MTB Direct Shifts Customer Service into Top Gear

As Australia’s largest online mountain bike retailer, MTB Direct connects thousands of customers each month with the best parts, clothing and gear—all without a single office or retail store. But as the ecommerce retailer looked to extend its market share, it found the wheels getting stuck in its accounting software. Growing by nearly 250% since 2015, its founders needed an inventory and financial management platform that could switch into top gear and fast.

COMPANY

MTB Direct

LOCATION

Brisbane, Queensland, Australia

INDUSTRY

Retail

REVENUE (GROSS SALES)

$10M+

EMPLOYEES

15+

NUMBER OF USER

SYSTEMS REPLACED

Xero, Neto, Stamped.io, Mailchimp

NETSUITE PRODUCTS IMPLEMENTED

NetSuite
SuiteCommerce Advanced
Bronto

IMPLEMENTATION PARTNER

Applejack

LOCATION

Brisbane, Queensland, Australia

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“Real-time visibility of our inventory, coupled with analytics that tell us far more about what’s selling and why, really helps us make great business decisions as a team—despite the physical distances between us. NetSuite can seriously do anything all on one platform.” Michael Geale, Co-founder, MTB Direct

Scalable Software for Any Growth Cycle

Flexibility and performance for a better ride: Hoping to list 30,000-plus products online, MTB Direct needed a system that would not compromise on performance. Most importantly, as a business, MTB Direct believes in flexible working, so it was on the lookout for a platform that could truly support remote collaboration—allowing the team to easily get things done from anywhere.

An upward path to multi-market growth: Despite enjoying strong support from biking enthusiasts around Australia, MTB Direct found itself facing growing competition from international rivals offering close-to-wholesale prices. The business realised that stellar customer service was going to be its key differentiator.

Always-on inventory management and accounting: NetSuite’s cloud-based inventory and financial management allows all staff to grow its SKU volumes and continuously broaden its product range. Additionally, custom tables and searches allow the team to analyse customer trends which then inform its product development cycles, while the system’s financial management capabilities handled the vast product range with ease.

Riding onto the world stage: MTB Direct now has its sights set on rapid international expansion, with NetSuite’s multi-currency and multi-channel functionality capable of supporting sales in overseas markets. Its scalability has given the business the confidence that it has the right technology to achieve its growth ambitions.