99%
faster order & refund processing across marketplaces
100%
real-time traceability for shipping & returns
75%
fewer support queries via automation
About
Client
Business
Brand Insights
Signal Brand is a worldwide e-commerce platform that allows several fashion brands to conduct their operations both digitally and through physical stores.
Store Presence
The company operates across multiple online marketplaces and maintains a broad online presence. It also runs physical retail stores exclusively in New Zealand.
Operational Challenges
The client faced delays in syncing orders and shipping data across systems, lacked an automated refund process, and relied on manual workflows that limited scalability and increased error rates.
Our Solutions
Our team implemented a tailored NetSuite solution integrated with Celigo and Omnivore to streamline orders, shipping, and refunds while improving visibility and reducing manual tasks.
Centralized Marketplace Order Sync
Orders from marketplaces such as Amazon AU, The Iconic, Catch, and The Dom are captured via Omnivore and auto-synced to NetSuite for smooth processing.
Automated Acknowledgments
Order references are sent back to Omnivore from NetSuite in real time, improving communication between systems.
Real-Time Shipment Updates
Fulfillment and tracking data from NetSuite are pushed to Omnivore to keep customers informed with live status updates.
Refund Automation via Google Sheets
A simplified Google Sheet-based tool allows CS teams to request refunds, which Celigo uses to automate NetSuite return processing and update the status back to the sheet.
Challenges
Solving inefficiencies in managing multi-channel order and refund operations.
High Manual Dependency
Manual order, shipment, and refund handling caused delays, errors, and limited scalability.
Lack of Real-Time Sync
No automated syncs led to outdated order data, affecting customer satisfaction and response time.
Complex Refund Workflow
Spreadsheet-based refunds caused traceability issues, slow resolutions, and increased support team workload.
Results
The NetSuite and Omnivore integration powered by Celigo significantly enhanced automation, accuracy, and scalability.
End-to-End Automation
Marketplace orders and refunds are now processed automatically in NetSuite with minimal manual involvement.
Real-Time Visibility
Shipping statuses and refund updates are synced instantly, improving both internal workflows and customer experience.
Operational Control
The NetSuite dashboard provides live insights into order health, enabling proactive management and reduced response times.
Improved Delivery Accuracy
Integrated order processing between Omnivore and NetSuite has minimized human errors and enhanced on-time delivery rates.
