Alton Lane: 7 Months with NetSuite
When a consumer spends more to get a high-end product, they expect a high-end shopping experience. And, when a retailer offers custom-tailored clothing, it’s safe to assume its discerning shoppers want equally personalized service.
Providing an engaging, personalized and seamless omnichannel shopping experience to customers sounds easy in theory but often falls short in execution and the limitations of current processes and systems.
With seven physical showrooms from coast to coast, Alton Lane, a maker of men’s custom-tailored clothing, knew it needed to modernize its online and offline efforts to provide the kind of experience consumers have come to expect. It replaced various solutions, including QuickBooks and Salesforce.com with NetSuite in June 2014. Alton Lane deployed NetSuite to run its core retail business processes from order management, inventory management, financials, supplier purchasing and customer relationship management (CRM) to marketing – all from within one cloud-based business management platform.
Seven months later, Alton Lane, according to NetSuite, has dramatically improved its insights and control over its business processes, such as CRM, financials, inventory and order management, and is now able to deliver the highly personalized customer experiences that just weren’t possible before with its fragmented systems. With NetSuite CRM, Alton Lane’s customer experience team is able to collect customer data at every touch point and make it accessible across the entire organization. This real-time visibility enables Alton Lane to provide the advanced level of service required to manage the highly customized orders and guide customers through the in-person experience of designing their own custom-made clothing and also help to simplify repeat orders.
“NetSuite’s unified platform serves as our single record of the truth and has helped us to deliver a highly personalized customer experience to our customers,” said Justin Stevens, Alton Lane director of domestic operations. “Being able to connect all customer, order, inventory and financial information has given us a more holistic view of the business down to the smallest details. This level of visibility was just not possible with our previous systems.”