Billy van den Ende
Director of Brand Experience
“We deliver a very pleasurable ride experience, so from a brand perspective, that needs match with the way you need to order spare parts,” said Billy van den Ende, Director of Brand Experience.
In order to do this, enviolo chose Shopify to host a B2B storefront and NetSuite as their ERP to serve as a centralized source of information about customers and orders. Their serious commitment to the customer experience was made apparent when they invested in a consultant to make the storefront look cool, easy to use, and inviting.
enviolo had dedicated staff monitoring the backend of their Shopify store, but these staff members ended up manually processing orders full time. Whether it was a small order or a large €100K+ order, each order coming in from the Shopify storefront had to be copied and pasted manually into NetSuite for fulfillment. Before an order for a brand new customer could be processed, new profiles needed to be created for them twice: once in Shopify, and once in NetSuite. Naturally, these twice-created customer profiles were also all entered manually. Because there was a delay in visibility on the availability of the parts, it would take a while before they could inform their customers when the parts would arrive. The result was slow, inefficient, and error prone fulfillment of orders and a less-than-ideal customer experience.
“For every 10 extra orders a month, we almosted needed an extra person to keep up with the demand,” said van den Ende. “And if you are not able to tell the customer when he can expect the part, that’s a bigger problem. It wasn’t scalable.”
As the Director of Brand Experience for enviolo, van den Ende felt that it was a waste to work so hard pushing for industry-leading platforms and creating the best possible experiences for customers when the backend process was so crude and inefficient. Not to mention that the tediousness of manually entering orders and customers fulltime affected employee morale and productivity. “Even when you pay people to do it, manually copy-pasting data from one system to another system isn’t a satisfying job, right?” Billy said. “It makes a lot of sense that this should all be seamlessly integrated.”
“Connecting the front and the back-end also connected or streamlined our order-to-cash process in a way that we now know exactly which orders are paid and when they are paid. Our team members who used to manually process orders are now doing more meaningful work that better impacts our bottom line”
The recommendation worked out perfectly for enviolo. Even without an IT team, they were able to quickly get their orders synced between NetSuite and Shopify, automating the order-to-cash process and giving the team realtime visibility into their inventory levels, order status, and payment status.