Celigo > Case Studies > Improving Customer Experience and Order Efficiency: A Case Study on enviolo

Improving Customer Experience and Order Efficiency: A Case Study on enviolo

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Automotive

Applicable Functions

Procurement
Warehouse & Inventory Management

Use Cases

Last Mile Delivery
Personnel Tracking & Monitoring

Services

System Integration

About The Customer

enviolo is a company based in Amsterdam, Noord-Holland that supplies bicycle manufacturers with stepless and automatic shifting bicycle parts incorporating the revolutionary NuVinci technology. The company's technology allows cyclists to focus less on changing gears and more on their surroundings. enviolo is a division of Fallbrook Technologies Inc and operated under the name “NuVinci Cycling” up until December 2017. The company is committed to providing an excellent, easy experience for bike shops and mechanics to order parts directly. They use Shopify to host a B2B storefront and NetSuite as their ERP to serve as a centralized source of information about customers and orders.

The Challenge

enviolo, a supplier of innovative bicycle parts, was facing a significant challenge in managing their order processing and customer experience. They had a dedicated team monitoring their Shopify store, but the team was manually processing all orders, regardless of size. This process involved copying and pasting each order from the Shopify storefront into NetSuite for fulfillment. Additionally, new customer profiles had to be created twice, once in Shopify and once in NetSuite, which was also done manually. This resulted in a delay in visibility on the availability of parts, leading to slow, inefficient, and error-prone fulfillment of orders. The manual process was not only tedious but also affected employee morale and productivity. The company was looking for a solution that would seamlessly integrate their systems and improve their backend process.

The Solution

The solution to enviolo's challenge was integrating their Shopify and NetSuite platforms. However, they needed a solution that didn't require a developer to maintain and wouldn't involve months of building an ad-hoc integration. The consultant developing the Shopify storefront recommended Celigo, an industry-leading integration platform. With Celigo's Shopify-NetSuite Integration App, enviolo was able to quickly sync their orders between NetSuite and Shopify. This automated the order-to-cash process and provided the team with real-time visibility into their inventory levels, order status, and payment status. The company is also planning to integrate with Zendesk to further enhance customer support. By integrating it with their ERP, they will be able to see customers’ info, order history, and questions all in one place.

Operational Impact

The integration of Shopify and NetSuite through Celigo has played a key role in enviolo’s ability to scale and efficiently manage the business. The company has become quicker and more accurate in its operations. The integration has also freed up staffing resources, allowing team members who used to manually process orders to engage in more meaningful work that better impacts the company's bottom line. The company is now prepared to win the customer experience competition with integration. The ease of use and the ability to set up complicated integrations with Celigo has been a game-changer for enviolo.

Quantitative Benefit