Affinity Tool Works
When we switched to NetSuite, we needed a solution that could integrate our new ERP with Magento. Folio3 hit the mark with its ease of use and a cost that fit our budget.
Ken Neilson – NetSuite Administrator, Affinity Tool Works
Summary
Affinity Tool Works, LLC is a provider of professional hand tools and workshop accessories serving a variety of markets including building, remodeling, do-it- yourself, industrial and woodworking. Folio3 integrated Affinity Tool Works’ Magento web store with NetSuite using its turn-key NetSuite Magento Connector. The integrated solution has allowed Affinity to not only deliver new capabilities on its site, but has also streamlined and accelerated their order and refund processing, resulting in improved customer satisfaction.
Customer
Affinity Tool Works, LLC is a provider of professional hand tools and workshop accessories serving a variety of markets including building, remodeling, do-it-yourself, industrial and woodworking. Founded in 2006, Affinity Tool Works offers brands that include BORA, Portamate and HTC products. It distributes brands that include FISCH, Tormek and Sjoberg.
Challenge
Affinity Tool Works was using NetSuite as their back office ERP and had recently redeployed its simple brochureware website as a full-fledged ecommerce site on Magento, in order to sell its hand tools and workshop accessories online. They were looking for an affordable, out of the box solution that would integrate their Magento ecommerce site with NetSuite, thereby automating the inventory management, order processing, fulfillment and billing operations between the two systems.
Solution
Folio3 integrated Affinity Tool Works’ Magento web store with their NetSuite account, using its proprietary NetSuite Magento connector. The integrated solution has allowed Affinity to add new features to its web store that enable it to better serve its customers. It has also streamlined many of their processes such as order entry and credit issuance, improving customer satisfaction. Some of these improvements include:
- Customers being able to check inventory directly on the site, to determine whether a given item is in stock.
- Rapid order processing – a soon as an order is placed on the site, the connector automatically imports it into NetSuite, with the data transfer occurring within seconds.
- No missed orders or data entry errors – every order goes through automatically and accurately, every time.
- Streamlined returns processing – as soon as an item is returned, customer service simply records the return in NetSuite, and the connector automatically exports the transaction to Magento for refund processing
Result
Thanks to the new integrated system, Affinity Tool Works has been able to deliver a number of new capabilities on its site, such as inventory checking. The integration has also streamlined and accelerated their order operations, with orders being processed within minutes and zero orders missed, which has greatly reduced order cancellations. Rapid order processing has also enabled the company to ship all orders placed before noon, on the same day. The solution has also reduced their refund processing time, from five minutes to 30 seconds. These improvement combined, have greatly enhanced the company’s sales and customer satisfaction.
“Before the new system, our return process was completely manual which meant customer service agents would need to log into Magento, find the order, refund and then go to NetSuite and record the refund there as well. The new process, integrated through Folio3, has reduced the time it takes to process each customer credit from five minutes to 30 seconds.”
Ken Neilson, NetSuite Administrator for Affinity Tool Works
Click here to read the original case study published by Oracle NetSuite.