T2 deepens NetSuite tie with Annexa for retail systems

T2 has expanded its long-running technology partnership with Annexa around its NetSuite-based retail systems, extending a relationship that has lasted more than a decade.

The tea retailer has used NetSuite as the core system for operations while reshaping its retail footprint, eCommerce platform and fulfilment model. During that time, T2 has shifted its direct retail focus back to Australia and New Zealand while continuing to sell internationally through wholesale and direct-to-consumer channels.

Clinton Rice, Head of Information Technology at T2, said the existing NetSuite environment gave the business continuity through changes in ownership, leadership and operating model.

"NetSuite for us is pretty much the core of our operations," Rice said. "The platform is a stable base for us, with tweaks here and there. After more than a decade of bold, strategic moves, that stability is the point."

Simpler stack

T2's current technology program centres on consolidation. The retailer has moved its eCommerce operations from Salesforce Commerce Cloud to Shopify Plus, with Annexa handling integration and testing on the NetSuite side.

The migration also supported the launch of subscriptions on Shopify, a feature customers had long requested. T2 said the same function would have required significant custom development on the previous platform.

Alongside the platform change, T2 has reshaped its international fulfilment model through Global-e. The setup manages multi-currency pricing, tax, duties and local delivery requirements for overseas customers through the web platform.

Inventory has also been a focus. T2 sells products with a limited shelf life and keeps limited backstock in stores, making accurate stock visibility critical across shops, online channels and fulfilment operations.

Annexa has worked on the timing and structure of integrations between the distribution centre, point-of-sale systems and NetSuite to improve stock data quality, including during peak trading periods such as Christmas.

Rice said the operational goal was to support a more flexible omnichannel model from a single inventory record.

"Order anywhere, pick up anywhere, ship to anywhere," Rice said.

That approach covers endless aisle, click and collect, and ship-from-store, all of which depend on reliable stock information across channels.

Back-office changes

Much of the partnership has focused on internal systems rather than customer-facing features. One of the larger changes has been the automation of reconciliation across T2's bank feeds and payment gateways.

The retailer's payment environment includes PayPal, credit cards, gift cards, Alipay and other methods used across web and marketplace channels. Annexa built an application to handle reconciliation across those sources.

T2 said the process once took about five days of effort each week and now takes minutes. In the wider systems architecture, NetSuite sits at the centre of finance and inventory records, with MuleSoft used as middleware between platforms.

Annexa manages the NetSuite side of T2's integrations, including links to third-party logistics providers, procurement systems and Shopify Plus. Rice said the length of the relationship had given the partner a detailed understanding of the retailer's systems and operating processes.

"They hold a lot of IP in our systems and they have a lot of knowledge of what we do and how we do it," Rice said. "I actually rely on them to hold that structure, because I'm not across absolutely everything that happened prior to joining the company."

Long relationship

Rice also said the support model had adapted to T2's needs, using regular consulting support for day-to-day work and additional resourcing for larger projects.

"They'll keep it tight when we want it tight, but they'll expand their resourcing for us when required for larger projects," Rice said.

William Roy, Senior Account Manager at Annexa, said the value of the partnership lay in the gradual strengthening of T2's systems base rather than in a single transformation project.

"The foundation T2 has built with NetSuite means they're well positioned for what's coming next, whether that's deeper automation, EPM or the AI capabilities now arriving in the platform," Roy said. "The hard work of getting the core right is what makes those opportunities accessible."

T2 is continuing to simplify its systems and move more processes onto a single source of truth, with further automation, integration work and planning tools under consideration as the consolidation program continues.