Case Study: Thos. Baker achieves scalable automated fulfillment and improved customer communication with SPS Commerce

Thos. Baker improves their customer communication with SPS Commerce’s solution

Thos. Baker, a Washington-based retailer of high-end outdoor furniture and decor known for luxury and service, faced growing pains from an outdated EDI system that required manual entry of tracking and order data from drop-ship vendors and its own warehouse. The manual process caused delays and poor customer communication—sometimes customers received packages before being notified—which limited scalability and operational efficiency.

By implementing SPS Commerce Integrated Fulfillment for NetSuite and WebForms, Thos. Baker gained a single integration to the SPS Retail Network, automated fulfillment, and hands-on onboarding support. The company redeployed data-entry staff into customer-focused roles, now sends proactive shipment notifications, encouraged key vendors to adopt EDI, and improved fulfillment accuracy while working with SPS to pursue greater drop-ship inventory visibility for future growth.

Thos. Baker

Alan Blackford

Chief Operating Officer