Company Overview
Nationwide Coin and Bullion Reserve (NCBR), based in Houston, TX, is a leader in the precious metals and collectibles industry. With over 100 years of combined experience, their team offers investment-grade gold, silver, platinum, and palladium products.
Over 15 years, they've grown rapidly due to their strong reputation and customer focus. They started out running their business on QuickBooks and used it until, in their words, it "literally imploded." Their order volume, just-in-time inventory management, and the desire to merge sales and financial operations into one system led them to select NetSuite.
A Rocky Start with NetSuite
NCBR went live on NetSuite in September 2021. It wasn't an immediate success. The sales team was unprepared, and the system wasn't configured to meet their needs. Customer forms were disorganized and filled with confusing custom fields.
Sales management lacked tools to reassign customers between reps in bulk. They had a dashboard, but it was missing key information, and some of the information that was there looked wrong, eroding their confidence in the system. The move to NetSuite wasn't the leap forward they'd hoped for. At times, it felt like a step in the wrong direction.
Building the Drumbeat of Success
In December 2021, NCBR's NetSuite Account Manager referred CFO Gina Wells to Opal Creek. We began collaborating in January 2022. Led by Partner Adam Chaikin, the team visited NCBR in Houston and sat with users, observing how they conducted their operations and how NetSuite was enabling those operations...or not.
During and after the visit, we introduced several key features: mandatory Customer address fields, dashboard reminders for accounting and shipping teams, streamlined forms, and a basic Sales dashboard. Small improvements, delivered often, create what Adam likes to call the "drumbeat of success" that generates enthusiasm and participation in the system.
Key Deliverables
- Click-to-dial for outbound calls; Customer screen-pop for inbound calls
- Address auto-validation
- Credit card integration
- New Shopify site with integration to NetSuite using Celigo
- Do-not-call enforcement
- Automated round-robin reassignment of Customers to sales reps
- Continuous improvement to the Sales dashboard
- Electronic Banking and Positive Pay
“Thank you so much for all that's been done... all of you have really taken a lot of pressure off NCBR!”
— Gina Wells, CFO
A Partnership Built on Trust
Opal Creek's partnership with Nationwide Coin and Bullion Reserve allows NCBR to focus on improving and building their business, with the trust that their NetSuite environment is going to keep up with them in a cycle of continuous improvement.
"I just wish I had all of you as part of the NCBR team from the beginning of implementation," says Gina. "I know we would have never accomplished what we have thus far without all of you."
Continuous Evolution
NCBR's desire to do more in NetSuite grows with their business. In the coming months, we'll be exploring integration with some of NCBR's suppliers' systems to show their real-time inventory in NetSuite, improving shipping integration with NCBR's preferred carriers, combining multiple datasets to show consolidated lifetime order history for customers, and streamlining sales call logging so reps can focus on the customer, not the paperwork.