NetSuite Order Management Enables Hanover to Deliver on the Promise of an Omnichannel Customer Experience with a Unified Commerce Solution
Bedding and Home Fashions Retailer Replaces a Host of On-Premise Software with NetSuite to Gain Business Visibility and Speed While Enjoying Drastically Reduced IT Costs
SAN MATEO, Calif.—June 3, 2013—NetSuite Inc. (NYSE: N), the industry's leading provider of cloud-based financials / ERP software suites, today announced that Hanover Direct, a multichannel retailer with four brands offering a range of bedding, home fashions, apparel and more, has transformed its business since going live on a large-scale NetSuite OneWorld implementation to replace multiple, disparate on-premise legacy software systems—Infor/Lawson S3 ERP System for financials application; a heavily customised, 20-year-old legacy mainframe ERP system to handle processes including inventory, order management and customer service; and a home-grown legacy SFA/CRM system. NetSuite provides a single system of record to support Hanover Direct's order management, inventory management, financials / ERP, call centre operations, procurement, manufacturing and expense reporting. The system is tightly integrated with the company's Demandware-built websites.
The company, founded in 1911 and based in Weehawken, N.J., has gained real-time visibility into sales orders across Ecommerce, call centre and mail order channels for its Company Store, Company Kids, Scandia Home and Undergear brands. At the same time, Hanover Direct's move to the NetSuite cloud is enabling it to save money by scaling back its data centre from more than 60 servers to about 15 and avoid costly IT maintenance and trouble shooting of its former "green screen" mainframe-based ERP application. By rolling many of its operations onto the single, integrated NetSuite platform, Hanover Direct is minimising what was a hairball of dozens of point-to-point integrations that were difficult and costly to maintain, slowed business processes and could not support business transparency.
"NetSuite has drastically changed how we run the business," said Jeffrey Rosenholtz, Hanover Direct CIO. "NetSuite enables us to literally guide the business in real-time. We're more proactive and can see inventory fluctuate throughout the day. NetSuite has improved our understanding of our customers and gives everyone in the company, all the way up to our CEO, real-time visibility into sales operations."
With NetSuite's real-time order management, Hanover Direct is able to fulfil orders as they arrive compared to daily batch processing in its old mainframe system that meant many orders weren't processed until the next day. With customer records migrated from the old system to NetSuite, about 140 call centre agents and other personnel have a single 360-degree view of customer activity that improves service levels and ability to respond to issues while positioning Hanover Direct to improve its targeted marketing efforts. NetSuite enables Hanover Direct to monitor the real time performance of online product promotions over both Ecommerce and call centre channels, generating business insights and ongoing optimization not previously possible. A planned implementation of NetSuite Demand Planning is expected to give Hanover Direct better visibility and control over inventory planning and manufacturing of bedding goods at its subsidiary American Down and Textile plant in La Crosse, Wisc., where the NetSuite Manufacturing Edition is currently being rolled out to replace an Infor Fourth Shift application.
NetSuite also streamlines procure-to-pay processes with nearly 5,300 suppliers and supports a drop-ship model leveraging the flexible technology of the NetSuite SuiteCloud development platform. The NetSuite OneWorld global business management solution enables Hanover Direct to seamlessly manage and track financials of its multiple brands under a single parent.
"NetSuite is a great tool that's helping us accelerate our transformation from a mail-order company to multi-channel retail operations," Rosenholtz said. "Everyone is very impressed with the information we're able to access and the advantages we've gained by moving the business to the cloud."
About Hanover Direct
Hanover Direct, Inc. and its business units provide quality, branded merchandise through a portfolio of catalogues and e-commerce platforms to consumers. Hanover Brands, Inc. is comprised of the Company's catalogue and e-commerce website portfolio of home fashions, apparel and gift brands, including The Company Store, Company Kids, Undergear, and Scandia Home. Each brand can be accessed on the Internet individually by name. Information on Hanover Direct, including each of its subsidiaries, can be accessed on the Internet at www.hanoverdirect.com.
About NetSuite OMS
NetSuite's Order Management System (OMS) enables flawless order execution, regardless of where the order originated from or where it will be fulfilled. In addition to standard order management capabilities such as distributed order management, multiple location fulfilment and return merchandise authorization (RMA), NetSuite OMS offers unmatched billing capabilities such as payment capture, refunds, invoiced billing, usage-based, and recurring billing to support any type of desired customer interaction for B2B and B2C environments. In addition, NetSuite OMS provides a robust, rules-based workflow technology to optimise the lifecycle of a transaction—order-to-fulfilment-to-payment capture-to-repurchase. By providing intelligent order scoring, review and exception capabilities, NetSuite's customers are able to reduce fraudulent orders without sacrificing overall order processing efficiency. Beyond order management, NetSuite provides powerful back-office technology such as warehouse management capabilities including bin and lot tracking and support for the pick/pack/ship fulfilment process, support for multiple warehouse locations, and the intelligence to select the appropriate warehouse based on each business' business logic. NetSuite is natively integrated with major and regional carriers—UPS, FedEx and USPS—to generate real-time rates, print shipping labels, and automatically send package tracking information to shoppers. All of these capabilities are delivered with the multi-currency and multi-tax support required to deliver seamless global commerce.
Today, more than 16,000 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 suites for divisions of large enterprises and mid-sized organisations seeking to upgrade their antiquated client/server ERP systems. NetSuite excels at streamlining business operations as demonstrated in a recent Gartner study naming NetSuite as the fastest growing financial management software vendor on a global basis. 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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