Billabong Selects NetSuite to Transform Customer Experience Globally

PRESS RELEASE: NetSuite announced that Billabong International Ltd has selected NetSuite SuiteCommerce to help transform customer interaction with its brands through the implementation of a new global omnichannel platform. NetSuite’s SuiteCommerce platform will be progressively rolled out across the action sports company to provide a true omnichannel experience across its wholesale, retail and ecommerce operations.

SuiteCommerce will provide a unified, real-time technology platform enabling Billabong International to:

  • Ensure a constant real-time flow of customer, order and inventory information across all of its sales channels, dramatically improving engagement with online shoppers, retail operations and wholesale partners.
  • Provide wholesale partners, both large and small, with their own password protected site to efficiently make purchases, review order history and account details, speed repeat purchasing and manage payments and credits. They will also be able to access and download key content, assets, videos and marketing collateral.
  • Monitor and manage each of its branded global websites from one single platform that can support up to 190 currencies, 19 languages, and multi-country tax compliance.

Billabong CEO Neil Fiske said, “Creating a true omnichannel experience is one of the seven strategic pillars in our transformation strategy. We have high expectations of potential strategic partners in line with our approach of undertaking major structural changes once and doing them right. We look forward to working with NetSuite to build an industry leading global platform that creates a seamless customer experience across all of our channels, including wholesale.”

NetSuite SuiteCommerce provides Billabong with a scalable order management solution that will allow it to utilize its inventory more effectively and be quickly updated to keep pace with the rapidly evolving retail industry and consumer expectations.

NetSuite CEO Zach Nelson said SuiteCommerce will enable Billabong to rapidly adapt to emerging retail models and strengthen its suite of brands.

“Global retailers are repeatedly held back by siloed systems that result in a fractured journey as customers transition across disparate systems,” said Mr. Nelson. “Billabong’s move to SuiteCommerce’s single unified cloud-based platform will give the company the agility to deliver the seamless omnichannel customer experiences shoppers demand.”

Key benefits of SuiteCommerce for Billabong

The consolidation onto a NetSuite’s single, unified cloud commerce platform will allow Billabong to achieve the following benefits:

In-Store Omnichannel Experiences. Leveraging NetSuite SuiteCommerce InStore, sales associates can deliver a more personalized shopping experience with a comprehensive view of the customer history and the ability to order products from a tablet or mobile device if it’s not available in the store.

Automated Global B2B Commerce. Billabong can streamline processes associated with phone, fax and email orders for its diverse B2B partners ranging from smaller, boutique surf and sports shops all the way to larger retail partners. Billabong’s partners will all have access to a flexible, self-service B2B commerce system which will help to free up Billabong’s resources to focus on providing a more personalized service.

Real-Time Inventory Visibility. With NetSuite SuiteCommerce, Billabong’s brick-and-mortar stores, previously siloed from its online and call center organizations, can have real-time visibility into all inventory held across the company, enabling omnichannel features such as buy online and ship-from-store, turning the company’s stores into individual fulfillment centers, helping Billabong to utilize inventory more efficiently and get product to customers faster and more cost effectively.

Multi-Brand and Global-Ready. Billabong plans to leverage NetSuite OneWorld in conjunction with SuiteCommerce to support transactions in up to 190 currencies and 19 languages around the world. NetSuite will help the company to efficiently manage its websites in every country, resulting in streamlined engagement with all members of its B2B partner community.

True Omnichannel Customer Relationship Management. Building on NetSuite’s omnichannel CRM capabilities, NetSuite unifies all customer information into a single customer profile. This means that any employee, whether they are a store associate or customer service representative in Billabong’s call center can have an immediate understanding of any customer, in real time, regardless of the channel, which facilitates better service, more sales and improved customer loyalty.