Journelle Delivers a Seamless Omnichannel Retail Experience with NetSuite


Journelle

Company

Journelle

Location

New York, N.Y.

Industry

Retail

Applications Replaced

QuickBooks, Lightspeed


"NetSuite has provided us with the flexible foundation and tools necessary to stay ahead and focus on making sure we are consistently delivering the exceptional, high-touch customer experiences that delight our customers and meet our strategic vision." Journelle

Customer Success

  • NetSuite helps Journelle deliver a seamless omnichannel experience to customers of its high-end lingerie and loungewear.
  • NetSuite's cloud-based CRM, inventory and order management solutions support the exceptional customer service Journelle delivers to its customers within in-stores and online.
  • Since implementing NetSuite, Journelle has grown its revenue and expanded across four physical locations in New York City, with more stores planned for the coming years.
  • A single, unified record of all customer interactions helps Journelle nurture long-term loyalty and meet customer needs through in-store, online and email channels.
  • In-store sales associates can easily access real-time customer, product and inventory information in NetSuite to assist in delivering high levels of personalised service.
  • Measurements, preferences and other data captured in NetSuite by store associates during a customer fitting is made available to the customer across any channel.
  • With NetSuite, Journelle supports a seamless omnichannel experience by offering its customers the ability to buy online, pick-up or return in the store.
  • NetSuite inventory management gives Journelle control and transparency into stock levels and locations across 20,000 SKUs.
  • NetSuite flexibility has helped Journelle introduce its own private-label lingerie brand, adding to the 60 to 70 designer brands it sells.

Challenges

  • Journelle contended with disparate data in siloed applications and lacked timely visibility into customers, orders, inventory and financials.
  • Previous QuickBooks and Lightspeed systems lacked the functionality and scalability that Journelle needed to achieve its growth objectives.
  • The company did not want to deal with the cost and complexity of on-premise systems, with individual servers at each store location.

Solution

  • NetSuite's unified cloud retail software matched Journelle's vision for a single system that could handle core business processes, including financials, inventory and order management, and CRM.
  • Customisation capabilities in NetSuite has enabled Journelle to tailor the solution to meet its specific business needs.
  • Real-time access to the CRM data captured within NetSuite from across all sales channels helps to nurture long-term loyalty that enables the company to better meet customer needs through its in-store, online and call centre channels.

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