For Customer Relationship Management and Omnichannel Commerce

NetSuite’s unified platform delivers a seamless business-to-business and consumer omnichannel customer experience

San Jose, Calif.August 22, 2014—NetSuite Inc., a provider of cloud-based financials/enterprise resource planning (ERP) and omnichannel software suites, announced that Cleaner’s Supply, Inc., a large distributor of dry cleaning supplies in North America, selected NetSuite SuiteCommerce to manage and streamline its core business processes and operations across multiple channels, including a call center of 46 sales representatives, as well as business-to-business (B2B) and business-to-consumer (B2C) e-commerce sites, including, which sells dry cleaning supplies to approximately 85 percent of the dry cleaners in North America, and, which sells tailoring and sewing supplies to the Fortune 1000, government and education organizations, small to medium businesses (SMBs), as well as the home professional and hobbyist.

Cleaner’s Supply also plans to rely on NetSuite for sales force automation, customer support, customer service and marketing automation. All these mission-critical business processes can be streamlined within NetSuite’s one unified omnichannel commerce platform. This modernization effort can allow the company to gain a real-time, 360-degree customer view, deliver a seamless omnichannel customer experience globally, and improve sales effectiveness.

The Conklin, N.Y.-based company realized that its old commerce system couldn’t support the company’s growth. After evaluating several options during the software selection process, the company selected NetSuite SuiteCommerce for the following features and benefits it was looking for in an integrated platform: 

  • Optimal functionality and speed of implementation. NetSuite SuiteCommerce can meet the company’s omnichannel commerce and customer relationship management (CRM) needs with one integrated solution, while other options were more expensive, and required longer implementation and integration time.
  • Single-platform e-commerce flexibility. NetSuite gives Cleaner’s Supply a single platform for call center, and B2C and B2B business with flexibility to extend across the 50 countries in which it does business, including Canada, Australia, Israel, Dubai, countries in the European Union and many  others, with capabilities for geo-specific and multi-lingual sites.
  • Flexible design capabilities and engaging experiences. NetSuite SuiteCommerce gives the company features such as complete design flexibility, faceted search and navigation, advanced product imagery, searchandizing and dynamic merchandising.
  • Mobile support. Built-in responsive web design capabilities automatically serve up content in the most appropriate layout for the customer’s device. With its previous system, about half of customers clicking through on a Cleaner’s Supply promotional email did so from a mobile device, but quickly bounced because the legacy site couldn’t optimize the experience on smartphones and tablets.
  • B2B-specific functionality. NetSuite SuiteCommerce supports B2B-specific functionality such as invoice billing, credit limits, bulk ordering, customer-specific and quantity-based pricing, and purchase-to-pay to enable transactions among business buyers.
  • One, integrated platform to support B2B and B2C. Cleaner’s Supply can meet growing B2B customer expectations for a rich, intuitive buying experience on par with B2C e-commerce sites—all from one, integrated commerce platform.
  • New cross-sell and promotional opportunities. NetSuite offers the company new capabilities to target personalized offers to customers based on purchase history, interests and anticipated replenishment needs through both e-commerce and call center channels, and retarget shoppers abandoning shopping carts.  

“NetSuite is unique in offering integrated ecommerce and CRM that can give us new insights into customer interactions over our websites and call center for better service, targeting and promotions,” said Joseph Dunne, president of Cleaner’s Supply. “We’ll be able to tie our call center sales reps into e-commerce, and rather than having content and pictures in multiple places, be it the back-end, catalog or the website, we want the website to be our single repository. Additionally, our agents can experience exactly what our web customers are every minute of every day, telling us how we can improve that overall customer experience.”  

“Mobile support was a primary driver in our decision,” Dunne said. “If a customer is frustrated with your site, they’re gone and you never hear from them again. Delivering a superior experience from the beginning and gaining a single customer view are huge for us.”

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