Cofficient Integrated NetSuite Across Five Countries After a Global Merger

Lovehoney Case Study

The Client

Lovehoney is a global ecommerce organisation serving both B2C and B2B markets. The private equity-backed group designs, manufactures and retails sexual well-being products. Its merger with WOW Tech Group in 2021 created one of the largest companies in the sector, operating across Europe, the United Kingdom, Australia, Canada and the United States.

The Challenge

The merger created a single group with multiple territories, legacy processes and differing approaches to NetSuite. Both organisations had been operating independently for several years, and each region had its own way of working.

Lovehoney was already trading on NetSuite, which meant any changes carried risk. Live operations could not be disrupted. Orders needed to ship, customer service needed to continue and finance needed to close the month-end without delays.

The goal was to consolidate global operations into a single, stable NetSuite environment, align processes and introduce structure without interrupting day-to-day activity.

The Solution

We began by understanding how each part of the business operated. Finance, operations, warehouse teams and customer service functions all had different approaches depending on location.

We mapped processes, reviewed data structures and assessed all integration points. This allowed us to compare the current state with the operational model the merged business required.

From this, we identified what could remain, what needed improvement and what needed to be redesigned. Cofficient worked with internal teams and external partners to ensure the programme moved in line with operational needs and delivery timelines.

We rebuilt the entity structure to reflect the merged business while keeping existing activity stable.

Key technical work included:

• Configuration of new entities with alignment to existing business objects
• Deployment of supply chain tools including inbound shipments for visibility of stock in transit
• A standard order to cash process with an ecommerce integration approach through IPAAS
• A consistent method for customer return management across all territories
• Integration design to support existing warehouses
• Intercompany trading processes covering stock transfers, centralised procurement and cross subsidiary fulfilment
• Automated reconciliation of goods received not invoiced
• Automated reconciliation for payment gateways including Amazon, Stripe and Klarna
• Tax configuration covering European OSS, North American jurisdictions and APAC regions
• A systematic method for managing gift vouchers in NetSuite connected to the ecommerce platform

 

The Results

Lovehoney now operates on a consistent global model with standardised processes across territories.

Finance teams close books more efficiently. Intercompany activity is managed by the system. Payment and GRNI reconciliation are automated. Tax compliance is accurate and scalable.

Operations teams have real-time visibility of global inventory. Orders route to the most suitable fulfilment centre based on stock and location. Inbound shipments are visible before arrival.

Customer service has a complete view of customer activity regardless of region.

The organisation now has a platform that supports growth, new brands and new territories.

Post-merger integration places pressure on both systems and teams. Without structure, fragmentation and manual work become the norm.

Cofficient helped Lovehoney avoid these issues by creating a unified NetSuite environment that supports both operational stability and future growth.

The result is a global organisation operating across multiple regions with consistent processes, reliable data and the ability to scale confidently.