{"id":26313,"date":"2022-08-03T15:35:08","date_gmt":"2022-08-03T05:35:08","guid":{"rendered":"https:\/\/messagemedia.com\/au\/case-studies\/appliance-wholesaler-saves-time-with-netsuite-integration\/"},"modified":"2024-03-18T03:36:04","modified_gmt":"2024-03-18T03:36:04","slug":"appliance-wholesaler-saves-time-with-netsuite-integration","status":"publish","type":"case-studies","link":"https:\/\/messagemedia.com\/au\/case-studies\/appliance-wholesaler-saves-time-with-netsuite-integration\/","title":{"rendered":"See how an appliance wholesaler manages customer notifications for 400,000+ products."},"content":{"rendered":"\n

In October 2021, Appliance Parts Company<\/a> (APC) was looking for a way to better manage multiple customer notifications.

When purchasing an item from APC, customers have the option to place wholesale orders online, by phone, and in APC retail locations. A lot of the products APC sells are unavailable same-day, so it needed a way to alert customers when products were ready for pick up.<\/p>\n\n\n\n

Challenge<\/h2>\n\n\n\n

With 400,000+ stock-keeping units (SKUs) and 16 bricks-and-mortar locations in five states across the US, pencilling in customer notes and making calls just wasn\u2019t going to cut it. <\/p>\n\n\n\n

APC was lacking a way to quickly notify clients when orders were available. It managed client notifications by phone: referencing multiple systems, running custom reports, and taking hand-written notes before calling clients to let them know their items were in stock and ready to pick up.<\/p>\n\n\n\n

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We needed a way to let our customers know when their orders arrived and were ready for pick up.<\/p>\nJim Swane, Senior Manager<\/cite><\/blockquote>\n\n\n\n

Appliance Parts Company has 400,000+ SKUs \u2013 everything from stove knobs (each colour has its own SKU) to refrigerator door replacements. Whoa. <\/p>\n\n\n\n

Managing phone calls and running reports to find stock availability wasn\u2019t efficient, scalable, or very fun for employees. If a client wasn\u2019t available or APC employees were not available to answer the phone, the process would start all over again.<\/p>\n\n\n\n

APC needed an efficient way to know when orders were in and communicate to clients. It took employees a lot of time to research and communicate a simple message to clients.<\/p>\n\n\n\n

Solution<\/h2>\n\n\n\n

MessageMedia\u2019s solutions team worked with APC to create a workflow in NetSuite. This now triggers templated SMS to customers when their product is ready for pick up. It\u2019s really that simple.<\/p>\n\n\n\n

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The messages we need to convey are short and simple \u2013 perfect for SMS.<\/p>\nJim Swane, Senior Manager<\/cite><\/blockquote>\n\n\n\n

Results<\/h2>\n\n\n\n

When APC began using MessageMedia\u2019s SMS for NetSuite<\/a> notifications to customers, Swane says his staff understood the value of NetSuite and adding customer records into the system.<\/p>\n\n\n\n

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SMS made it clear why customer records are important<\/p>\nJim Swane, Senior Manager<\/cite><\/blockquote>\n\n\n\n

Now, as soon as their item is delivered to the store, the client is notified via SMS that it\u2019s ready for pick up. And after adding MessageMedia\u2019s NetSuite integration<\/a>, APC has reduced phone calls, improved employee efficiency, and increased customer and employee satisfaction. Boom.<\/p>\n\n\n\n

APC\u2019s internal team receives fewer client complaints, and customers arrive for pick-up knowing that their order is ready. \u201cIt\u2019s important for me to keep my people happy.\u201d says Swane.<\/p>\n\n\n\n

What’s next<\/h2>\n\n\n\n

APC is currently working with MessageMedia\u2019s solutions team to batch alerts by customer record. The idea is to prevent customers from getting a ton of messages when multiple orders arrive in the same shipment. It\u2019s also keen to develop more use cases for SMS in its business. Watch this space for updates.<\/p>\n\n\n\n

Working with MessageMedia<\/h2>\n\n\n\n
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We\u2019ve reduced phone calls \u2013 both inbound and outbound \u2013 regarding order inquiries, and we\u2019ve increased our customer service levels, letting customers know when items are ready.<\/p>\nJim Swane, Senior Manager, APC.<\/cite><\/blockquote>\n\n\n\r\n

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\r\n Turn on built-in SMS for NetSuite <\/h2>\r\n\r\n

Help your business boost sales. See the top 10 reasons you should start texting today. <\/p>\r\n\r\n

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