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Two of the most critical purchase influencers for online shoppers are:

  • Free Shipping
  • Refund & Return Policy

And, for most retailers, big or small, the processes that govern these critical purchase criteria are still largely manual. This has a direct impact on order fulfilment, returns & refund management. This is due to having multiple or disparate systems which are not fully integrated with each other and are semi-automated at best. To mitigate the impact, retailers often use a multitude of applications or business connectors to bring in automation. This brings up a host of other challenges.

There are solutions and then there are elevator solutions – in the Techcloudpro parlance these are solutions which offer completion & seamlessness. Over the years, some through individual experiences of our management team and some through our clients, current and past, we have learnt that sometimes the most holistic of systems also tend to leave tiny gaps for innovation. Systems or environments in themselves may be excellent & may deliver wholly on what they were made for.

However, disparate system environments seldom merge harmoniously. For example: your CRM and your ERP. You will always require a matchmaker – whether it’s Matchmaking Mary or a Digital Cupid unleashing the arrow that hits the “Suite Spots” – which is why our business connectors are called exactly that.

Data Visibility & Singularity are also key! In addition, Digital Transformation (DX) journeys often take unexpected turns because as we go deeper into implementation, unplanned or unexpected requirements come to the surface. This is usually because organizations which have been around for a decade or more will have heavy dependencies on legacy systems. While some like a Tally for example, are easy to replace, there are others based on old languages which are difficult to decipher, leave alone simplify. There is a lack of documentation and the people who actually put those systems into place have long since left the workforce. Detailed discovery of business requirements therefore need to be the starting point.

To adequately plug in the gaps that currently exist, Techcloudpro has designed products & implementation tools which help your business Simply Deliver! The intention is to make sure that your systems seem like a match made in heaven!

Key Highlights

  • Real-time Synchronization of Sales Orders, Cash Sale, Invoice, RMA, Credit Memo, Refunds
  • Automatic Synchronization of Billing and Tax Data
  • Automatic Synchronization of Product and Inventory
  • Automatic Synchronization of Fulfillment & Shipping Data from NetSuite to any e-Commerce platform
  • Bi-Directional Sync of order cancellations and refunds - either from any E-Commerce platform or NetSuite
  • AI-based least-cost shipping box by calculating the correct box size for ordered items (cost-saving feature)
  • Inventory Adjustment approval process
  • Automatic sync of Inbound Shipments to/from any WMS
  • Real-time Dashboard for Monitoring and Error handling
  • Save user license by custom built integration with any Customer Service Platform

Challenges Explained

  • Business Connectors currently available offer partial automation
  • Return Merchandise Authorization (RMA) & Refunds still require manual intervention
  • The Order Management System & Reverse Logistics processes are still not synchronized enough for effective tracking
  • An EDI interface, a commonly used solution in Retail for data exchange means that there are multiple data formats to juggle, which means there is no real time data syncing or on-demand data visibility
  • In most cases, the systems, the middleware and integrated APIs are not equally scalable which leaves a lot of room for dropping the ball especially during peak seasons. Systems have to be completely scalable in a short period of time to meet the surge in volumes
  • Most companies offering business connectors provide connector bundles, which you may or may not need and are usually off-the-shelf with limited capacity for customization
  • Having connectors which serve a variety of industry segments also means that upgrades are time consuming & slow

Turning these incredibly tight spots into ‘SuiteSpots’

Some of the questions to ask yourself before you choose your business connector are as follows:

  • By how much does the middleware reduce your cost of data integration, man hours & overall Operating Expense (OPEX)?
  • What is the level of automation it provides & how much time do you save through your value stream?
  • How customizable is it?
  • Does it facilitate point to point connectivity encompassing the multiple nodes of delivery, order management system, warehouse management system, inventory management, POS, E-commerce and all of the other digitized supply chain elements, like product packaging for example? How secure is it?
  • How easy is it to integrate? Is it a plug-in?
  • Does it facilitate scalability?
  • Does it have the ability to provide you with real time data visibility?
  • Does it offer a single view of your customers for cross-sell (Xsell) and up-sell?

The single solution to all of the questions above is SuiteSpotsTM - our proprietary business connectors developed especially for the retail segment, basis years of insights that we have gathered while working with our clients.

We have successfully integrated NetSuite with Amazon, Magento, Shopify, Ebay, Salesforce amongst other such platforms over the last few months.

Why SuiteSpotsTM ?

SuiteSpotsTM not only addresses these needs but can be differentiated from the competition on several other parameters.

Our Differentiators

SuiteSpotsTM can be differentiated from the competition on the following parameters:

  • SuiteSpotsTM is a domain-specific turnkey integration, rather than a generic connector which customers must map themselves
  • The application can be integrated with any open source E-commerce platform’s Return Merchandize Authorization (RMA) app to ensure that refunds / cancellations / returns are handled properly. So, it is integrating with & mediating between the front-end RMA app, NetSuite and logistics companies (all 3 systems) to ensure real-time data synchronization.
  • Along with basic RMA and refunds management, the app also ensures that:
    1. Inventory is maintained correctly with returns / refunds
    2. Adjustments to the General Ledger (GL) and ledger are made for returns as well
    3. The value received from sale of refurbished goods in the secondary markets is also calculated and maintained with accuracy
    4. Returns under warranty are managed from an inventory, finance / GL, fulfillment / replacement perspective
    5. Returned goods can be sold again & new units can be assigned to new customers correctly. This is done by recording & recognizing the device serial number.
    6. Classification of A stock and B stock units from a warehousing perspective, is done accurately so that delivery, refurbishment or scrap actions are managed seamlessly with minimum error
  • Since it has the flexibility of supporting both NetSuite and the E-commerce front end platforms, customer service teams need not log into NetSuite to manually initiate RMAs, unlike competitor products. This is obviously better, both in terms of security & minimizing of manual error. This also means that you no longer need to spend on additional licenses for your customer service agents or invest in training them on NetSuite.
  • SuiteSpotsTM has a simplified pricing model meaning you get the entire bundle at one price, which is 50% lower than that of competitor products
  • The application also enables unlimited stores unlike the competition - they either do not have this functionality or offer this service at a much higher price
  • The newest functionality which has been added to SuiteSpotsTM is that of AI powered least-cost shipping. This helps in streamlining packaging options depending on product type, size, and delivery routine. This means that you can control damage of goods (the number 1 reason for returns) and also reduce cost of packaging.
  • Also, it does not have a separate User Interface (UI) for the customer service teams to create RMAs. They just need to access the NetSuite Application to facilitate RMA end-to-end through the Cloud CRM and ERP systems.

Feature based differentiators

Default Offering SuiteSpotsTM Competition Explanation
Real-time sync with webhook implementation Most competitors do not provide real-time sync
Import sales orders and customer data from any E-Commerce platform to NetSuite  
Support for subscription / recurring orders  
Support for multiple payment gateways  
Support of subsidiaries, multiple currencies and one world account  
Automatic sync of sample orders / zero dollar items / free orders  
Uses sales tax engine in e-Commerce platform The competition offers this feature as an add-on customization & at an additional cost.
Supports promotions, gift cards and line-level discounts The competition offers this feature as an add-on customization & at an additional cost.
Supports multiple e-Commerce stores across different regions/countries  
Automatic sync of Error / missing orders (if any) because of server failure  
Default Offering SuiteSpotsTM Competition Explanation
Automatic sync of cash sale With SuitSpotsTM. this functionality is completely automated and does not equire any form of human invention.
Automatic sync of invoice Available in SuitSpotsTM even fo Zero Dollars Orders
Automatic sync of partially and fully billed orders.  
Automatic sync of order sales tax  
Automatic sync of order discounts, promotions (standard / bulk)  
Default Offering SuiteSpotsTM Competition Explanation
Automatic sync of all types of product data - product attributes, product variants, cost and pricing, from NetSuite to e-Commerce platform Competitor offerings have this functionality available only as a part of the premium package
Inventory adjustment approval process Premium feature not available with any competitors
Automatic sync of inventory adjustments from Warehouse Management System (WMS) Premium feature to connect with any WMS
Automatic sync of inbound shipments to/from any WMS Premium feature not available with any competitors
Automatic sync of received inbound shipments from any WMS Premium feature to connect with any WMS
Automatic sync of inventory levels - quantity adjustments, inventory transfer and inbound shipments, to e-Commerce platform The competition offers this feature as an add-on customization & at an additional cost.
Support for multiple warehouses in NetSuite  
Support for multiple pricing levels / tiers and multiple currencies  
Sync of group / bundle itemst The competition offers this feature as an add-on customization & at an additional cost.
Default Offering SuiteSpotsTM Competition Explanation
Sync of fulfilled sales orders and shipment details from NetSuite to e-Commerce platform  
Supports partial fulfillment of orders  
Sync of credit memos The competition offers this feature as an add-on customization & at an additional cost.
Default Offering SuiteSpotsTM Competition Explanation
Bi-Directional Sync of order cancellations and refunds - either from the E-Commerce platform or NetSuite Competitor Offerings only have this available from NetSuite - Uni-directional

Integration with customer service platforms such as Zendesk to streamline support requests Premium feature not available with any competitors
Default Offering SuiteSpotsTM Competition Explanation
Fully customizable  

Maintains a complete log of all tasks performed in NetSuite  
Real-time Dashboard for Monitoring and Error handling  
Simple pricing model with no hidden charges  
Streamlines fulfillment and provides superior customer service via timely order fulfillment and delivery  
Default Offering SuiteSpotsTM Competition Explanation
Save user license by custom build integration with any customer service platform Premium feature not available with any competitors, impacts bottom line
AI-based least-cost shipping box by calculating the correct box size for the ordered items (cost-saving feature) Premium feature not available with any competitors, impacts bottom line

Implementation Tools

Business Requirements Discovery Tool

At Techcloudpro, we believe in beginning the journey with a discovery session. This is to ensure that your business challenges are thoroughly analysed and taken into account before we suggest a solution. For this we have created a comprehensive BRD tool which captures maybe over 90% of the considerations you might have while embarking on the dx journey.

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Dashboard

Data Visualization is often ignored in the grand scheme of things but it is perhaps one of the most important criteria for getting and communicating insights from data. It eases the complexity of understanding huge stacks of data and from multiple sources. Yes, we know that you know what we’re talking about! Our dashboards are built into our business connectors to provide you with data singularity that you need and with ease.

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