Creating a Seamless Buyer Journey: Jade Scientific's Webstore Success
About the Customer
Jade Scientific supplies over 100,000 top-quality laboratory supplies, chemicals, furniture, and equipment to a wide range of industries. As a clear leader in the industry, they anticipate client needs and adapt quickly to deliver solutions with exceptional precision.
Overview
Since 1996, Jade Scientific, Inc. has been a trusted supplier of laboratory equipment and chemicals to labs across the globe. Challenges with their online store were causing friction with customers and costing them valuable sales. What was meant to be a straightforward project turned into a frustrating, drawn-out process that left their team searching for an alternative solution.
Customer Experience Challenges
Jade Scientific’s transition to an upgraded online store was proving to be more difficult and time-consuming than expected. Their initial setup was outdated, difficult to manage, and every update took a substantial effort. The original project was supposed to take a year but stalled indefinitely as they attempted to migrate from Site Builder to SuiteCommerce.
Meanwhile, the customer experience was suffering. The checkout process was cumbersome, and buyers were frustrated. Rather than using the online store, customers resorted to placing orders through alternative channels and openly complained about the poor experience. This put unnecessary strain on Jade Scientific’s operations and made it clear that they needed outside expertise to get things back on track.
Finding the Right Partner
Communication challenges with the team working on the upgrade motivated Jade Scientific to explore new directions for the project.
“I escalated several times, we just weren’t getting responses,” said Niki Goward, VP of Operations at Jade Scientific. They had some experience working with outside consultants in the past, but previous engagements had fallen short due to communication breakdowns and a lack of accountability. Jade Scientific needed a partner who could not only fix the technical problems but also provide a structured, reliable approach to project execution.
When searching for a partner to take over the project, Jade Scientific was met with discouraging timelines. Other vendors estimated that a fix would take 1–2 years, but that simply wasn’t an option. Every additional month of delay meant more lost revenue and continued frustration for customers.
Sky High ERP stood out by presenting a clear, well-defined plan that aligned with Jade Scientific’s urgent needs. With a strong track record in NetSuite optimization and SuiteCommerce implementations, Sky High had the right expertise to turn the situation around - fast.
A Swift and Effective Turnaround
As soon as Sky High took over the project, Niki and her team noticed an immediate improvement. Communication was seamless, progress was swift, and the entire team was aligned toward a common goal: getting the webstore up and running properly.
Sky High implemented critical improvements, including:
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Completing the migration from Site Builder to SuiteCommerce
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Optimizing the checkout process for a frictionless experience
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Enhancing the site’s backend for easier updates and maintenance
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Improved the end-to-end customer experience
“It was a day and night difference - we’ve had customers reach out to us and say the website update has been so great, it’s way easier to use, a lot more user-friendly,” said Niki.
Increased Sales and Happier Customers
The results were immediate and significant. Customers who once refused to use the website now embraced online ordering. Jade Scientific experienced a sharp increase in online ordering, proving that a streamlined digital experience was exactly what customers needed.
Niki and her team appreciated Sky High’s proactive approach, ensuring that the project stayed on track even when internal priorities shifted.
“I definitely would recommend Sky High. Overall, Sky High does a great job of trying to keep on task - whether it’s their side or our side. Sky High was very good at keeping in touch with me, proactively asking if there was anything they could do to help and keep things moving forward.”
What's Next for Jade Scientific
Jade Scientific’s partnership with Sky High ERP turned a failing webstore project into a thriving digital sales channel. By delivering a fast, reliable, and customer-centric solution, Sky High enabled Jade Scientific to fully leverage NetSuite’s capabilities - leading to happier customers, stronger sales, and a more efficient business.
With a solid foundation in place, Niki and her team are now looking to continue to optimize their master data as they look toward implementing timely, personalized promotions throughout the system to take the customer experience to the next level.
Want to Work With Us?
For businesses struggling with their NetSuite implementation or SuiteCommerce challenges, Sky High ERP proves that the right expertise can make all the difference.
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