Sometimes You Just Have to Start in the Middle

NetSuite PupGear Corporation - Los Gatos, CA

The inventor of DoggyDocks didn’t realize her product would be such a hit. She created the product to meet her own needs—with a bad back and three big dogs that like the water, Theresa Marler needed a floating ramp to get her dogs in and out of the lake.

After she founded PupGear Corporation and started selling her product, Theresa purchased accounting software, but soon outgrew the entry-level package. Switching to Netsuite made sense, but created a new set of challenges. NetSuite’s “QIP” was supposed to make it easy to perform a do-it-yourself implementation but it was hard to understand. An additional problem was that her previous accounting system was not in good working order. “All we had time to do was enter orders, so it just got worse and worse,” says Theresa. “I couldn’t do a regular migration because I didn’t trust the integrity of the data.” Despite having selected the best tool for the job, PupGear found itself paying for a product it wasn’t able to use. Enter Intente.

After a false start with one implementation partner, Theresa sent out emails to four more teams, looking for the right fit. When she found Intente, she felt comfortable right away. “Kerrie really got my level of frustration,” says Theresa, “how tired I was of going back and forth.” Other prospective implementation partners seemed to expect Theresa to adapt to their needs and schedules, and didn’t seem to understand that all she had time for was running her business. Kerrie Kennedy, Intente’s website and web store designer, and Larry Kennedy, the team’s technical expert, made it simple for Theresa. “They took over all the details and just made it happen,” says Theresa.

Before her successful Netsuite implementation, running PupGear took a lot of administrative work. “We got the order online, emailed back and forth with the client, entered the accounting information into our old system, then took the product to FedEx… I was always running,” says Theresa. “Now all we have to do is enter orders.”

PupGear is a loyal customer of Intente. “Larry and Kerrie made it so easy,” says Theresa. “And it was clear that they cared about my success. A lot of companies play the short game - get in, do the job, get paid, get out. Intente plays the long game - the way they do business, it’s clear they want customers for life.”