NetSuite Omnichannel Focused for Optimal Performance - ERP Cloud Blog
 
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Ken Jacobsen, The TM Group

NetSuite Omnichannel Focused for Optimal Performance


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Many businesses look for new solutions to serve customers from multiple platforms. As orders pour in from sales calls, physical stores and e-commerce, companies have to find ERP and CRM solutions to unify business data and provide a consistent customer experience.

NetSuite focuses on omnichannel solutions to meet its clients' demands. Diginomica reported the company outperformed expectations in Q2 of 2015, earning $6 million more than analysts predicted. Zach Nelson, NetSuite CEO, credited the improved performance to the business's commitment to omnichannel solutions.

"The investment we have made in SuiteCommerce has not only put us ahead on paper in the market for omnichannel solutions but has also done so in reality, as we become the market leader enabling omnichannel, omnibusiness model, and omnicurrency commerce around the globe." Nelson told Diginomica.

NetSuite added 400 customers in Q2. The omnichannel focus has played especially well in the retail sector, with bookings from the retail industry growing 200 percent compared to 2014.

Recent developments
NetSuite's commitment to omnichannel performance isn't just talk. Consistent upgrades and adaptations to accommodate data pouring in from multiple business platforms support the base software.

In June 2015, NetSuite acquired Bronto Software, Retail Info Systems News reported. Bronto Software offers cloud-deployed marketing automation. It is used by many companies - including Armani and Timex - to manage cross-channel marketing campaigns. In 2015, Bronto ranked as the No. 1 one email marketing provider by Retailer 1000.

The acquisition by NetSuite lets customers use top-performing marketing services throughout their digital channels. Bronto Software's CEO, Joe Colopy, stated his company's technology works in conjunction with NetSuite's e-Commerce platform to facilitate uniform customer engagements and consistent loyalty to brands.

Retailers seeking new solutions
One of the retailers using a centralized NetSuite omnichannel platform for improved performance is Billabong, a surf-centric clothing store. IT News said the company adopted the new technology to improve dwindling performance.

Billabong recently suffered declining sales. In 2013, the company announced it was looking for digital solutions and planned to restructure the company to provide customers with a consistent level of service. Before the NetSuite implementation, Billabong utilized a number of disparate platforms across its global locations. The company employed three different ERP systems and relied on separate email and warehouse data silos.

The company plans to use NetSuite to centralize all processes and ensure every branch of its business operates with the same data. Each time an employee interacts with a customer, that staff member has access to a complete customer profile. In-store workers and warehouse employees utilize the same solutions, so consumers receive real-time inventory information and can order products with their preferred mobile device.

Store transactions and e-Commerce shopping data work together so a customer can expect the same quality of service no matter how they choose to interact with the business.

How to use NetSuite solutions
As companies add new channels to their business infrastructure, they have a habit of patching solutions as they go. This means each platform performs on its own and communication between different departments must be hastily assembled. While a hodgepodge of solutions leads to redundancies, wasted resources and mistakes, unifying multiple disparate channels can seem daunting.

NetSuite shared some ERP and CRM implementation tips with Retail Wire. The company suggested most businesses operate in the cloud. Offsite processing provides for better daily functionality in a big data world. Cloud-deployed services offer companies the processing power and storage capabilities needed to host a unified infrastructure and analyze procedures as the company adopts them.

New NetSuite solutions, powered by the latest technology, allow companies to move to the cloud using a platform specifically designed for omnichannel performance. If a company sells products or hosts customer service through more than one channel, it should look for a software partner that works with NetSuite.

by The TM Group

 

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