Case studies · Retail & e-commerce
Shopify, NetSuite and Salesforce connected for a D2C and wholesale brand
A home goods brand sells direct on Shopify and to around 300 wholesale stockists. Online orders lived in Shopify, wholesale orders arrived as spreadsheets, and stock and invoices were in NetSuite. TrueSolv put orders, customers and stock in one place and gave stockists a portal to order themselves.
At a glance
What changed
01 — Challenge
Two sales channels, three systems, no shared view
The brand's online and wholesale sides grew separately. The ops team retyped wholesale orders from email into NetSuite, reps quoted stock that had already sold online, and no one could see a stockist's orders, open invoices and contacts in one place. Every month-end meant reconciling Shopify, NetSuite and a CRM spreadsheet by hand.
Wholesale orders by email
Stockists sent orders as spreadsheets and PDFs that ops retyped into NetSuite, with errors on SKUs and quantities.
Stock out of sync
Reps promised stock that had already sold through the webshop, leading to backorders and apologies.
No account view
Orders, invoices and contacts for each stockist lived in three systems, so reps called without context.
02 — Solution
One data flow between the store, the ERP and Salesforce
The integration runs through middleware, with Salesforce as the system for customers and accounts, NetSuite as the system for stock and invoices, and Shopify as the storefront.
Data model and mapping
Customers, accounts, orders, order lines, products, stock and invoices were mapped across Shopify, NetSuite and Salesforce, with clear ownership of each field.
Two-way sync with duplicate rules
New Shopify customers and orders flow into Salesforce and NetSuite. Matching rules link online buyers to existing wholesale accounts and prevent duplicates.
Stock and invoices in Salesforce
Stock levels refresh every 15 minutes and invoice and payment status sync nightly, so reps see availability and credit before they promise anything.
Self-service wholesale portal
Stockists log in to an Experience Cloud portal to reorder from their price list, see order status and download invoices. Orders go straight to NetSuite.
Monitoring and error alerts
Every sync is logged. Failed records are retried automatically and anything that still fails alerts the ops team with the exact record and reason.
03 — Why it matters
Why integration comes before everything else
Most retail and e-commerce problems that look like CRM problems are really data problems: the right information exists, but in the wrong system. Connecting the store, the ERP and Salesforce removes the retyping and the guesswork at the same time.
Once orders and stock flow reliably, the next steps become straightforward: service on top of order data, marketing on top of purchase history, and reporting the whole team trusts.
04 — Results
Results
Wholesale orders retyped
Stockists order through the portal and orders go straight to NetSuite.
Stock in every conversation
Reps and stockists see current availability, so fewer backorders.
Of every stockist account
Orders, invoices, contacts and credit in one Salesforce record.
05 — Technologies
Built with
06 — Work with us
Retyping orders between your store and your ERP?
We connect Shopify, POS and ERP systems to Salesforce so orders, customers and stock stay in sync. Fixed scope, fixed price, agreed before we start.
Book a free discovery call
Tell us which channels you sell through and where customers fall through. We come back within one business day.
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