Apparel Retailers Streamline Mission-Critical Processes and Deliver Personalised, High-Touch Customer Service with NetSuite's Unified Cloud Platform
NRF 2015 and SAN MATEO, Calif.—January 12, 2015—NetSuite Inc. (NYSE: N), the industry's leading provider of cloud-based financials / ERP and omnichannel commerce software suites, today announced that two fast-growing fashion and apparel retailers—Journelle, a seller of high-end lingerie and loungewear, and Alton Lane, a maker of men's custom-tailored clothing, have deployed NetSuite to run their core retail business processes from order management, inventory management, financials, supplier purchasing and customer relationship management (CRM) to marketing—all from within one unified cloud-based business management platform. The modernization efforts taken by these two retailers enabled both companies to replace a mix of disparate software applications that hamper business efficiency, visibility, growth and the ability to deliver the shopping experiences today's customers expect. Upgrading to NetSuite has resulted in streamlined operations, efficient processes and real-time visibility into their business performance and customers, while reducing IT costs and overhead. Further, these retailers are now able to deliver engaging, personalised and seamless omnichannel shopping experiences to their customers.
"NetSuite has provided us with the flexible foundation and tools necessary to stay ahead and focus on making sure we are consistently delivering the exceptional, high-touch customer experiences that delight our customers and meet our strategic vision," said Journelle founder and CEO Claire Chambers. "We're growing rapidly, and I credit NetSuite for supporting a lot of that growth. We don't spend a lot of time thinking about whether or not something can be done in NetSuite, instead, we think about how we can make it happen."
"NetSuite's unified platform serves as our single record of the truth and has helped us to deliver a highly personalised customer experience to our customers," said Justin Stevens, Alton Lane Director of Domestic Operations. "Being able to connect all customer, order, inventory and financial information has given us a more holistic view of the business down to the smallest details. This level of visibility was just not possible with our previous systems."
Journelle and Alton Lane, founded in 2007 and 2009 respectively, each launched their businesses with QuickBooks and other point solutions to address key business processes. Following rapid growth, each company needed a more scalable solution that could accommodate growing order volumes while supplying visibility into customer interactions. Gaining that visibility enables the personalised customer attention across all of the touchpoints that are central to each retailer's business strategy.
With NetSuite's single unified business management platform, both Journelle and Alton Lane have continued their rapid growth and are confident in their ability to scale their businesses across new channels, locations, products and customers. For both Journelle and Alton Lane, NetSuite is instrumental in enabling high-touch clienteling with exceptional attention to detail that drives long-term customer loyalty and business growth. Here are their success stories:
Journelle (www.journelle.com), since going live on NetSuite in 2011, has grown its revenue and expanded its presence across Manhattan and also launched a mobile, pop-up showroom in a vintage, refurbished Airstream RV. Seamless CRM, inventory management and order processing, powered by NetSuite, are helping Journelle to fulfil its strategic vision to become the premier lingerie store for the modern woman by providing customers with the specialised, expert assistance that drives return business and customer loyalty. To achieve this, NetSuite provides store associates with a 360-degree view of the entire customer lifecycle with real-time access to the CRM data captured within NetSuite from across all sales channels. This real-time access to personalised customer data, such as measurements, preferences and past purchases helps to nurture long-term loyalty that enables the company to better meet customer needs through its in-store, online and call centre channels.
NetSuite inventory management also provides Journelle with real-time control and transparency into the stock levels of its 20,000 SKUs across all of its locations. This insight allows Journelle to maximise its inventory by providing customers with buy anywhere, pick-up anywhere and return anywhere convenience along with the ability to save lost sales through endless aisle capabilities where customers can place orders for out of stock items from within the store and have it fulfiled from available inventory in another location.
Alton Lane (www.altonlane.com) headquartered in New York City, currently has seven physical showrooms from coast to coast, along with a mobile showroom within an Airstream RV and plans to open more locations across the country in 2015. Since replacing various point solutions, including QuickBooks and Salesforce.com with NetSuite in June 2014, Alton Lane has dramatically improved its insights and control over its business processes, such as CRM, financials, inventory and order management, and is now able to deliver the highly personalised customer experiences that just weren't possible before with its fragmented systems. With NetSuite CRM, Alton Lane's customer experience team is able to collect customer data at every touch point and make it accessible across the entire Organisation. This real-time visibility enables Alton Lane to provide the advanced level of service required to manage the highly customised orders and guide customers through the in-person experience of designing their own custom-made clothing and also help to simplify repeat orders.
Alton Lane is also finding that NetSuite's scalable cloud platform has given it the flexibility to quickly launch new showrooms in as little as 40 days, compared to more than a year needed with its first original showrooms where it had to install multiple, disparate systems. NetSuite is also used in sourcing premium cottons, wools and cashmere from elite suppliers in Europe and elsewhere, and to manage custom production at overseas manufacturers.
Experience NetSuite's Cloud-Based Retail Solution at NRF 2015
Retailers attending the NRF Big Show this week can experience NetSuite's cloud-based retail solution firsthand at booth #4209. During the conference, NetSuite executives will also be giving several 15-minute presentations titled "Customer Commerce: Build Your Business Around Your Customers, Not Channels," highlighting what it takes to design a customer-centric business and deliver a seamless omnichannel experience. Presentation dates and times can be found at www.netsuite-nrf.com.
Today, more than 20,000 companies and subsidiaries depend on NetSuite to run complex, mission-critical business processes globally in the cloud. Since its inception in 1998, NetSuite has established itself as the leading provider of enterprise-class cloud financials/ERP, CRM and omnichannel suites for mid-sized organisations, large enterprises and divisions of large enterprises seeking to upgrade their antiquated client/server ERP and other systems. NetSuite continues its success in delivering the best cloud ERP/financials suites to businesses around the world, enabling them to lower IT costs significantly while increasing productivity, as the global adoption of the cloud is accelerating.
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