U.S. Luxury Outdoor Furniture Retailer Grows Online Customer Engagement by Over 40 Percent with Omnichannel Cloud Commerce Platform
SAN MATEO, Calif.—June 1, 2015—NetSuite Inc. (NYSE: N), the industry's leading provider of cloud-based financials / ERP and omnichannel commerce software suites, today announced that Thos. Baker (www.thosbaker.com), an online and catalog retailer of premium outdoor furniture, has transformed its ecommerce website with NetSuite SuiteCommerce. This change is enabling Thos. Baker to deliver an immersive and visually rich interactive brand experience to its customers via any device while also helping to streamline the business operations of the company. Thos. Baker is relying on SuiteCommerce’s flexibility and advanced functionality to run its entire business from one unified cloud commerce platform that manages everything from ecommerce, inventory management, order management, customer support and financials.
“With SuiteCommerce we’re better able to provide the superior shopping experience our discriminating customers expect,” said John Baker, Thos. Baker Founder and CEO. “SuiteCommerce is extremely valuable for our company and we are confident that our business will be supported on a platform that will scale as we grow and provide us with the cutting-edge features our customers expect in an online shopping experience.”
Since implementing SuiteCommerce in September 2014, Thos. Baker has realized significant improvements to a number of key commerce metrics, especially around customer engagement where it has seen an increase in pages viewed per session by more than 40 percent and average time on site has increased by over 35 percent.
The move to SuiteCommerce is Thos. Baker’s latest evolution on NetSuite. As a forward-thinking retailer, the company knew early on that it needed a flexible, cloud-based platform that could scale to support the company as it grew without the substantial investment in time and money required to set up and maintain on-premise technology and IT support. NetSuite’s unified cloud platform met all the company’s needs and has been instrumental in supporting its tenfold growth since it went live on NetSuite in 2005 to support its core business operations.
SuiteCommerce Helps Thos. Baker Transform Omnichannel Commerce
To succeed in a dynamic marketplace with much larger competitors, Thos. Baker is focused on providing its customers with an engaging online shopping experience. SuiteCommerce delivers a number of advanced features and capabilities to enhance Thos. Baker’s commerce success, including:
Rich brand experiences. Supporting Thos. Baker’s vast library of product images, SuiteCommerce supplies the capabilities for image zoom, 360-degree rotating views and alternate images that are important for shoppers examining product details and craftsmanship. Customers can quickly and easily experiment with different cushion color combinations to determine the effect against the furniture frame of their choice.
Intelligent merchandising. Faceted search and navigation, dynamic merchandising, along with a simplified cart and checkout make it simple for shoppers to explore, select and purchase the furniture and accessories they want.
Built around the customer. Self-service, My Account capabilities in SuiteCommerce make it easy for customers to track order status, manage account details, view purchase history and more. Additionally, customers can submit and track their service and return requests from the site.
Access to real-time data. Thos. Baker’s staff has access to customer, order and inventory data across all channels at their fingertips. Armed with that data, the company can ensure it is delivering a single version of the truth to its customers.
Improve efficiency. By using SuiteCommerce, Thos. Baker is able to more seamlessly manage 25,000 SKUs and process transactions with 120 suppliers in North America and Asia including a dozen contract manufacturers. The company is also able to streamline back-end fulfillment of complex orders involving pieces from multiple suppliers.
“Providing a seamless customer service experience across a complex business like ours would be an impossible challenge without a sophisticated system like NetSuite or an army of people,” said Baker. “Our investment in NetSuite has already paid huge dividends and we look forward to continued growth.”
View the Thos. Baker Story – Customer Spotlight Video
Thos. Baker Founder and CEO John Baker, shares how NetSuite has been a key force in helping drive growth in orders and revenue for the online retailer of premium outdoor living products. Watch the video.