Oracle NetSuite Corporate Communications
Senior Director, Global Communications
RST Brands, PetShop.co.uk and International Wine Accessories grow revenue and build brand loyalty with omnichannel commerce cloud platform
SAN MATEO, Calif.—June 7, 2016—NetSuite Inc. (NYSE: N), the industry's leading provider of cloud-based financials / ERP and omnichannel commerce software suites, today announced that a number of leading merchants continue to utilise NetSuite and Bronto solutions to streamline their business, deliver continuous customer engagements and drive revenue. As a result, these brands have increased their email open rates by up to 100 percent, increased click-through rates by up to 20 percent and have increased email-driven revenue by up to 60 percent.
NetSuite and Bronto continue to be preferred solutions for omnichannel, cloud commerce and marketing automation. Most recently, Bronto earned the number one position among email marketing providers within the Internet Retailer (IR) Top 1000 for the third consecutive year.
Merchants replace siloed point solutions with NetSuite’s unified, omnichannel commerce platform to provide a single source of truth for customer, order and inventory information. Armed with that information, merchants can then use Bronto to deliver effective, data-driven interactions throughout the customer lifecycle with functionality such as its Pop-up Manager for capturing initial engagement, Predictor for recommendations and Cart Recovery to help increase sales. Shoppers get great brand experiences and reward merchants with their loyalty and repeat purchases.
“Even the savviest shoppers only occasionally visit their favourite stores and websites. Between visits, brands must keep customers engaged, creating experiences that result in transactions,” NetSuite’s General Manager of Commerce Products Andy Lloyd said. “The NetSuite/Bronto solution delivers relevant, accurate, timely and consistent experiences on any device throughout the customer lifecycle.”
RST Brands, PetShop.co.uk and International Wine Accessories use the winning combination of NetSuite and Bronto to deliver amazing brand experiences, while realizing significant benefits to their businesses.
RST Brands designs, manufactures and sells home and lifestyle décor, and outdoor and indoor furniture, via an omnichannel commerce model including B2B and B2C channels. The Utah-based business is the largest supplier of outdoor furniture to Costco and has experienced triple-digit growth since replacing its legacy financial software in 2011 with NetSuite’s cloud-based platform for ERP, CRM, ecommerce and order, inventory and warehouse management. RST Brands sells direct to consumers over rstbrands.com and flowwall.com, with both ecommerce sites running on NetSuite SuiteCommerce. With NetSuite’s centralised order management, RST enables a lean team to process more than 80,000 orders per year from its webstore and through Amazon and major retailers, including Home Depot and Costco.
In 2015, RST implemented Bronto’s commerce marketing automation solution, eliminating the manual process of transferring email addresses captured online into a spreadsheet. New subscriber information now moves directly into automated workflows, which generate emails customised to different groups—consumers, designers or builders. RST can easily segment customers by order details, order size and region to deliver relevant messaging and promotions. Customers who purchase from a retailer of RST products can register their warranties online with RST to receive personalised emails promoting accessories and replacement items associated with their original purchase.
Since RST switched to Bronto, email open rates have increased by 12 percent, click through rates are up 30 percent and email-driven revenue has increased 60 percent.
“With Bronto and NetSuite, we can better understand our customers,” RST Brands Ecommerce Manager Matt Grimm says. “We are able to see patterns, understand who hasn’t purchased from us and determine how to convert them into customers.”
PetShop.co.UK is a rapidly growing, UK-based online dog and cat food, beds, medicines and accessories retailer that needed to overhaul its business systems to continue its growth. The company replaced its legacy financial software with NetSuite cloud ERP. For ecommerce, the company replaced its Big Commerce solution with SuiteCommerce and replaced Infusionsoft with Bronto for marketing automation. By consolidating multiple, disparate systems and automating manual work in the supply chain, the company increased efficiencies, reduced errors, improved customer service and fostered continued growth. With NetSuite, PetShop.co.uk has gained access to multiple data points, including customer retention rates, subscription sign-up and drop-off figures, and sales growth by brand, which is crucial planning information to better understand its customers and grow its business.
The company’s SuiteCommerce webstore provides the flexibility to easily tailor the website design and experience instead of enduring restrictive, vendor-provided templates. With responsive design, the site supports the company’s growing customer base that purchase from multiple devices, while a one-click, check-out process has streamlined the path to purchase. PetShop.co.uk also offers its unique “BottomlessBowl” subscription dog and cat food service. From their online account, pet owners use self-service features in SuiteCommerce to manage the frequency and quantity of automatic shipments of pet food and supplies as well as information on their pets including its birthday, a photo and health data.
With Bronto, the online retailer now uses the data captured from its site to deliver dynamic email marketing engagements specific to a customer’s purchase history, and type and age of their of pet. In just 90 days, email open rates have doubled, conversion rates from email offers have soared to 13 percent and email marketing has generated more than a third of its website revenue. In addition, Bronto-based email engagements have increased annual revenue.
“Our business will grow with our solution,” founder Adam Taylor said. “We’ve shifted focus from managing systems to maximising revenue and offering our customers the very best Pet Parent customer experience.”
International Wine Accessories (IWA) manufactures and sells wine cellars and racks, state-of-the-art cooling systems and unique wine accessories. Since 2009, the company has increased its revenue 300 percent by replacing its legacy financial software with NetSuite for ERP, CRM, inventory and order management, and its ecommerce needs. IWA reduced its average order processing times from 20 minutes to 20 seconds, and has gained real-time control and insight into inventory to speed fulfilment and reduce costs.
In 2014, the company upgraded to SuiteCommerce to support its omnichannel commerce strategy, creating a webstore to support its B2B and B2C business. The site provides an online experience with rich, item content and images, faceted search, custom wine glass personalization and also a learning Centre with product comparisons and buying guides. The mobile-friendly website has increased conversion by 70 percent for desktop users and 17 percent for mobile users. Business users get robust, self-service functionality, such as password-protected account access, payment terms and tiered pricing based on each customer’s profile, order history, and unique shipping methods that are exclusively available to business accounts.
Most recently, IWA replaced its Constant Contact email marketing system with Bronto to deliver relevant, accurate and timely digital engagements. The company can easily segment customers based on a number of attributes in NetSuite, including last products purchased, and performs A/B tests for both design and messaging. With email lists automatically imported from NetSuite, IWA saves about 15 minutes per email sent. In addition, IWA’s open rates have improved by 15 percent, click-through rates have improved 20 percent and email-driven revenue has doubled since IWA started using Bronto.
“We went from black and white to technicolor with NetSuite and Bronto,” IWA president, Ben Argov said. “Instead of taking two steps forward, we’ve advanced two miles in the same amount of time. We’re absolutely more effective with our messaging and our customers are responding with increased revenue per email.”
Today, more than 30,000 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 cloud-based financials/enterprise resource planning (ERP) and omnichannel commerce software applications for businesses of all sizes. Many FORTUNE 100 companies rely on NetSuite to accelerate innovation and business transformation. NetSuite continues its success in delivering the best cloud business management software to businesses around the world, enabling them to lower IT costs significantly while increasing productivity, as the global adoption of the cloud accelerates.
For more information about NetSuite, please visit www.netsuite.com.au.
NOTE: NetSuite and the NetSuite logo are service marks of NetSuite Inc. Bronto is a registered service mark of Bronto Software Inc. Third-party trademarks mentioned are the property of their respective owners.