Creating a Seamless Buyer Journey
Jade Scientific, Inc.
Laboratory Supplies, Chemicals & Equipment
Trusted supplier to labs across the globe since 1996
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.
A project that stalled — and customers who felt it.
Since 1996, Jade Scientific 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.
Jade Scientific's transition to an upgraded online store was proving to be more difficult and time-consuming than expected. The original project was supposed to take a year but stalled indefinitely as they attempted to migrate from Site Builder to SuiteCommerce.
Stalled Migration
The migration from Site Builder to SuiteCommerce stalled indefinitely. A project supposed to take one year had no end in sight.
Outdated, Hard to Manage
The initial setup was outdated and difficult to manage — every update took a substantial effort, slowing the team down.
Cumbersome Checkout
The checkout process was cumbersome and buyers were frustrated. Customers resorted to placing orders through alternative channels.
Lost Sales & Strain
Customers openly complained about the poor experience, putting unnecessary strain on Jade Scientific's operations and costing them valuable sales.
A clear plan where others offered only delays.
Communication challenges with the team working on the upgrade motivated Jade Scientific to explore new directions for the project. 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.
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.
"I escalated several times, we just weren't getting responses."
Niki Goward
VP of Operations, Jade Scientific
An immediate improvement — from day one.
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
Completing the migration from Site Builder to SuiteCommerce
Optimizing the checkout process for a frictionless experience
Enhancing the site's backend for easier updates and maintenance
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."
Niki Goward
VP of Operations, Jade Scientific
Customers who once refused — now embracing online.
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.
Sharp Increase in Online Ordering
Customers who previously refused to use the website now embrace online ordering — a direct result of the improved experience.
Frictionless Checkout
The optimized checkout process removed the friction that had been driving customers away and toward alternative ordering channels.
Easier Site Management
The enhanced backend means updates that once took substantial effort are now straightforward, freeing up the team's time.
Customer Satisfaction Restored
Customers proactively reached out to praise the new experience — validating the turnaround and strengthening Jade Scientific's digital reputation.
"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."
Niki Goward
VP of Operations, Jade Scientific
A solid foundation — and more to come.
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.
Master Data Optimization
Continuing to refine and optimize master data to ensure the foundation of the system is clean, accurate, and aligned with the growing business.
Timely, Personalized Promotions
Implementing targeted promotions throughout the system to deliver a more personalized customer experience and drive further sales growth.
The right expertise makes all the difference.
For businesses struggling with their NetSuite implementation or SuiteCommerce challenges, Sky High ERP proves that the right expertise can make all the difference.
Click below to book a free strategy call with our experts to discuss how we can help you get more value out of NetSuite.