"NetSuite is the core backbone of our business processes from
capturing sales leads through to delivering final accounting."
Hawk Ridge
Customer Success
A leading value-added reseller of 3-D engineering design and manufacturing solutions, Hawk
Ridge Systems runs its general accounting, sales and support business processes on NetSuite.
Since deploying NetSuite in 2007, Hawk Ridge Systems has grown dramatically from a small
business with 30 employees in six offices to a company with around 190 staff in 18 locations
in the U.S. and Canada.
Founded in 1996, Hawk Ridge Systems has grown rapidly and now has more than 26,000 customers
across North America ranging from one-person design shops to large enterprises.
The company tracks all customer case management data within NetSuite and integrates its
NetSuite sales information with its front-end customer service solution from Zendesk.
NetSuite has increased efficiency and enabled the company to handle larger and larger
transaction volumes without having to significantly increase back office headcount.
Hawk Ridge Systems increased invoice processing from 4,200 in 2008 to 7,000 in 2014.
By investing in NetSuite’s sophisticated capabilities, Hawk Ridge Systems has access to the
functionality it needs as it grows. For instance, while unnecessary at deployment, sales
staff that are more frequently on the road are now able to remotely access to the system.
Hawk Ridge Systems is recognised as the #1 Worldwide SolidWorks Reseller for the last 5 out
of 8 years.
Challenges
Hawk Ridge Systems needed a scalable system which could grow with the company and help it
attain its stated goal of doubling the business within three years.
Three previous on-premise systems—GoldMine for CRM, QuoteWerks for sales quotes and
proposals, and QuickBooks for accounting—limited expansion and made synchronising data
across multiple office locations challenging, costly, time consuming and labour-intensive.
Data flow and communications across office locations was limited. For example, limited
visibility into QuickBooks accounting left sales staff without insight into sales orders.
Solution
Hawk Ridge Systems chose NetSuite after an evaluation of on-premise and cloud systems,
including the enterprise version of GoldMine, Sage and Salesforce.com.
NetSuite enables Hawk Ridge Systems staff to access ERP and CRM data in real-time to quickly
and easily confirm information for decision making and future planning.
NetSuite provides consistency across data entry and automated workflows, allowing
information to flows seamlessly and efficiently from quote to order to invoice, eliminating
the need to create invoices manually.
NetSuite’s cloud-based system eliminated the need for costly maintenance of multiple
on-premise systems.
New metrics in place thanks to NetSuite enable the company to track the performance of
individual sales and accounting staff, helping to predict the need for additional headcount
and providing insight into how to improve the flexibility, performance and scalability.
AvaTax from SuiteCloud partner Avalara enables Hawk Ridge Systems to calculate taxes on the
U.S. side of its business while NetSuite calculates taxes on the Canadian operations.
NetSuite’s future-proof capabilities and customisation capabilities enable Hawk Ridge
Systems to expand into reselling 3-D printers into new markets.
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