at a glance
Discover how moving from a cumbersome, on-premise ERP to NetSuite OneWorld in 2015 has powered more than a decade of market-leading retail growth for this Australian textile homewares icon.
- Sage 300cloud (previously AccPacc)
- Spreadsheets
-
From 2 stores to 25+ nationally
-
One single source of truth across every channel
-
10+ years partnered with Annexa
the client
About Linen House
Linen House specialises in designing, sourcing and bringing to market a diverse range of textile homeware products including their signature bed linen, homewares, living, bathroom and dining collections. Founded in Melbourne in 1993 as a pure wholesaler to Australia’s major department stores, Linen House has since transformed into an omnichannel retailer, launching e-commerce in 2013 and growing to more than 25 stores nationally.
“We are now involved in pretty much everything you can think of,” says Tez Osman, CTO / Director at Linen House, “from bricks and mortar retail, our own websites, both B2B and B2C and we’re also very active on a lot of marketplaces and drop-shipping as well”.
As a CTO / Director, vendor management is a pain point in my role. But Annexa is right up there with the best vendors I work with. They have a really capable bunch of technical people so when they promise to deliver something, they do. They're always working to get a great outcome for us.Tez OsmanCTO / Director, Linen House
the challenge
Scaling past a wholesale-era system
The inflection point came as Linen House pushed into bricks and mortar retail, setting a goal of opening 8 to 10 new stores in a single year. Its pre-NetSuite Sage ACCPAC system, though cloud-hosted, still left Linen House managing its own hardware, infrastructure and security, and simply couldn’t keep pace – turning on a single retail location was taking two weeks or more, making it clear that the business couldn’t keep scaling like that.
Ecommerce brought the same friction: clunky systems slowed marketing initiatives down at the exact moment speed to market mattered most, while every new store, website or drop-ship partner added integration overhead that came at the expense of customer experience.
the results
A single source of truth for every channel
Linen House selected Annexa to implement NetSuite OneWorld, giving the business the single source of truth it needed across finance, inventory, product lifecycle and customer data. More than a decade on, that foundation hasn’t moved even as everything around it has – Linen House is now on its third website platform and point-of-sale system, with many drop-shipping partners connected through different APIs over the years, all integrating back to the same NetSuite core.
“NetSuite doesn’t change,” Osman says. “We integrate that, which is our source of truth, and all our business rules then integrate out to these new solutions.”
Day to day, that means real-time, trustworthy data on costings, profit and expenses across retail, web and drop-shipping, replacing a world where a simple report could take days to produce. It also lets Linen House manage the complexities of its own channel conflict directly in NetSuite, from contract pricing to region-based product exclusivity. The evolution continues – with Linen House moving its website and point of sale onto Shopify and has started layering AI on top of its NetSuite foundation, including a NetSuite MCP connector that lets staff query business data in natural language.
“We discovered that we needed a platform that was going to be the source of truth for all of our information – finance, inventory management, product lifecycle management, customer data management. Our vision was an omnichannel business with an exciting customer journey across every channel, online and in store. The only way we could deliver on that was to get our source of truth right.”
– Tez Osman, CTO / Director, Linen House
Bringing in the right people to go on the journey with you and help solve those problems is a big part of this. I couldn't have done this by myself, and I rely on Annexa's help and their wisdom on a variety of different things.Tez OsmanCTO / Director, Linen House