international omnichannel expansion.

Challenges:

  • Rapid expansion outpaced previous manual and inadequate small business systems.
  • Limited visibility and insight into business performance.
  • Inefficient inventory management capabilities leading to bottle-necks, stock supply issues and customer dissatisfaction.
  • Dealing with multiple courier companies via fax and email was time consuming and error prone.
  • Poor visibility into order management made it difficult to track customer orders or resolve dispatch problems.
  • IT systems were inadequate to support ecommerce plans and growth.
  • Inability to track and segment customer behaviour to drive effective marketing campaigns.

Solution:

  • NetSuite SuiteCommerce replaced X-Cart, MYOB and Excel spreadsheets to streamline its end-to-end business operations, including B2B and B2C sales, ecommerce, financials, order management, inventory management, fulfilment, customer relationship management, marketing and third-party shipping partnerships.
  • NetSuite's inventory management automates stock levels and re-order quantities to alleviate warehousing inefficiencies.
  • NetSuite's Order Management supports multiple billing options and effectively manages the lifecycle of a transaction.
  • Comprehensive omnichannel solution ensures seamless and streamlined ecommerce experience across B2B, B2C and call-centre retail touch points.
  • NetSuite's cloud-based business management solution provides a scalable and flexible backbone for Vet-N-Pet Direct's future growth.