Case Study
Transforming In-Store Customer and Associate Experience and Operational Efficiencies in Totally Workwear Group with Zoku Apps
Totally Workwear Richmond, Victor Harbor and Lonsdale (J.D. Faust Pty. Ltd.) is part of Australia’s largest network of service providers specializing in workwear, corporate wear, and safety gear. After implementing Oracle NetSuite as their ERP system in 2022, the company sought additional software solutions for their stores to complement and maximize their investment in NetSuite.
Recognizing the need for a cohesive system, the team at J D Faust initially attempted to integrate their existing Point of Sale software with NetSuite. However, they soon encountered significant complexities in the integration process, including frequent syncing delays, data discrepancies, and operational failures, which severely hindered their agility and responsiveness. Managing two separate systems created inefficiencies, increased the potential for human error, and added unnecessary strain on store associates and back-office staff. Confronted with these mounting challenges, the team realized the need for a more unified solution and decided to explore fully integrated NetSuite Point of Sale systems to streamline their operations, improve consistency, and drive growth.
After thorough evaluation, the team opted for the Zoku Point Of Sale platform in conjunction with the In-Store Inventory Management app. This choice was driven by Zoku’s reputation for delivering intuitive user experiences and its Native Hybrid integration with NetSuite.
The project began in mid-January, initiating a series of planned phases, including requirements specification, implementation, Training, and User Acceptance Testing throughout February. The successful deployment of the solution marked a new phase for J D Faust operations in early March when Zoku software went live to all 3 branches.
The impact of the new Point Of Sale system, coupled with the introduction of the Inventory Management App for store associates, was significant. Associates found the solutions user-friendly and efficient, significantly boosting their productivity. Moreover, the seamless integration with NetSuite alleviated the burden of manual data entry and synchronization, enabling the team to focus more on delivering exceptional service to their customers. The faster system response times, improved inventory accuracy, and streamlined order processing helped associates work more confidently, reduced service wait times, and created a smoother, more personalized shopping experience that strengthened overall customer loyalty and satisfaction.
The implementation of advanced functionalities such as B2B sales on customer accounts, bespoke orders featuring logo embroidery, and streamlined inventory management processes further strengthened Totally Workwear Richmond’s competitive edge. These innovations not only enhanced operational agility but also elevated customer satisfaction levels. With improved capabilities for inventory counting, receiving, transferring stock, and fulfilling orders, the company was positioned to drive significant performance gains, expand service offerings, and set a new standard of excellence in the industry.
Key Results & Benefits
Totally Workwear’s implementation of Zoku’s solutions delivered measurable improvements across multiple stores, enhancing both operational efficiency and customer satisfaction. Key achievements included:
By leveraging Zoku’s native hybrid approach tightly integrated with NetSuite, Totally Workwear ensured operational consistency, minimized technology silos, and achieved scalability across all retail locations. This powerful foundation not only delivered immediate business benefits but also set the stage for sustained growth, innovation, and a stronger competitive position in the evolving retail landscape.