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Hanover Direct Transforms Multichannel Retail Operations With Large-scale NetSuite Implementation

Stocks in this article: N

SAN MATEO, Calif., June 3, 2013 /PRNewswire/ -- NetSuite Inc. (NYSE: N), the industry's leading provider of cloud-based financials / ERP software suites, today announced that Hanover Direct, a multichannel retailer with four brands offering a range of bedding, home fashions, apparel and more, has transformed its business since going live on a large-scale NetSuite OneWorld implementation to replace multiple, disparate on-premise legacy software systems – Infor M3 (Lawson M3) for financials application; a heavily customized, 20-year-old legacy mainframe ERP system to handle processes including inventory, order management and customer service; and a home-grown legacy SFA/CRM system. NetSuite provides a single system of record to support Hanover Direct's order management, inventory management, financials / ERP, call center operations, procurement, manufacturing and expense reporting. The system is tightly integrated with the company's Demandware-built websites.

The company, founded in 1911 and based in Weehawken, N.J., has gained real-time visibility into sales orders across Ecommerce, call center and mail order channels for its Company Store, Company Kids, Scandia Home and Undergear brands. At the same time, Hanover Direct's move to the NetSuite cloud is enabling it to save money by scaling back its data center from more than 60 servers to about 15 and avoid costly IT maintenance and trouble shooting of its former "green screen" mainframe-based ERP application. By rolling many of its operations onto the single, integrated NetSuite platform, Hanover Direct is minimizing what was a hairball of dozens of point-to-point integrations that were difficult and costly to maintain, slowed business processes and could not support business transparency.

"NetSuite has drastically changed how we run the business," said Jeffrey Rosenholtz, Hanover Direct CIO. "NetSuite enables us to literally guide the business in real-time. We're more proactive and can see inventory fluctuate throughout the day. NetSuite has improved our understanding of our customers and gives everyone in the company, all the way up to our CEO, real-time visibility into sales operations."

With NetSuite's real-time order management, Hanover Direct is able to fulfill orders as they arrive compared to daily batch processing in its old mainframe system that meant many orders weren't processed until the next day. With customer records migrated from the old system to NetSuite, about 140 call center agents and other personnel have a single 360-degree view of customer activity that improves service levels and ability to respond to issues while positioning Hanover Direct to improve its targeted marketing efforts. NetSuite enables Hanover Direct to monitor the real time performance of online product promotions over both Ecommerce and call center channels, generating business insights and ongoing optimization not previously possible. A planned implementation of NetSuite Demand Planning is expected to give Hanover Direct better visibility and control over inventory planning and manufacturing of bedding goods at its subsidiary American Down and Textile plant in La Crosse, Wisc., where the NetSuite Manufacturing Edition is currently being rolled out to replace an Infor Fourth Shift application.

NetSuite also streamlines procure-to-pay processes with nearly 5,300 suppliers and supports a drop-ship model leveraging the flexible technology of the NetSuite SuiteCloud development platform. The NetSuite OneWorld global business management solution enables Hanover Direct to seamlessly manage and track financials of its multiple brands under a single parent.

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