New Commerce Platform Improves Customer Experience

CartridgesDirect, based in Australia, prides itself on customer service, but needed a single, real-time view of its customers to support its goals. It consolidated three separate systems into one with NetSuite to serve its online customers for printer and copier cartridge sales, gaining inventory and pricing accuracy, real-time reporting, pricing and stock alerts. Customers can now access their accounts online, saving time and improving satisfaction.


CartridgesDirect

Company

CartridgesDirect

Location

Melbourne, Australia

Industry

Retail

Revenue

$5 million

Employees

6

Number of COUNTRIES

2

OTHER SOLUTIONS CONSIDERED

SugarCRM

IMPLEMENTATION PARTNER

NetSuite Professional Services

SYSTEM REPLACED

ExactTarget; Magento and Microsoft Dynamics NAV

NetSuite Products Implemented

Netsuite ERP
NetSuite SuiteCommerce Advanced
Advanced Inventory

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“We plan to integrate all of our core processes within NetSuite, which can give our employees access to the valuable real-time customer data and history they need.” Simon Williams, Managing Director


Integration and increasing orders
CartridgesDirect uses NetSuite to support about 150 orders per day, serving both B2B and B2C markets. The company deployed ERP and CRM to support its growing business, and uses the SuiteCloud Developer Network to integrate with partners for payroll, shipping and warehouse management.
Consolidation and real savings
CartridgesDirect’s ecommerce, ERP and digital marketing systems were preventing it from serving customers and growing the business. Since implementing NetSuite, CartridgesDirect has seen significant savings including more than $7,000 alone on the middleware it used to connect the three databases.
Global Growth and Product Leaps
CartridgesDirect plans expansion into markets beyond Australia and Hong Kong, moving into New Zealand and the UK in 2016. As it adds products and rolls out drop shipping, CartridgesDirect anticipates a threefold increase in SKUs in the next year—something the old system couldn’t have handled.

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