NetSuite Customers - Customer Service Software, Customer Management Software, CRM Software, eCommerce, ERP, Accounting Software

NetSuite Helps Energy Matters Save Money, Take Advantage of Growing Clean-Energy Market

Company

Energy Matters

Location

Melbourne, Australia

Industry

Retail, Ecommerce

Applications Replaced

MYOB for accounting, SugarCRM

Solutions

NetSuite OneWorld

“NetSuite has enabled us to grow at a rate faster than we expected, from 20 people to more than 100 in just a few years. Utilizing web services has given us greater flexibility to align our website with sales, support and accounting.” Energy Matters

Customer Success

Company saved $200,000 over buying on-premise software and servers, and is now doubling revenues yearly.
Average order-to-cash time has decreased by 33%, from 21 to14 days.
Website price updates now happen instantaneously as the central database is updated, compared to one or more weeks with the old software.
Typical hour-long customer phone calls have been reduced to an average of 20 minutes, thanks to website self-service features such as an automatic configurator.
Also thanks to customer self-service, sales typically totaling $10,000 to $15,000 come in each day without requiring any employee contact.

Challenges

Energy Matters wanted to leverage the growing clean-energy market, but couldn't risk delivery or installation problems that might upset price-sensitive customers.
Fragmented software applications didn't allow timely updates to web pricing, so Energy Matters sometimes charged incorrectly for products.
Customer questions on complex configuration or installation issues often required hour-long phone calls with Energy Matters experts, wasting employees' time and trying customer patience.

Solution

Energy Matters chose NetSuite OneWorld to replace MYOB and SugarCRM partly because the company wanted to eventually expand to the U.S. and other countries.
Company chose NetSuite over Microsoft Dynamics because NetSuite permits customization without requiring expensive consultants.
Energy Matters used web services to connect its existing website with NetSuite, and used NetSuite Ecommerce to build a new site to host online sales.
NetSuite Ecommerce automatically synchronizes pricing and sales information between the ecommerce website and the company's five branches in Australia, automatically updating inventory as needed.
A customer self-service portal lets customers and installers track shipping and installation progress, which builds customer confidence and reduces customer-support burdens on Energy Matters staff.

チャット