Customer Background
Water Creation is a leading innovator in the premium bathroom fixtures and kitchen products industry. Renowned for its commitment to quality and cutting-edge design, Water Creation delivers exceptional products that blend functionality with elegance. Serving both residential and commercial markets, the company is dedicated to providing top-tier solutions that enhance living spaces and meet the highest standards of craftsmanship and customer satisfaction.
Business Outcome
We discovered they were only using 20% of their NetSuite investment. Through strategic diagnostics and comprehensive implementation, we unlocked the full platform—delivering 52% faster customer service, weeks-to-days demand planning, and #1 Google ranking.
23%
Profit Margin Increased (YoY)
52%
Faster Average Handle Time
100%
Netsuite Utilization
#1
Ranked
on Google
The Challenge
Underutilized NetSuite and Disconnected Operations
Water Creation had invested in NetSuite but was only using basic accounting and orders—leaving thousands of dollars of capability sitting unused. They didn't even know what modules they owned. We didn't just implement—we transformed their entire operation.
As a premium bathroom vanities e-commerce business, Water Creation needed sophisticated operations management. Their implementation by their previous service provider had been inadequate, and an individual consultant maintaining the system lacked comprehensive ERP expertise. The result: massive underutilization and manual Excel processes everywhere.
Poorly Implemented NetSuite Foundation
The previous service provider's implementation left Water Creation using only accounting and basic orders—they had no idea what modules they actually owned or how to leverage the platform's full capabilities.
Lack of ERP Expertise
An individual consultant maintaining the system wasn't familiar with what ERP could actually do, leading to continued underutilization and missed opportunities.
Fragmented Customer Service
Customer service operations were scattered across email and Google Forms with no centralized case management, resulting in slow response times and inconsistent service quality.
Excel-based Demand Planning Chaos
Demand planning relied on complex Excel processes with constant importing and exporting data to/from NetSuite—a time-consuming process taking weeks.
Manual Inbound Shipment Tracking
All purchasing and inbound shipment activities were managed in Excel spreadsheets outside NetSuite, creating data silos and inefficiency.
Decentralized Product Information
Product data was scattered across systems and spreadsheets with no single source of truth, causing pricing inconsistencies and inventory management challenges.
Underperforming Shopify site
Their e-commerce site looked unattractive, didn't reflect their premium brand, and suffered from poor performance and SEO.
The Solution
Complete NetSuite Transformation + Shopify Excellence
Leveraging James's background as a former SAP employee and deep ERP expertise, we conducted a comprehensive health check, unlocked their unused NetSuite modules, and systematically transformed every aspect of their operations—from customer service to demand planning to e-commerce.
Phase 1: NetSuite Diagnostic & Foundation
Comprehensive Health Check and License Review
We conducted a full diagnostic of their NetSuite implementation, reviewed all purchased modules and licenses, and identified exactly what capabilities they were paying for but not using.
NetSuite CRM Case Management Implementation
Consolidated fragmented customer service operations from email and Google Forms into NetSuite's CRM case management system, creating a centralized, efficient workflow.
Demand Planning Module Deployment
Implemented NetSuite's Demand Planning module to replace Excel chaos, streamlining the entire process from demand calculation to purchasing—all within NetSuite.
Inbound Shipment Solution
Consolidated all purchasing and inbound shipment activities within NetSuite, eliminating Excel operations and creating full visibility into the supply chain.
Centralized Product Information Management
Made NetSuite the single source of truth for all product data, ensuring consistent and accurate information across all channels for competitive pricing and high profit margins.
Phase 2: Shopify Transformation & SEO
Complete Shopify Site Redesign
Transformed their underperforming site from unattractive and slow to a beautiful, high-performing e-commerce platform that reflects their premium bathroom vanities brand.
Performance Optimization
Leveraged advanced Shopify features to dramatically improve site performance, loading speed, and user experience.
Strategic SEO Implementation
Implemented comprehensive SEO strategy that achieved #1 Google ranking for key product searches.
High-growth Sales Channel Creation
Turned an underperforming Shopify site into a high-growth sales channel driving significant revenue.
The Result
From 20% to 100% NetSuite Utilization + E-commerce Excellence
The comprehensive transformation delivered measurable improvements across every aspect of their business. Water Creation now operates on a fully integrated, efficient platform that supports their premium brand and drives growth.
Customer Service Excellence
52% faster average handle time
NetSuite CRM case management system dramatically improved response times and service quality
Centralized operations
All customer service activities now managed in one system with full visibility and tracking.
Improved customer satisfaction
Faster, more consistent service delivery enhancing the premium brand experience.
Operation Efficiency
Weeks to days demand planning
Automated demand planning module reduced timeframe from weeks to days, enabling faster response to market changes.
Eliminated Excel chaos
All operations now within NetSuite—no more manual import/export processes or spreadsheet management.
Complete supply chain visibility
Inbound shipment solution providing real-time visibility into purchasing and inventory.
Single source of truth
Centralized product information ensuring pricing accuracy, competitive advantage, and high profit margins.
E-Commerce Growth
#1 Google ranking achieved
Strategic SEO implementation delivering top search visibility for key product categories.
High-growth sales channel
Transformed underperforming Shopify site into major revenue driver.
Premium brand positioning
Site now reflects the elegance and quality of their bathroom vanities.
Enhanced user experience
Improved site performance driving higher engagement and conversion rates.
Strategic Impact
100% NetSuite utilization
Now leveraging the full value of their ERP investment instead of just 20%.
Scalable foundation
Integrated operations platform supporting continued growth without adding complexity.
Data-driven decisions
Real-time visibility into all aspects of the business enabling smarter strategic decisions.
Competitive advantage
Efficient operations and accurate pricing contributing to strong profit margins.
Technology Stack
