About the Client
The client sells online through BigCommerce, a leading e-commerce platform for building and managing online stores, and manages its back-office operations in NetSuite. As orders grew, keeping the store and the ERP in step by hand was slowing fulfillment and leading to mistakes.
The Challenge
With the store and the ERP disconnected, the team faced three problems.
Manual Data Entry
Every BigCommerce order had to be entered into NetSuite by hand, which led to frequent errors and processing delays.
Inventory Mismatches
Keeping inventory consistent across both platforms was difficult, which led to overselling or underselling.
Delayed Order Processing
Manual work slowed down order fulfillment, which affected customer satisfaction.
The Solution
LST Consultancy built a BigCommerce NetSuite integration that automates the flow of data between the online store and the ERP. Using API connectors, custom scripts and workflows, it handles five key areas.
BigCommerce store
Orders, payments and refunds
- Order #104823 items · CardPaid
- Order #104831 item · ExpressShipped
- Order #104842 items · PayPalPaid
- Order #10471Return · 1 itemRefunded
API connectors, scripts and workflows
- Field mapping
- Validation
- Error handling
- Monitoring
Oracle NetSuite
Orders to cash, in sync
- Sales ordersCreated automatically
- InventoryMismatches under 1%
- Payments and shippingStatus and tracking numbers
- RefundsReflected in financials
Automated Order Syncing
Orders placed in BigCommerce are created automatically as sales orders in NetSuite, with no manual entry.
Real-Time Inventory Sync
Inventory levels stay consistent across both platforms, reducing stock discrepancies and overselling.
Customer Data Integration
Customer names, addresses and contact details sync between systems to keep records accurate.
Payment and Shipping Updates
Payment statuses, payment methods and shipping details, including tracking numbers, sync automatically.
Seamless Refunds
Refunds processed in BigCommerce are reflected directly in NetSuite’s financials.
How We Delivered It
We used an Agile approach across five phases.
Requirement Gathering
We identified the key fields and data flows between BigCommerce and NetSuite.
Design and Planning
We designed the integration framework and defined the key data mapping fields.
Development
We built the integration using API connectors, custom scripts and workflows to sync data.
Testing
We ran detailed tests to confirm data accuracy and process efficiency.
Deployment
We launched the solution and monitored performance to optimize it further.
The project team included a project manager, business analyst, technical architect, developers, QA testers and IT support, covering everything from requirements and architecture to testing and post-launch support.
Obstacles We Overcame
Store-to-ERP integrations have familiar sticking points. Here’s how we handled each one.
Data discrepancies
Challenge- Inconsistent data between BigCommerce and NetSuite could cause errors in orders, inventory and customer information.
How we solved it- Real-time data synchronization, plus regular audits to verify accuracy across both platforms.
Technical compatibility
- Challenge
- Different technology stacks and API limitations could get in the way of a seamless integration.
- How we solved it
- A thorough assessment of API capabilities, the right integration tools, and middleware where needed.
Complex business processes
- Challenge
- Complex workflows don’t always map neatly between systems.
- How we solved it
- Business analysts documented and analyzed existing workflows, so the integration fit the client’s unique processes.
User adoption
- Challenge
- Teams can be slow to adopt new systems and processes.
- How we solved it
- Comprehensive training and support, with user feedback gathered for continuous improvement.
Testing and validation
- Challenge
- Gaps in testing could let issues slip into live operations.
- How we solved it
- A testing strategy covering functional, performance and user acceptance testing (UAT) before deployment.
Ongoing maintenance and integration errors
- Challenge
- Integrations need ongoing updates, and sync or API errors can occur.
- How we solved it
- A dedicated support team monitors the integration, manages updates and fixes issues quickly, backed by robust error handling.
The Results
Measured results first, then the outcomes the project was designed to deliver on top of them.
Measured Results- 95%
- reduction in manual order entry
- 24h → 4h
- order processing time, cut from 24 hours to 4 hours
- <1%
- inventory mismatches between BigCommerce and NetSuite
Better customer experience through accurate product availability and faster order processing.
Expected OutcomesProject targetsBased on the improvements above, the project also targeted:
- 90%
- fewer order errors through automation and data validation
- 50%
- less time spent on reporting thanks to automated data syncing
- 60%
- fewer returns caused by inventory issues such as overselling and stockouts
- 30%
- operational cost savings in order processing and inventory management
- 70%
- increase in customer satisfaction from faster fulfillment and accurate availability
Key Takeaways
Automating order entry pays off immediately
Removing manual entry cut processing time from a full day to a few hours.
Inventory sync protects customer trust
Keeping stock accurate across systems prevents overselling and returns.
Map the workflows, not just the fields
Documenting real business processes keeps the integration from breaking on edge cases.
Plan for life after launch
Monitoring and a dedicated support team keep an integration reliable as both platforms change.
