NetSuite Helps Consumer Watchdog CHOICE Transform Its Business for the Digital Age


Company

Choice

Location

Sydney, Australia

Industry

Media and Publishing

Applications Replaced

On-premise finance and subscriptions management applications


"NetSuite has given us real-time visibility of our customers and our financials, which helps mitigate risk for a publishing company. We have the scalability to easily add new products to the system without reinventing the wheel each time." Choice

Customer Success

  • Leading Australian consumer advocacy group and publisher has gained agility to expand product lineup by 50% since NetSuite went live in 2010.
  • With a single application, CHOICE has unified business processes for real-time visibility of subscribers and financial and operational performance.
  • NetSuite recurring billing capabilities streamline billing processes across 180,000 subscribers in Australia and elsewhere.
  • CHOICE subscriber retention has improved 3% with seamless billing processes and automated email alerts to subscribers.
  • CHOICE has accelerated financial reporting, saving 50 days per year that are channeled into innovation and customer service.
  • On-demand access to real-time data empowers CHOICE to spot business trends, and analyse and compare individual product performance.
  • A single view of each subscriber across multiple platforms (print, online, mobile and tablets) supports better customer service, resulting in a more efficient call centre and superior customer support.
  • Implementation of payroll and employee portal solution from NetSuite partner Infinet has streamlined payroll processes and improved employee engagement.
  • Native integration between NetSuite and Infinet Cloud automates data exchange, saving one (1) day each fortnightly payroll cycle needed to input data from previous Sage MicrOpay system into NetSuite.
  • Speed and accuracy of payroll processes have improved with elimination of error-prone manual data inputs.

Challenges

  • Standalone databases for finance and subscriptions required extensive manual work to gain any visibility into subscriber levels and overall business performance.
  • CHOICE's digital transformation was poorly supported by its systems, leading to rapid loss of visibility of its customers that were fragmenting across its diversifying product ranges and platforms.
  • CHOICE had no automated tools for business growth, such as membership renewal reminders, online marketing or data analytics, making it difficult to maintain and grow the subscriber base.

Solution

  • Independent consultants recommended NetSuite as the best cloud solution for finance, CRM and subscriber management.
  • Media performance dashboards provide real-time monitoring of revenue, circulations, site visitors and marketing effectiveness.
  • Recurring billing and revenue recognition eliminate spreadsheets by reliably and efficiently managing multiple schedules across CHOICE product lines.
  • One-on-one employee training on Infinet Cloud employee portal helped ensure usage and engagement across 100-person staff.

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