National ICT Manager
The core of the business runs on NetSuite, running everything from financials to their customer loyalty program. “We’re pretty much using the whole suite from front to back,” said Viv Paverd, National ICT Manager at Warehouse. One of the few exceptions is their salon scheduling tool, which sits on an external system in their stores. This means that for any new business system that Hairhouse works with, efficient integration with their NetSuite ecosystem is a requirement.
Between the maintenance costs and a lean IT team, building the custom integration manually was not feasible. “We don’t have a large team. We support every system across the entire business, everything from finance to loyalty to marketing to in-store POS. All changes and updates, we do with a small team. We are not into doing manual work,” said Viv. Hairhouse specifically needed a resource-efficient way to build those custom integrations to keep all their systems unified.
Once the team realized how easy it was to build custom integration flows, they expanded their use of Integrator.io to resolve other outstanding integration projects. For example, they were able to integrate the externally-hosted salon scheduling tool to synchronize prices. Since NetSuite operated as the single source of truth for prices, the integration with the salon scheduling system allowed them to push price adjustments to their franchisees automatically. Since prices differ from franchise to franchise, the ability to implement greater price elasticity means they can be more adaptable to changes in the market.
Next, they used Celigo to integrate with a third-party net promoter score (NPS) provider. This integration flow bundles customer information from recent orders to deliver to the NPS provider, which then sends out surveys. When the NPS provider receives the survey responses, they are sent back through Celigo to NetSuite. Of the effects this has on managing customer feedback, Viv commented: “We’ve got a dashboard of NetSuite reports for each franchise. For any given date range, we can see what the customers are saying about us based on the survey questions that we put out. Celigo has made that very simple and straightforward for us.”