Customer Spotlight Part 2: Thos. Baker - NoBlue
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Customer Spotlight Part 2: Thos. Baker


Over the next couple of weeks we will be highlighting NetSuite customer stories from a selection of industry sectors – Showing how they are using NetSuite to improve, grow and manage their businesses. Here is part 2 – Enjoy!

In this post we will be looking at US based outdoor living specialists “Thos. Baker“.

Thos. Baker

Opening their “digital doors” in 2004, Thos. Baker started out with the idea of becoming a leading eCommerce based outdoor living retailer in the US. The founder, John Baker, aspired to create authentic, timeless and beautiful pieces of outdoor furniture which could be sold via website,

With a large array of products to offer including fire pits, lighting, rugs, handmade garden furniture and more, Thos. Baker experienced rapid growth, expanding beyond the capabilities of their current homegrown eCommerce platform and Quickbooks.

Thos. Baker Challenges

Whilst managing exceptional growth can become troublesome at times, Thos. Baker had other difficulties that also needed addressing. They had rapidly outgrown their current systems and needed to manage complicated stock with their furniture frames being stored in their Washington based warehouse, cushions delivered from Alabama, umbrellas from California and their fire pits being stored in Tennessee.

With stock being scattered across the US, it made the simplest of orders complicated as well as requiring a lot of manual input to fulfill them. The biggest challenge for Thos. Baker was managing over 250,000 unique SKU’s from over 120 different suppliers without allowing the manual order process to effect the customers experience.

It Was Time To Upgrade To NetSuite

In 2005 Thos. Baker decided to make the switch to NetSuite, dismissing the idea of an on-premise solution and instead opting for the cloud. With a clear aim to manage both current and future growth, Thos. Baker chose to have NetSuite ERP, NetSuite CRM and SuiteCommerce integrated into their businesses operations.

Addressing the main problems, NetSuite provided a simple, seamless customer ordering system whilst managing the more complex, back-end operations such as ordering multiple items from different locations, automating the process & reducing manual time spent processing an order.

NetSuite integrates ecommerce, inventory control, order processing, CRM, financial reporting and other functions in a way that really fits our business needs.

The support NetSuite have provided doesn’t stop at automating order management, some of the other solutions provided are;

  • Thos. Baker maintains fewer than 20 staff but thanks to NetSuite, it provides a consumer experience like a much larger company
  • Offering real time data to provide information such as inventory, customer records and more
  • SuiteCommerce provides a richer eCommerce platform focused on improving the customers shopping experience
  • Providing more accurate data for customers, allowing them to track orders, manage account details, view purchases and more

If you would like to discuss how NetSuite can help your business develop towards the next level, please get in touch and feel free to share your thoughts on this article in the comments below.

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