NetSuite’s SuiteCommerce Success

Out of more than 12,000 companies and subsidiaries that depend on NetSuite to run their critical business processes in the cloud, about 2,800 customers use NetSuite for running their e-commerce Web sites. More than 10 years ago the vendor introduced an e-commerce offering, which has recently evolved into a commerce-as-a-service (CaaS) offering. For the post-iPad and Facebook world it has been redesigned to deliver the type of device-agnostic commerce expected of ever-more demanding consumers. As the core of NetSuite's CaaS approach, SuiteCommerce enables businesses to manage interactions with other businesses and with consumers via a cloud platform that delivers an enhanced customer experience through multiple touchpoints (including personal computers [PCs], bricks-and-mortar stores, tablets, social platforms, and smartphones), directly on the core NetSuite enterprise resource planning (ERP)/customer relationship management (CRM) business management suite.

This latest technology overcomes the limitations and complexity of first-generation e-commerce systems to deliver new efficiencies for merchants and a better experience for customers. For example, SuiteCommerce Order Management enables commerce transactions regardless of touchpoint or currency. The SuiteCommerce Order Management System (OMS) offers billing capabilities such as payment capture, refunds, invoiced billing, usage-based, and recurring billing to support any type of desired customer interaction for business-to-business (B2B) and business-to-consumer (B2C) environments. In addition, SuiteCommerce OMS provides a rules-based workflow technology to manage the life cycle of a transaction—order-to-fulfillment-to-payment and capture-to-repurchase. The offering reduces fraudulent orders and the amount of time spent reviewing them by providing intelligent review and exception capabilities that will raise red flags and place a hold on orders.

SuiteCommerce also provides back-office technology such as warehouse management capabilities, including bin and lot tracking, a pick/pack/ship fulfillment process, support for multiple warehouse locations, and the intelligence to select the appropriate warehouse based on an organization's business logic. The product is natively integrated with UPS, FedEx, and USPS to generate real-time rates, print shipping labels, and automatically send package tracking information to shoppers. Last but not least, all of these capabilities are delivered with the multi-currency and multi-tax support required to deliver seamless global commerce.

As a recent example, Ibex Outdoor Clothing, a producer of merino wool clothing designed for outdoor use, runs on NetSuite SuiteCommerce to support its growth plans while providing a consistent user experience across multiple customer touchpoints, including B2B, B2C e-commerce, and in-store retail. The commerce solution has helped Ibex streamline operations by integrating order processing with critical business processes from fulfillment to financials, sales, and customer service. The apparel producer can also grow multichannel sales with real-time visibility of all customer transactions and interactions across any sales channel, international market, and business model.

Traditionally, companies have had to implement a back-office ERP system and a custom-built Web storefront, and integration between the two is typically cumbersome. SuiteCommerce is not as powerful as Oracle ATG or RedPrairie Commerce Suite (formerly an Escalate product), but it is able to deliver some more sophisticated capabilities, such as click-to-chat and a recommendations scenario engine, via partners. In any case, in the midmarket, one would be hard pressed to find tightly integrated ERP and multichannel e-commerce capabilities, especially in the cloud.

TEC Report (Oct 2012): NetSuite Espouses a Hybrid Cloud in Its Two-tier ERP Approach
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