As a startup business owner entering a highly competitive field – so to speak – a decade ago, Players Sports managing director Mike Wood had some tough decisions to make. Capital is always limited and its allocation means the make or break of a fledgling business; among the competing priorities were staff, premises, stock and the equipment to make the company run. But the one area where he decided to make an outsized allocation was software – and by selecting a fully-featured Enterprise Resource Planning solution with First Software’s n2, Wood set Players up for success from day one.

It was a decision that has withstood the test of time as the highly successful specialist online retailer provided the foundation upon which two brick and mortar locations has been built.

Players Sports is any sports nut’s mecca. Focusing on cricket, rugby, tennis, netball, rugby league, basketball, football, squash, hockey, badminton, futsal and licensed supporters’ gear it caters to all players’ needs. Expert staff select the best products produced by global brands and used by the world’s top athletes, providing customers across New Zealand with a complete sports shop experience. Physical stores are located in Onehunga and St Johns in Auckland, stocking renowned brands including Adidas, Asics, Nike, Gilbert, Kookaburra, Gunn & Moore, Yonex, Wilson and many more. Players offers a cricket bat workshop with professional craftsmanship and knocking-in services, and racquet stringing services recognised amongst the best in New Zealand. Players Sports is proudly New Zealand owned and operated.

Situation

While it seems every store under the sun offers specialist sporting equipment, the opposite is true. Locating quality items like top end cricket bats or the racquets used by tennis professionals is in fact not that easy. Recognising this ‘it’s right in front of your face but you can’t see it’ gap in the market, Wood established Players Sports in 2012 with the initial intention of building a retail business. “Online was already a thing back then, but not hugely. From the start we were conscious of building a team with the right expertise, and then working out a number of things and trying to fit everything into a budget,” Wood recalls.

“They’re like another staff member for us. Not a day goes by that you don’t hear n2 mentioned”

“One thing we thought important from day one was fully integrated software that could handle everything from brick and mortar through to a website, accounting and stock control all integrated. It seemed like a no brainer even then, and looking back now, it seems so even more.”

ERP, he agrees, was more software than the startup needed at the time. “We engaged with the senior leadership at First Software and they painted the benefits very clearly, explaining that if we wanted to be a one stop shop, we needed one stop software capable of handling it all. Looking back now, I can only imagine the time we’ve saved, the hassle, the energy and the headaches, by choosing software which met our needs then, and still meets our needs precisely even though we are today a greatly expanded business.”

It was, however, not an easy decision at the time. “When you’re starting with a zero sales base, you have to be careful where money is spent. But we knew we wanted to grow and we therefore knew we needed the capacity to scale from the first day – whether into new locations, which we tried, or into an online superstore, which is where we eventually went. All along the way, growth has been easy, seamless and getting things done just a phone call away,” Wood explains.

Solution

Straight out of the gate, Players Sports implemented First Software’s n2 modules including eCommerce Engine, Purchasing and Sales Order, B2B Online, Warehousing, Complex Freight Calculations, Marketplace Integration, Forecasting and Customer/Supplier Integration. In due course, First Software’s NZ Post Integration would be added, accelerating a crucial aspect of fulfilment by improving communication between Players and its logistics provider.

Wood says even in the early days, First Software was (and still is) integral to Players Sports’ operations. “They’re like another staff member for us. Not a day goes by that you don’t hear n2 mentioned in this place, because the software really helps the business hum.”

Flexibility has proven indispensable for the company. When it tried opening multiple retail locations, First Software meant ease of extending systems to those premises. “Over the years we’ve tried different things and taken various risks to see what works. Sure, we’ve had growing pains, but our software wasn’t one of them,” quips Wood.

This included spreading out around Auckland, both in terms of retail premises in Albany and Newmarket, and putting warehousing in different places including a container depot at one stage. “We soon found this didn’t really work, as locating stock became difficult if someone ordered a cricket bat and rugby jersey and these were in different places. It becomes complicated – not from a software perspective, but a physical one.”

An increased focus on online sales combined with consolidation into a single headquarters in Onehunga from which a retail shopfront operates, with one satellite location at the Scarbro Tennis Centre (St Johns). “With 95% of our stock in one place we process orders faster and keep customers happier,” says Wood. “But what stands out from a software point of view is that whatever we tried, whether we expanded out or contracted back in, First Software could do it, fast and without any hassle. Software was never a limiting factor.”

Understanding from day one that every sportsperson wants immersion in their own game, Players Sports split out its site into ‘vertical’ portals for specific sports. “Cricket players don’t want to see basketball stuff,” Wood points out. Wood points out. “So, we have specific sites for Players Cricket, Players Hockey, Players Rugby, and so on, but still offer generic items like socks across them all.”

Behind every portal is First Software. “They’ve made templates that work, which means every time we setup a new portal, it’s rapid and we can tailor the experience for our customers. It means we’re able to specialise and immerse customers in their preferred sport, offer thousands and thousands of products, and achieve amazing efficiency.”

Results

While software plays a key part in powering Players to an organisation offering thousands of products to satisfied sportspeople across New Zealand, there is another aspect about which Wood is equally enthusiastic. “First Software is a trusted partner. Software is one thing; the people who make it work quite another. We’ve received countless respectful and professional suggestions and recommendations over the years which have benefited the business. They understand what we do and how we do it, so they know what we might want and what we need.”

Integration is a big deal too, says Wood. “That’s not only within the different areas of the business, but also out to our suppliers; the word ‘integration’ comes up all the time because by linking all facets of our business, there is no guesswork. We know, rather than assume.”

Finally, he says the feature most valued from N2 ERP is real time data. “It’s gold. A snapshot of the day, the week or the month, is at your fingertips. You can have all the gut feel you like, but when digging into sales analysis, product performance, customer satisfaction, nothing beats accurate to-the-minute information.”

Could Players Sports have done it without First Software? “Maybe,” says Wood. “But the question is, would we want to do it differently? No way.”

Looking for a better way to manage its multi-faceted operation, New Zealand’s sports merchandise business Sportfolio went about things in a very Kiwi way. Digital marketing manager Scott Munro asked business associates for recommendations.

That led him to a discussion with First Software and a closer look at its n2 enterprise resource planning solution. And, just a few months later, Sportfolio was up and running, enjoying the benefits of a fully integrated solution which spans online stores, wholesale and retail operations.

We have everything in one solution.

Founded in 2009, Sportfolio is a sports licensing company dealing in apparel and other merchandise. The first big event handled by the company was the Rugby World Cup 2011, which it followed up with RWC 2015. Its current major projects include Team New Zealand and the America’s Cup, and it has just concluded a licensing deal for the 2019 World Cup Rugby merchandise in the United Kingdom through a subsidiary.

Situation
Munro says Sportfolio’s business model is time limited as its engagements surround events which have fixed dates. “Once an event is over, so too is the business attached to that event,” he explains. “This means we can’t spend a lot of time over decisions; they have to be made fast, because if you’re spending 6 months or a year implementing software, you’ll miss your busiest trading periods.”

Prior to n2, the company used an ‘e-commerce only’ system. “As a master licensee, we specialise in apparel, clothing manufacturing, distribution and sales, right the way through to retail. With the Team New Zealand and America’s Cup, we have both online and brick-and-mortar operations, having opened up two stores in Auckland and a third opening soon as a duty-free store at Auckland International Airport.”

This structure, he says, is what prompted Sportfolio to examine the market for better business software which would encompass online and physical stores in one system. “We could see the limitations of how we were doing it previously, with one solution for e-commerce, another for stock management and so on. It was quite disjointed and that makes managing the whole operation more difficult plus as we get closer to the event sales will scale enormously and we needed a cloud-based system that could cope.”

“We have everything in one solution, with no need to deal with multiple organisations for various software packages.”

Solution
New Zealand is so famous for its ‘two degrees of separation’ that the #3 telco is so-named. Munro put this tried and tested principle to work in search of a suitable solution for Sportfolio’s operations. “We’ve got good friends at Hyper Drive and, after looking at a few options, they suggested we talk to First Software. They did a presentation on the software and how it operates, and it looked like a perfect fit. And it helped that First Software turned out to be a really good bunch of people which is important to us, as if we have an issue, it gets sorted as soon as possible.”

Munro describes the implementation as ‘dynamic’, with the initial setup getting warehouse stock loaded and then the online retail stores established. “This proved really easy. Things like putting in EFTPOS functionality was just a matter of plugging it in; the build took 4 to 6 weeks and the whole thing was up and running within a couple of months of first contact.”

When the first bricks and mortar stores were opened, Munro says rolling out n2 was a similarly simple affair. “You just set up a new branch; it’s seamless and fast, with all the stock managed across online, wholesale and retail operations.”

Results
“n2 has been spot on for us,” Munro confirms. “With the frequency of sports contracts starting and finishing, we make decisions fast and it’s ideal having a software provider which is similarly rapid to respond.”

As an integrated solution, he says managing the business is made simpler. Products are created in n2, automatically sent to Sportfolio’s offshore contract manufacturers, “and we just wait for the stock to arrive.”

With his previous expertise in sales and e-commerce, Munro says he wasn’t too familiar with purchasing, sales orders and stock management – “But with n2, and First Software’s training, learning it was easy. Their team walked us through it and the daily processes make sense in the software.”

Today, he says Sportfolio enjoys visibility across its business, with management able to keep a close eye on stock levels and daily sales performance with regular reports. “Most of all, though, we’ve got a system now which is flexible and contributes to business efficiency. We have everything in one solution, with no need to deal with multiple organisations for various software packages. And that goes back to our finite engagements – we deal with one person who knows our business and gets it done.”

After relying on custom software to run its business for over two decades, iconic New Zealand winter sports retailer Snowentre opted for a complete overhaul by implementing n2 ERP from First Software. As a result of the project, Snowcentre has, in cthe words of managing director Neil Hunt, “Gone straight from the 1990s into 2018”, and is ready for a prosperous future which combines online and in-store sales with ease.

Snowcentre got its start in 1982 as a small ski workshop in Parnell, Auckland. Originally known as Woody’s Ski and Surf, the store became Snowcentre when Hunt purchased it in 1993. It has since grown to become New Zealand’s leading ski and snowboard destination, stocking a huge range of mountain, freeride and freestyle equipment and accessories.

“We’re flexible and nimble to respond to the market and consumer moves.”

Snowcentre also served as the inspiration for sister brand SUPcentre, which provides a complete range of stand-up paddle board products and accessories. SUPcentre, a smaller business, served as a test case for n2 ERP before Hunt decided to implement it at Snowcentre.

Situation
Looking back to the 1990s, Hunt says things started in a very organic fashion: “There were no systems at all, we ran on paper. Eventually, realising we needed something better, we built a system on Microsoft Access to handle what is a fairly unique operation.”

Functionality required included point-of-sale, ‘on-behalf’ sales of second-hand equipment, workshop, rentals and stock management.

And while considerably better than pen and paper, the system had its limitations. For one thing, it wasn’t support by Microsoft, particularly as time wore on. For another, it limited Snowcentre’s ability to adapt to a changing world; it wasn’t a ‘thing’ in the 1990s, but by the present day, the internet is crucial for any serious retailer. “The old system handled in-store stuff brilliantly, but it just wasn’t ‘2018 ready’. We couldn’t integrate our web presence, we’d tried with multiple web companies but couldn’t get it to work. We realised it was time for something more capable.”

Solution
Reinforcing the Kiwi notion of ‘two degrees of separation’, Hunt happened to know the general manager of First Software through a shared passion for snow sports. And while the GM suggested trying n2, Hunt admits to looking elsewhere first. “We looked at a number of potential solutions and even tried one for a year; it didn’t work out, owing to the complexity of our business which spans online and in-store sales.”

It was akin to trying to build a detailed Lego model with Duplo blocks instead of the smaller sized ones; the fit was poor and necessary modifications were either not possible or excessively costly.

“First Software kept saying ‘give n2 a go’, but the concern was it was too advanced for us.”

Persistence won the day, and First Software initially implemented its software at SUPcentre. “We thought, ‘let’s try it in the smaller business first and see what happens,” Hunt notes. “Well, it worked exceptionally well. In fact, it went like a dream and we learned that n2 is not only a solid system, but that it is highly adaptable and can ‘start simple’ before being modified to suit exact and evolving requirements.”

With the decision made to go ahead, he says no time was wasted in executing the implementation. “We started in February this year with the intention of being live on the system ahead of the May start of the season. Now that’s risky and extremely ambitious, because we had to train staff and be ready with an entirely new system and way of doing things, right in our busiest and most crucial time of year.”

The company, says Hunt, just had to trust First Software. But the SUPcentre precedent provided good reason for having faith.

Results
The biggest difference to Snowcentre’s business since introducing n2 ERP can be seen in a very simple, yet highly satisfying metric. “We’ve had one of our best seasons ever. We’ve seen huge growth in people coming through our store,” Hunt confirms.

While it had not previously sold a lot through its online presence, a professional website which is now integrated with its in-store presence, and which provides for ready integration with social media platforms, is credited with driving in-store sales. “You get the whole lot from n2: your website, the POS, stock control. And the website looks professional with all the bells and whistles. In a stroke, it’s brought us years ahead – and when customers go online and see an exciting site, they come instore to buy,” he adds.

What’s more, and a crucial component for a retailer, is n2’s simple integration with Trade Me. “It doesn’t matter if you sell a lot on Trade Me or not, you have to be there so people browsing see your goods and your brand. And n2 makes that simple.”

All stock is now ‘front-loaded’, with data entered only once to appear as inventory for online, in-store and Trade Me listings; n2 ensures a ‘single source of the truth’. “Loading once, rather than rekeying, is important because most of the stock we carry are once-off items with unique SKUs,” says Hunt.

He even credits n2 ERP with evolving Snowcentre’s business model. “It’s changed. We’re more flexible, we’re able to engage with our customers more closely, we have more detailed visibility and reporting on what each customer purchased and when. And that means we’ve started improving customer experiences with targeted marketing.”

In short, Hunt says the introduction of n2 ERP has revolutionised Snowcentre. “It’s given us the ability to run our business more efficiently and better for our customers. We’re able to fully leverage and take part in online channels with no hassle. We can rapidly create sales and, for example, show up in Queenstown or Ohakune with a couple of iPads and sell. We’re flexible and nimble to respond to the market and consumer moves. And First Software has once again proven itself as a trusted partner, especially in getting the system up and running ahead of our busy season.”

When SUPcentre found its online ambitions frustrated by systems which made it difficult to operate across a bricks and mortar store and online, it called in First Software and deployed its cloud based n2 ERP and ecommerce solution over the course of two months. The leading provider of stand-up paddleboards and related accessories today enjoys a fully integrated system which spans its online and retail store operations. That’s not all: the company credits First Software with playing an important role in driving online sales to nearly two fifths of turnover.

SUPcentre started as a sister company to New Zealand’s leading snow sports retailer – Snowcentre – when the owner was introduced to SUP (stand up paddleboarding) he quickly became addicted. The store is in Newmarket, Auckland, and offers a one stop shop for everything SUP with the best brands, range, prices and expertise. Through its online channels, which include Trade Me and direct sales from its website, the company reaches all New Zealand through a nationwide delivery service.

Situation
SUPcentre manager Jeremy Collis says the company realised it needed somewhat gruntier software when it set about linking its existing point of sale system with its website. “We realised that while having a store is great, there is considerable additional trade to be had over the internet. But our business systems just weren’t up to it; there were disjointed components and we had one POS which we tried to attach online, but it just didn’t work properly.”

A workaround involved operating the online sales by manually putting through orders. The upshot of that, Collis explains, wasn’t just the tedium on inputting orders through the till, but also difficulties in managing stock. “That’s an important factor. You want stock, once received, to be made available online. And you also want to be sure that when something is made available online, you actually have it in the storeroom or on the shop floor.”

“With the incoming stock loading straight online, it makes it visible to customers. And that helps drive sales.”

Solution
It was through a rather organic process that First Software came to the attention of SUPcentre – a shared passion for snow skiing, relates Collis. “Alex Petraska and the owner of Snowcentre ski together; in fact, that business is going through the same process of implementing n2.”

What made the cloud-based n2 attractive is its proven strengths in retail and inventory management, directly addressing one of SUPcentre’s most obvious business problems. The solution is flexible, too, and offers POS functionality and the ability to integrate across online and physical premises; it also integrates directly with Trade Me, allowing traders like SUPcentre to bulk upload listings and, as sales take place, easily manage inventory across all three sales points.

Implementing the software, says Collis, didn’t present any particularly thorny problems. “The biggest issue was sorting out existing stock and cleaning up the data relating to it; over the course of a few years, various items had been inconsistently entered into the previous systems under multiple categories, which made the data a bit of a mess. It was all simplified and sorted out and once that was done, the project really flowed quite easily.”

He adds that with its extensive experience in assisting ‘non-technical’ organisations to implement business systems, First Software was easy to work with. “The whole thing took about two months to get sorted.”

Results
Today, up to 40 percent of SUPcentre’s turnover is generated on the internet. Collis says this reflects how important it is to get the online component right; it is also arguably from where the bulk of future sales growth will flow.

He notes that the business would be hard pressed to keep up with that sales growth were it still handling it by manual workaround. “Initial online sales were very small. Now that we’ve been operating with n2 since September 2017, it has absolutely gone crazy, both through our own site and Trade Me. It has really shown how important integration across those three points is if you are going sell online.”

“n2…has really shown how important integration is if you are going sell online.”

Where the labour overhead for those online sales was once ‘huge’ (and therefore wouldn’t have allowed SUPcentre to scale) Collis says it now has a simple process for loading stock, which is made available to online and Trade Me customers. “Our online store is, as a result, a lot cleaner and more professional, and we also have a nice tidy mobile site, which we didn’t have before.”

Thanks to n2, he continues, a fundamental retailer’s mantra is directly addressed: stock sells stock. “With the incoming stock loading straight online, it makes it visible to customers. And that helps drive sales when people see something they might not have thought of at the time, but which pops up when they log on. If they can’t see it, they can’t buy it.”

With the purchase of a business which came with customised logistics software, the new owners of EzyBuild were under the impression that automated administration was part of the deal. When the providers of the custom code threatened to close it down, things were looking bleak – until First Software and its n2 ERP solution were brought into the picture. Within a matter of weeks, complete tracking of logistics was established, with automation across a business system which has Xero handling the financials and n2 ERP everything else.

Located in Warkworth, north of Auckland, EzyBuild Products manufactures innovative items for the building industry.

Situation
Peter Walden says among the business assets was a software system in three parts – Xero, Microsoft Dynamics CRM and a custom component – which provided for complete management of the company. “The custom developed solution handled inventory and logistics management and was hosted offsite. Within a month of taking over the company, the hosting company which also did the development work said a programmer had left and it could no longer support that component.”

Not, agrees Walden, the sort of information a new business owner likes to hear. “This was despite assurances to the contrary received prior to the acquisition of the business,” he notes. “In fact, the previous owners had spent $24,000 just months ago to get assurance of support; they were furious when they learned of this change in situation.”

And so, EzyBuild shifted to a new hosting company at a cost of $14,000. But further bad news was to come in yet another unfortunate example of what can happen when tied into custom software. “This new company then said the connector between Xero and the CRM would require redevelopment at an additional $7,000.”

A sense of inevitability started to set in: under the prevailing situation, EzyBuild was tied into paying exorbitant fees for dubious value. “We really felt like the rug was being pulled out from under our feet. This software component was important in that it allowed visibility of operations and the status of deliveries to clients. But as a small manufacturer, the enormous costs were eating into profitability quickly, threatening the sustainability of the business.”

He says the realisation was that EzyBuild was stuck in a pit, “constantly feeding ‘upgrades’ with money. We decided we needed to find a company for which this is what they do and are good at, rather than relying on poor and ever-changing integrations.”

He therefore set about finding a longer-term solution; a first attempt resulted in further frustration. “We engaged with a competent outfit, but it had little understanding of Xero, which runs our financials very well and which we wanted to retain for that purpose,” Walden explains. “While that company tried, it was ultimately unsuccessful and expensive.

Solution
Reluctant to give up, Walden turned to the internet, seeking a solution which would meet the needs of a wholesale business which also sells in a retail setting. He found First Software and its n2 ERP solution. “From a preliminary chat, First quickly demonstrated an understanding of our challenges,” he says.

Things looked promising, but there were various issues with the hosting company which had to play out.

That took the better part of a painful and expensive – for EzyBuild – five months. During that time, First Software prepared for shifting the data into the n2 ERP system; crucially, it was no problem to implement only those parts of n2 which EzyBuild required, leaving it with the Xero financials it knew and loved.

For a small business, or arguably any business, this is a valuable advantage, says Walden. It could retain what worked while getting rid of the problem areas.

When the time came to do the changeover, the implementation proved a straightforward matter which took just two weeks, one of the fastest that First Software has ever managed. “The process was far less painful than just transferring the original system to a new server when the host decided it wanted to upgrade – that took three weeks,” says Walden. “And believe me, I am in a position to understand the difference between painful and painless.”

Results
What EzyBuild has today in software terms is roughly the functional equivalent of what the Waldens originally got when purchasing the business. “Things are running like they are supposed to,” he says.

“Thanks to n2 ERP, our software systems are operating properly rather than restricting us, which had become the case.”

There’s more to it than that, however. The now-fully cloud solution enables the Waldens to effectively manage their business remotely from any device.

Staff at third party warehouses can log on to n2 ERP in ‘restricted mode’ to despatch orders, without seeing any other n2 functions or company information. Automation is assured, with data passing seamlessly between n2 ERP and Xero with automation of key interrelated business processes keeping each system updated and accurate at all times.

And Walden adds that it is some of the finer details and seemingly ‘little things’ that make a real difference. “Tracking, for example. If a customer calls about their order, I can immediately see the status and advise immediately. Previously, this would require leg work and an eventual call back – and when you have up to five or more of those calls per day, the 10 or 15 minutes saved quickly add up to a quantifiable benefit, in addition to vastly improved customer service. And when you need a packing slip – just pick it up off the emailed invoice and print it off immediately, as easy as that.”

If there is a mistake, or if a customer makes a change to an order in progress, n2 allows for it to be updated, without creating a whole new order. Walden explains that this saves time and money, as every order which goes through the system has a base cost associated. And if stock is out in one warehouse, the system makes it simple to fulfil the order from any of the other locations. “We also get far better financial analysis and visibility of historical sales. We can look up any number of reports and at a glance assess monthly turnover and performance with absolute ease.”

Overall, he says the introduction of n2 ERP has not only delivered the visibility to run the business smoothly and efficiently, it has also removed a considerable ‘pain in the ass factor’ with which EzyBuild had struggled with ineffective systems and support. “These days we don’t have to waste time trying to get business systems working – it just does its job like it should. We have a system which handles our stock better, with a clear idea at any time of inventory and its location. If we have any problems, it is a simple matter of picking up the phone and it gets sorted with the utmost urgency.”

His advice to any organisations which find themselves dealing with expensive vendors and systems that don’t work properly is simple. “Do your research and find someone better. Look for testimonials and be sure that they can do what they say they can. Thanks to First Software, we’ve gone from a really bad unreliable system to one which just does what we want it to. And with a 100 percent increase in sales with no added administrative staff, the value of the system is immense.”

Experiencing rapid growth, a New Zealand importer and distributor of motor vehicle accessories was faced with a difficult choice as its accounting system failed to keep pace: either put up with an inefficient system, or pay an exorbitant amount for an ERP solution which wouldn’t quite fit requirements. However, when RubberTree discovered n2 ERP from First Software, it found a software package which met every need, at a competitive price point, all backed by local service and support. And because of its implementation of n2 ERP, the company managed to grow substantially into Australia without missing a beat.

RubberTree was founded in New Zealand in 2009, importing and distributing car mats and other motor accessories. Since then, it has expanded into Wholesale and Retail Channels in both New Zealand and Australia supplying product for more than 1,700 models of vehicle.

Situation
RubberTree director Brock Mustard says that like many small companies, it started out with an off-the-shelf accounting package. “As we expanded, we quickly outgrew that system and that meant a lot of our business processes were manual, relying on spreadsheets and other point solutions. The limits of this approach were clear, as we were making plenty of mistakes; those glitches ultimately impacted on our ability to accurately meet customer demand for our products,” he explains.

There is no shortage of ‘ERP-style’ solutions available for the small to mid-market, says Mustard, but what held RubberTree back was the outrageously high prices of most of the solutions which might meet its needs. “We got some eye-watering numbers from the IT providers; we were looking at close to a hundred thousand dollars to transition from a system which was costing a hundred bucks a month.”

That, he confirms, is a ‘quite scary’ prospect for any small business as it consumes capital which could be used more productively elsewhere. There was also the niggling doubt that came with these systems: “A lot of the questions we posed around functionality would be met with ‘ums’ and ‘ahs’. When you’re looking at investing that much money, this isn’t really what you like to hear.”

Solution
Because of this experience, RubberTree kept looking for something which would not only meet its budget, but more importantly, meet its requirements for import, distribution and retail. “An acquaintance suggested First Software, so I gave them a call. I’m glad I did, because they immediately blew me away,” Mustard enthuses.

That’s because First Software had no hesitation in answering all RubberTree’s ‘want list’ with a resounding ‘yes, we can do that’. “We’d done a lot of research into what we needed, so our requirements specifications were quite clear. First Software had no difficulty in understanding our business model and their people demonstrated that they knew exactly what we were after.”

And Mustard says being able to speak directly with the developers is of immeasurable value. “You can quite literally sit and have a coffee with them, have a chat and they show a willingness to learn the details of your business and what will work for you. The big boys and offshore companies just can’t deliver this level of engagement or understanding of a small but ambitious local business.”

What stood out further in the initial engagement, adds Mustard, was First Software’s effort to understand business processes and recommend improvements to workflows. “Most of the suggestions for features we wanted, we discovered they had already done within their existing client base. That meant there was nothing we wanted that n2 ERP couldn’t do.”

Results
Mustard points out that, even though a relatively small business, RubberTree’s diverse operations means it has complex requirements. “Implementing enterprise software isn’t easy and there will be issues; that is inevitable. However, these were mostly related to change and we had recognised that our system was not coping, so change was essential.”

It was a case of ‘rip the band-aid off and get the surgery done’; “If we stayed with what we had, it was not going to get better.”

It is coming up for a year since that exercise and while Mustard says the first two months were challenging as issues were identified and ironed out, the business has experienced a transformation which has allowed it to expand into the Australian market. “It’s amazing, really. Where we had a lot of manual processes and multiple databases to track of our SKUs , everything is now brought into a single solution. Every item can be tracked with ease from point of origin to our customers.”

“It’s amazing, really. Where we had a lot of manual processes and multiple databases to track of our SKUs , everything is now brought into a single solution. Every item can be tracked with ease from point of origin to our customers.”

Orders are streamlined, with thousands of emails now consolidated into a workflow which has one entry into the system which automatically drives the process through dispatch, printing a packing slip with a barcode and integrated directly with the courier’s systems. “There is no more manual data entry, so errors are practically eliminated. When the products arrive at our customers, the barcode is scanned and an invoice automatically sent. Within one system, invoicing, dispatch and tracking is easily handled.”

The system has ‘changed our lives’, says Mustard. “It has reduced mistakes by a massive level; since implementing the software, we have taken on some major customers in Australia – car dealerships – and without First Software, this just wouldn’t have been possible. I don’t know how we would have fulfilled our supply agreements with those customers without a rigorous business system.”

N2 ERP, has therefore, enabled RubberTree to scale its business up. “We’re pretty fortunate that we found the right system at the right time and invested in it before we hit a steep growth curve. The software has enabled us to scale at a faster rate and with the same number of staff members,” Mustard says. “And because n2 ERP is used by some pretty large organisations – like Forman Building Systems – we’re confident that it will meet our needs no matter how far RubberTree continues to expand.”

Source: This article was originally sourced from First Software

When one of New Zealand’s fastest growing retailers started to reach the limits of its ability to manage its vertically integrated operations with basic software tools, it looked for an enterprise resource planning solution capable of handling everything from import and warehousing, through to point-of-sale and ecommerce integration. PK Furniture found the answer in the locally developed n2 ERP, the solution from Auckland-headquartered First Software – and has transformed its business while opening a lucrative online sales channel.

Founded in 2010, PK Furniture is ‘the price killer’, with a goal of providing customers in New Zealand with the lowest prices and best quality goods manufactured in China and locally. The company manufactures, imports, warehouses, distributes and retails a wide range of lounge, bedroom, dining and outdoor furniture and accessories, and has quickly become a favourite for quality and value. From a single store, which opened in Manukau, PK Furniture has grown to 17 outlets across the North Island.

Situation
Initially a warehouse and a single store, PK Furniture approached its technology much like any other small business would: spreadsheets and point solutions were sufficient to manage the operation. However, with the style and value of its products capturing the Kiwi imagination, challenges soon surfaced as the business started to scale.

GM at PK Furniture Stephen Salmon explains: “One of the major disadvantages we were experiencing is that each store would operate as a separate instance from all the others, while the warehouse was not linked to any of them. This caused an escalating issue where stock control was difficult, and with scale, becoming impossible.”

From a financial control perspective, the limited systems meant orders from the stores would come into the warehouse manually. The stock would be identified through a process no more sophisticated than sending someone to look for it, and then dispatched to the appropriate location. In terms of accounting, data would be manually collated and keyed into a basic software package.

“This meant there was no real way to see a profit and loss for each store; all reporting required manual entry of information into spreadsheets,” says Salmon. “Those within the business were under no illusions – it was obvious that better systems were required as there was pressure from the stores, where ordering and in-stock queries were causing delays in customer service. The struggles with the website and difficulty of managing stock – with daily, manual stocktakes – made this apparent,” Salmon adds.

Then there was the company website. “The website had largely gone stagnant as it was completely isolated from any other systems in use at the business; eventually, it merely reverted to a ‘placeholder’ page as it was simply too difficult to do anything else with it,” Salmon relates – despite ecommerce being a preferred method of shopping for growing numbers of New Zealanders. “The website, really, was the catalyst; we realised this was a massive lost opportunity and we had to do something about it and the rest of the business at the same time.”

The quantity of goods involved provides an indication of the scale that PK Furniture had reached; the company handles more than 60 container loads of goods every month.

Solution
It had been obvious to PK Furniture’s operations manager that a more sophisticated, integrated system was necessary to take control of the business, establish a viable ecommerce presence and set it on a path for future growth. But the difficulty the business faced was finding a solution which would cater to its vertically-integrated structure and provide a fully-integrated, efficient and scalable platform for continued growth ambitions. “The key word is integration. We had a business where no one part was talking to any other part.”

Salmon says there was no shortage of suitors for PK Furniture’s business. “All the major vendors had approached, but it proved difficult to find one capable of delivering against our requirements. Some had warehousing, some had point of sale (PoS), some had ecommerce but separate accounting. Having experienced isolated systems, nothing but integrated would do – and that had to be at a realistic price and project timeframe, too.”

It was, he adds, “really difficult to find a vendor that does import, warehousing, distribution, ecommerce and retail, and does it well.”

That is, until the company quite by chance discovered First Software and its n2 ERP. “This was remarkable. Here was a vendor on our doorstep, with local developers, which met all our requirements. We got them in and couldn’t believe our luck: First Software could do it and they could do it at the right price, too.”

Salmon says the engagement required a complete overhaul of procedures, policies and even company culture – moving from manual, time consuming and error prone processes – and PK Furniture rapidly learned that it had a partner it could depend upon. “From an accounts perspective, everything changed with the automation introduced with n2. The mindset had to change, particularly with the integration which sees product entered only once in the warehouse, then carrying right through to PoS. The website, suddenly, was an integrated component, again drawing on a single stock record, while all products can be rapidly and easily made available online.”

A major amount of work went into preparing for the implementation and verifying data integrity, but at the time of going live, it was a matter of an overnight update. “Before the go-live, First Software had done the work with templates, migrating and checking data for integrity, so that aspect went smoothly,” Salmon adds.

He has praise for the First Software team, pointing out that throughout the engagement, PK Furniture has enjoyed direct access to the developers at any time of the day and night. “This sort of interaction and attention would be unheard of from an international vendor. With First Software, it’s just part of the service.”

Results
So dramatic is the difference between barely functioning with clogged manual systems, to an integrated company-wide ERP solution, that Salmon describes it simply as ‘stepping into the light’.

Perhaps most remarkably, equipped with a system which allows easy integration with an ecommerce channel, PK Furniture’s website has gone from zero, if not to hero, then to a multi-million turnover.

“This is unprecedented as it was achieved at practically no additional cost. I’ve seen major retailers relaunch their websites, with price tags upwards of $500,000, and seen hardly any sales for weeks. We had our first online sale within an hour and within a few months, the online turnover has become as big as that of a major store,” Salmon enthuses.

“I’ve seen major retailers relaunch their websites, with price tags upwards of $500,000, and seen hardly any sales for weeks. We had our first online sale within an hour and within a few months, the online turnover has become as big as that of a major store.”

This, he adds, would not have been possible without n2 ERP. “With this system in place, the visibility and ease of stock management, reporting and ability to expand to new branches, we are ready to continue not only growth, but also a drive to improved profitability.”

That growth, he adds, is forecast at 10 percent for in-store sales, with an anticipation that online sales will double. “People like the convenience of checking out goods in store, then ordering online for delivery. That absolutely depends on an integrated system, so what they see in store, is available online. If there is a misalignment, forget about it,” Salmon notes. “Some months in some stores, we are doubling sales – this just wouldn’t have happened without this system.”

He also points to n2 ERP’s Trade Me integration as a powerful tool to drive sales. “With a few clicks of a mouse, we will be able to list our entire catalogue on Trade Me, reaching just about everyone in New Zealand who is looking to buy, and at no cost.”

From a reporting perspective, financial and stock control is vastly improved, with the ability to monitor performance daily, while the warehouse has gone from ‘system-less’ management to a situation where knowing exactly what is in stock – and where it is held – is a matter of a few mouse clicks.

That’s accelerated performance across the supply chain, with an effect which customers feel at the PoS – orders are processed more rapidly and without onerous paperwork or back and forth. And as soon as something is sold, whether online or at PoS, the transaction reverberates across the supply chain: n2 ERP updates the financials, the warehouse, store and online inventory, all automatically.

“The magnitude of the change is quite hard to describe; frankly, even more hard to understand is how we managed for 5 or 6 years without an integrated system. Now, n2 ERP is doing everything we have asked and required of it – but even so, we know that this is just the beginning and it is capable of so much more. Every time we ask First Software ‘can it do this’, they answer, ‘Yes,’” Salmon concludes.

Source: This article was originally sourced from First Software

When a distributor of information technology solutions sought an integrated enterprise resource planning (ERP) solution which would span it’s online and on premise operations, it found the ideal system in First Software’s locally-developed n2 ERP and ecommerce solution. Following an implementation which took just 10 weeks, SnapperNet has benefited from the new system from day one, says managing director Richard Paul.

“With n2 ERP, our operations have become considerably more efficient, with no need to re-key data between disparate systems,” Paul confirms.

In business for over 16 years, Snapper Network Distributors Ltd (SnapperNet) is a New Zealand owned and operated company distributing a range of data communication products via a nationwide network of value added resellers and system integrators. With a strong emphasis on service and technical support, SnapperNet consults on a wide range of networking and communication products and applications.

Situation
Like many growing businesses, SnapperNet initially started with several basic systems to manage various aspects of the company’s operations. “Previously, we had an accounting system and inventory system, and then the website running online sales separately. We built some middleware to make the systems talk to each other and synchronise, and then we also had some parts of business which were essentially being run with spreadsheets, which included the costing of international orders, currencies and freight,” Paul explains.

While these systems performed well enough, over time it became clear that there was opportunity for improvement. In the distribution game, where margins are thin and competition is hot, efficiency can mean the difference between winning and losing.

Moreover, adds Paul, effective internal systems can have an impact on customers – in this case, the resellers which SnapperNet serves. “While there are certainly cost savings which come with efficiencies, the real reason we needed to improve our systems is to service our resellers better. By eliminating double-handling of data, there is less room for error – and for us, customer service is all about doing the little things right and taking any frustration out.”

Solution
The genesis of SnapperNet’s eventual choice of n2 ERP goes some time back and Paul confirms that in making the selection, the company left no stone unturned. “Our journey towards this system started five years ago; we did a lot of research and met with a lot of software suppliers,” he says.

What impressed him most out of all the available options was that First Software is a local company, which understood what SnapperNet was after from the very first meeting. “I could tell that they weren’t going to shoehorn us into a solution that may fit other businesses but not ours, then hit us with a whole lot of customisation afterwards,” Paul notes.

n2 ERP is a fully integrated cloud ERP solution specifically designed for retailers and distributors, and offers functionality which spans procurement, inventory, sales, ecommerce and accounting.

As such, says Paul, n2 ERP was the closest fit ‘out of the box’. “Once we engaged more seriously with First Software, we were further impressed with the effort they were prepared to put in to configure the system to accurately address our needs from the first day of operations. I don’t think we would have enjoyed that level of attention from the bigger software vendors.”

Results
With a single solution, which integrates its online ecommerce with back end systems, Paul says SnapperNet has gained a performance boost. “Most noticeably, we’ve found that the warehouse, which is the centre of our universe, runs more efficiently. There is less chance of stock discrepancies, the double keying of data was eliminated so we’ve saved time – and that includes order entry and product information for our website – and operations are streamlined with just one place where information is put in,” he relates.

“Most noticeably, we’ve found that the warehouse, which is the centre of our universe, runs more efficiently.”

As is routinely the case with an integrated system, Paul confirms that reporting is improved; there is comprehensive reporting built into the system, and he says the company is in the process of examining how it can maximise the value from improved information access. “However, what we’ve noticed immediately is that n2 ERP has good real-time dashboards for on the fly access to information without having to dig too deep.”

The new system has been in place since August 2016 and Paul says there are plans for further development, such as around how software license renewals, which SnapperNet distributes, are handled. “That will be something new for First Software as well, but what we’ve quickly come to appreciate is that if anything needs doing, we just ask and it is no trouble at all. From experience, that’s pretty rare.”

He also says there is work underway to integrate its systems with those of suppliers to create an extended supply chain, while also providing self-help for resellers.

“Overall, the process of implementing and getting this system up and running has proven far less daunting than expected. Most importantly, we’re benefiting from a system which has created a range of efficiencies and that was all done with minimal disruption to us and our resellers,” Paul concludes.

Source: This article was originally sourced from First Software

Understanding that satisfied customers lead to repeat business, tyre retailer Hyper Drive and Hyper Ride has implemented First Software’s N2 ERP solution to create ultra-efficient business processes that deliver customer delight.

Hyper Drive sells at fits tyres, wheels, car alarms, car audio and other car accessories online and from its superstore in Penrose, Auckland. Hyper Ride sells action sports gear, including snowboards, wakeboards, surfboards, clothing, footwear, cameras and bike gear exclusively online.

Situation
Initially, proprietor Simon Furness’s goal was to have a centralised, efficient software system to accurately control stock. “We sell across the counter, on our website, over the phone and on Trade Me,” he says. “We wanted all areas of the business to be integrated so that no matter where we sold something, it would be taken out of the system.”

First Software came on board in 2010, implementing the N2 ERP solution and integrating the existing e-commerce websites. Recognising the advantage of single-sourced IT, Hyper entrusted First Software with development of the next-generation websites too.

Furness describes this process: “It’s been a bit revolutionary, really, because it’s enabled us to do all these things that we weren’t able to do with our existing software.”

Three years ago, Hyper began the process of live integration with its suppliers, providing for visibility of real-time inventory levels across the supply chain from within its own system. This would provide the ability to take its customer service and satisfaction levels up a notch, as Furness explains. “If someone comes in wanting four particular tyres and we don’t have them in stock, we can look on our screen and see they’re sitting in the supplier’s warehouse, and we can get them within an hour.”

Supply chain visibility would also deliver more choice for customers. Every tyre has a different width, profile, rim size, speed and load rating; by developing a data integration feature which allows entry of license plate information into the website, which presents every available tyre option, price and supplier for a particular vehicle, Hyper will be able to further impress its customers.

Solution
The devil is always in the detail with software integration projects, agrees First Software general manager, Alex Petraska. “It’s taken a lot of work in the background to get Hyper’s supplier integration working well, but it results in an amazing range and service for the customer,” he notes.

The ERP system is at the centre of the company’s operations, with Trade Me auction listings and orders fully automated via N2.

Unique for a type supplier, Hyper also drop-ships, adds Furness. “We don’t stock the goods here, but through our system we know which supplier has them, so we sell them from our website and ship it directly from that supplier.”

Implementing N2 ERP has made life easier at the back end too – previously staff would manually re-enter web orders into two separate systems for processing (POS and courier system), but N2 has fully automated this process.

Results
“N2 has been quite a game-changer for us,” says Furness, noting that thanks to its robust ERP system, the business has grown from selling 20,000 to 100,000 products online, with Hyper processing thousands of orders every month without any change in staff numbers.

Integration with suppliers and the instant availability of detailed information means the ability to rapidly respond in a fluid market. “The biggest thing is that N2 has helped us be responsive. You have massive variations in prices, every week, every day, so it’s enabled us to be right up to speed with all those changes,” Furness notes.

Like many web projects, the Hyper websites are frequently being developed to keep up with new technology and market shifts – they’ve recently deployed dedicated mobile websites to improve customer experience and stay high in Google’s search rankings.

Petraska says Hyper has made a considerable investment in its business systems over the past five years and is reaping the rewards. “The N2 ERP has become a platform that allows growth in business, more products and more sales – and all without adding more staff, because everything’s optimised.”

With future plans to open additional bricks-and-mortar locations to complement the Hyper Drive website, and slowly establishing a presence in the Australian market, Furness says a high performance ERP solution is a foundation for growth. “And by the end of 2016, our target is that we won’t deal with any suppliers who aren’t integrated with N2,” he adds.

There is little that isn’t possible with the flexible N2 solution and the dedicated team which stands behind the ERP system. “We dream up what we want to do and First Software delivers it; nothing is ever a problem,” Furness concludes.

Source: This article was originally sourced from First Software

Seeking to establish a leading edge multi-channel retail sporting goods business targeting serious buyers of equipment for cricket, rugby, rugby league, netball and hockey, entrepreneur Mike Wood had specific ideas in mind. He wanted to leave behind the ‘old-school’ retail model, where ‘gut feel’ guided purchasing decisions, and instead base his business on accurate, real-time data and a single integrated business solution.

It was, he says, a big call for a startup to take on the New Zealand sporting goods retail market and he wanted to lay solid foundations on which he could build a sustainable business equipped for future growth.

What he didn’t want was to follow the usual model of cobbling together an array of software packages delivering purchasing, stock control, retail POS, financials, and e-commerce websites.

A single platform geared to perform
“I wanted Players Sports to be able to react to market changes immediately, and I wanted good local support that would allow us to make software changes that had a positive effect straightaway,” Wood notes.

“I found most ERP (Enterprise Resource Planning) systems could cope with financial and supply chain planning, but had problems when it came to integrating retail business applications and e-commerce websites, the solution we went with resolved all these concerns.”

Wood knew of a like-minded sporting goods retailer, Sprint Fit (www.sprintfit.co.nz), which had been established 18 months earlier and was making great headway. He was intrigued to find that Sprint Fit was established by First Software to showcase its ERP and e-commerce platform, so he made contact and went to have a look.

What he saw made it an easy decision to go with First Software’s cloud-based N2 ERP with embedded e-commerce, as it offered the single business platform he was looking for.

Results driven by data
Wood explains that N2 ERP provides real-time data and a high degree of granularity. “We can tap into information for any time period, category or brand, web sales, and store sales. This enables us to buy smarter. In shoes, for example, we have a footwear buying matrix that tells us which sizes are the most popular. Quite often your gut feeling is wrong and just doesn’t stack up with the actual figures.”

This is essential, he notes, because “You make your money when you buy well. This is the key to survival and success in retail.”

N2 ERP allows Players Sports to support its physical retail functions anywhere – for example, the company sponsors Auckland sporting events and operates “pop-up shops”, using just a laptop and an EFTPOS unit.

The company also operates a repair workshop at its Newmarket store, and is able to provide instant quotes at the point of sale.

Ready to grow
Three years on, Players Sports has developed a thriving multi-channel retail business, with online sales comprising the majority of the company’s turnover, and consideration being given to opening a second store to join its Newmarket, Auckland location.

Wood expects this to be a painless process from the ERP perspective.

“We were clear we didn’t want multiple systems so that, as we grew, we didn’t have to make major system changes, rip things apart and start again. We found that with N2 ERP it was all there, and it’s constantly improving.”

What’s more, over the course of the past several years, he says a relationship of trust has emerged. “The core thing for us is the support and general retail knowledge from First Software goes beyond the technology itself.”

Source: This article was originally sourced from First Software