Becker Safety & Supply
SCG Customer Success Highlights
Deliverables
- Executed a fresh implementation of NetSuite SCA 2020.1
- Created custom scripts for email notifications
- Extended blog functionality native to NetSuite
- Implemented a live web chat feature
- Streamlined the native SuiteCommerce Advanced checkout
- Created a customized SuiteCommerce Theme
Results
- Improved transparency across the entire business
- Helped re-launch and upgrade B2B ecommerce web store after a long delay on the older Kilimanjaro version
- Improved customer service
- Expanded shopping options and experience
- Enhanced order accuracy
- Streamlined productivity
Client Background
A fast-growing B2B supplier used NetSuite ERP to support growth
Becker Safety and Supply, a full-service safety supply store based in Greeley, Colorado, is a family-owned business that started in 1999 and has grown into a leading provider of hand tools, gloves, fire-resistant clothing, gas monitors, and more for field and service workers, firefighters, and public safety agencies.
After operating out of their home for a nearly a decade, Becker Safety owners Randy and Elesa Becker moved in 2012 to a 3,500-square-foot warehouse. At the same time they embraced new software (NetSuite ERP, WMS software, etc.) to accommodate the needs of their growing enterprise.
Business expansion prompted a second move into a 12,000-square-foot facility, where they currently operate with more than 15 full-time employees.
Project Challenge
New implementation partner needed to rescue ecommerce web store
The Becker team was leveraging NetSuite ERP, but there was a movement in the industry toward providing B2B ecommerce shopping options. Customers kept asking when this capability would be available and competitors began embracing B2B ecommerce software solutions, so Becker realized it was time to make a move. As an existing NetSuite customer, the ecommerce platform SuiteCommerce Advanced was the natural option due to its native integrations, automation capabilities, and scalability with all NetSuite products.
Unfortunately, Becker’s ecommerce journey started with a rocky foundation in 2017. Its NetSuite implementation partner did not possess experience with SuiteCommerce Advanced software projects and suffered from a lack of attention to detail, resulting in a series of missed deadlines and unmet expectations. After less than two years, the web store still wasn’t performing up to expectations, and the web store was due for a complete overhaul. This web store re-engineering process also consumed a considerable amount of budget and time that could be used for other areas of business.
Becker Safety needed to identify a new NetSuite SuiteCommerce implementation partner capable of quickly revamping the web store, ensuring that all of the systems were integrated properly, and getting the web store launched for public consumption.
SCG NetSuite Solution
Becker selected the Seibert Consulting Group to get their job done right
Becker selected the Seibert Consulting Group, a leading NetSuite ERP & SuiteCommerce Agency, shortly after the first conversation with CEO Paul Seibert. Paul diligently went through Becker’s existing web store page-by-page outlining the specific issues and carefully explaining the potential resolutions. Paul and his team's NetSuite veteran experience and expertise, reliability, and availability were the determining factors that ultimately led to the selection of Paul and the SCG team.
After viewing the B2B ecommerce software and its current configuration, SCG determined that executing a fresh implementation of SuiteCommerce Advanced was the best option. During the implementation process, SCG ensured there was a seamless integration with Becker Safety & Supply's core NetSuite ERP and NetSuite-integrated third-party systems to minimize possible system unavailability and the potential for loss of data.
SCG also created a variety of customizations in Becker’s NetSuite ERP and web store to automate manual processes, improve customer service capabilities, and expedite fulfillment activities. These included:
- Customized automated email scripts and templates for more effective management of Becker Safety web store customer email notifications
- Implemented a live web chat feature for the Becker Safety web store
- Creating a custom branded SuiteCommerce Advanced Micro-site, complete with distinct branded My Account and Login web flows, and more.
Our new SuiteCommerce Advanced web store from SCG is much faster than the previous version, and we can now update the web store whenever we want through the use of the NetSuite SuiteCommerce Advanced Content Management System.
eCommerce Manager
Becker Safety and Supply
Results of Optimized NetSuite SuiteCommerce Advanced Implementation
Enhanced online visibility
- Web store allows customers to see what Becker has to offer
- Web store chat feature creates a dialogue by allowing customers to speak with their sales team, which can lead to up-sale or cross-sale opportunities
- Enhanced customer service
- Web store customers have real-time visibility into the status of their orders, and they can choose how they want their order handled — website, shipments, in-store pickup
- Enhanced shopping options
- Web store customers are able to search items where and when convenient for them (both in-store and online)
- Web store customers can view their order histories, credit histories, etc.
- Enterprise B2B customers with multiple locations across the state have multi-level ordering options
- Enterprise B2B customers can also add employees at different locations, these employees can order supplies under their own account and their managers can monitor that location’s order history
- Enhanced order accuracy
- Long-time Becker Safety & Supply customers are excited to be able to login and view their order history so they do not have to manually select their items every time
- Becker Safety & Supply is no longer reliant upon emailed orders
- Enhanced productivity
- NetSuite ERP and SuiteCommerce-based workflow automation helps lower overhead — there is now less of a business requirement to hire additional resources
- Web store opened up a new sales channel — Becker Safety & Supply does not require available salespeople 24/7, the business simply directs customers to the website after hours
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