Case Study
How Jade Global Improved NetSuite Backoffice Operations for One of the Most Profitable Online Outdoor Gear Retailers in US
Download Case StudyIndustry: Retail
About the Client
The client is an online retailer for recreational equipment and gear. The company was born from a love of gear and a passion for exploring the mountains. You’ll find the highest-performance outdoor gear as well as clothing and expert-level gear knowledge. It is camping, trail running, mountain biking, alpine and Nordic skiing, mountaineering, backpacking and more—all under one roof.
IT Landscape
- Online Retail Commerce powered by custom order orchestrator
- Backoffice System – NetSuite
- Logistics and Supply Chain – SPsCommerce, NetSuite
- Avalara Tax
- Ecommerce Integrations B2B – Amazon, north face etc.
- AWS infrastructure to support Ecommerce Platform
Business Requirements
An online retailer operating in multiple cities with diverse product and logistics needs approached Jade Global for NetSuite support. The company was facing challenges managing the inventory and shipments from various fulfillment centers. In addition, their current NetSuite implementation was facing issues with inventory management between the suppliers, warehouse management to maintain costs and planning for surge during peak seasons, complex supply chain issues, delays in customer fulfillment leading to loss in business and payment process not tightly integrated with various sources such as Gift card, PayPal, Stripe, and other online means. Overall day to day support operations were not efficient. They also required extensive development work to enhance the overall functionality of their system.
Business Challenges
Change management to handle business growth between traditional sell using client owned gears as well as supplier provided B2B sales item
Item costing was not standardized, and actual to standard cost deviation was causing cost accounting challenges
Dropship functionality was not implemented, leading to delays in shipment and increase in inventory handling cost
The Solution
Jade Global provided a comprehensive solution to handle all operations which includes an end to end solution that encompasses both, business process and support structure for their NetSuite ecosystem, order management and inventory. Jade Global provided improvements to their current business processes, as well as provide ongoing support and code enhancements to help keep your commerce business running smoothly.
- Provided advisory for streamlining the business process related to operations – Inventory, Dropship, Order Management
- Recommendation for best of breed tools to handle Inventory management, Order Management, Payment integrations along with tight integration
- Created an overall support program structure to handle three streams of work – Advisory, On going Improvement and Development work, 16x5 Support for all enterprise applications
Benefits
- Improved Inventory operations that helped reduce the deficit in cost accounting measurement owing to difference in standard and actual costs
- Month end closing process improved from 9 days to 3 days, due to a substantially improved support structure and business processes to handle payment reconciliations
- Strong Retail business process advisories, including implementation of the Dropship function improved the overall customer satisfaction and loyalty