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DIY Home Center sets foundation for growth and customer experience innovation with NetSuite unified cloud commerce platform

Online home improvement distributor sees 16% increase in conversion rate and 6% increase in average order value with new commerce platform

SAN MATEO, Calif.—May 31, 2017—Oracle NetSuite Global Business Unit, one of the world’s leading providers of cloud-based financials / ERP, HR, Professional Services Automation (PSA) and omnichannel commerce software suites, today announced that DIY Home Center, an online distributor of decking products and outdoor furniture, has implemented NetSuite’s unified cloud commerce platform to power its B2C and B2B ecommerce, inventory and order management, CRM and ERP.

Servicing homeowners and professional builders, DIY Home Center has experienced double-digit year over year growth since it launched online in 2004. However, its siloed, legacy systems and applications, including Dynacomp’s MOM, QuickBooks and home-grown product information management (PIM) system and ecommerce website, could no longer support its growth. The company was wasting resources making the technology work together, instead of focusing innovating the customer experience and growing the business.

“We had a lightbulb moment when we realised we could have everything on one unified suite without the hairball of disconnected systems to manage,” said Michael Anderson, President at DIY Home Center. “Now, with a modern ecommerce platform natively part of the solution, we can provide a more visual, intuitive shopping experience.”

DIY Home Center first focused on getting its technology foundation in place. It went live on NetSuite in June 2016 to power its back-end applications, including order and inventory management, CRM and ERP. By consolidating fragmented data into a single source of customer, order and product information, the company was able to make informed, timely business decisions and provide more engaging, relevant customer experiences. The launch of its new ecommerce site powered by SuiteCommerce Advanced followed in November and quickly led to the following results:

  • 6 percent increase in average order value.
  • 16 percent increase in conversion rates.
  • 15 percent increase in average time spent on site.

The new webstore, designed by NetSuite Commerce Agency Partner, Intente, provides a modern and engaging experience. Prior to the new site, only a desktop experience was supported. Now, with a responsive design website, 50 percent of the company’s site visitors are using mobile devices.

To further enrich the online experience and drive engagement, DIY Home Center showcases a wealth of educational product content and improvement tips on its product pages, ranging from videos, blogs and tutorials.

To support its B2B buyers, DIY Home Center developed a Preferred Builder Program. Builders get the same rich online experience that individual shoppers get, but in addition, receive product discounts and enhanced account management capabilities to view invoices, make payments, review past orders and easily reorder products. With these account management activities now online, the company sales reps can focus on offering value-add services to their accounts and building brand loyalty.

DIY Home Center has also gained these other benefits with NetSuite’s unified cloud commerce platform:

Single source of product information. As an omnichannel retailer selling on marketplaces including Amazon, eBay and Walmart.com, DIY Home Center uses its product data from NetSuite to publish to these marketplaces, delivering consistent, high quality data.

Real-time inventory management. DIY Home Center is benefiting from just-in-time ordering. NetSuite SuiteCloud Developer Network partner PaceJet has helped streamline the pick, pack and ship process.

Optimised order management. With centralised order management for orders from all channels, DIY Home Center is able to quickly and efficiently process orders. What used to take sales reps four hours to process, now takes less than 30 minutes.

Unified cloud platform. Moving to the cloud has saved on IT costs and removed the hassles of having to manage systems and software. DIY Home Center also benefits from a platform that allows for easy customisations and integrations. The cloud platform provides the scalability and adaptability needed to keep pace with business, especially during the peak summer months.

“NetSuite is the heartbeat of our company,” said Anderson. “Everything starts and ends with it. If we’re looking to add another system our first requirement is that it must connect with NetSuite.”

Experience NetSuite at IRCE 2017
NetSuite is empowering DIY Home Center to transform its business. Merchants attending IRCE 2017 from June 6–9 at McCormick Place in Chicago will have the opportunity to see firsthand how NetSuite’s unified cloud commerce platform is enabling B2C and B2B businesses to provide customers with a seamless shopping experience as well as optimise business operations. To learn more and schedule a personal demo at NetSuite’s booth #701, please visit www.netsuite-irce.com.

About Oracle NetSuite Global Business Unit
Oracle NetSuite Global Business Unit pioneered the Cloud Computing revolution in 1998, establishing the world’s first company dedicated to delivering business applications over the internet. Today, Oracle NetSuite Global Business Unit provides a suite of cloud-based financials / Enterprise Resource Planning (ERP), HR and omnichannel commerce software that runs the business of companies in more than 100 countries. For more information, please visit http://www.netsuite.com.sg.

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About Oracle
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