When Bachman’s completed its NetSuite go-live, the team expected a system ready to support the rhythms of retail, garden services, landscaping, and warehouse operations. Instead, they encountered a platform that needed more work than anticipated. Custom workflows behaved inconsistently. Basic tasks triggered unexpected errors. And employees were often stuck waiting for someone with deeper system knowledge to sort out what went wrong. As Chris Moore, Bachman’s Senior Director of Information Systems explained, “Everything was not completed… many things were broken.”
These issues showed up in places large and small. Shipping and tax calculations triggered in different ways depending on who created the transaction. GL lines lacked required departmental context. Inventory discrepancies blocked sales at the register — even when the product was sitting right there on the shelf. And some printed receipts included the wrong business name entirely. Over time, these friction points added up, slowing down processes that needed to run smoothly.
Looking for Experts, Not Another Person to Manage
Before engaging Traust, Bachman’s experimented with a contract-to-hire developer in hopes of building internal expertise. The candidate had potential but needed more direction than the environment could support. The work required someone comfortable stepping into ambiguity and figuring out the next step on their own. As Moore put it, “If I have to hold your hand the whole way, what do I need you for?” — a comment that reflects the level of independence the role demanded.
That experience clarified what Bachman’s actually needed: consultants who could work independently, understand the business context quickly, and take ownership of diagnosing and fixing complex issues. Moore had known Traust’s leadership for years and trusted their approach to staffing. When Traust placed its consultants on the account, the pace of progress changed noticeably. The team stepped in with a clear sense of direction and were quick to make sense of unfamiliar structures and customizations.
Making Sense of a Complex System
The custom logic left from the original implementation was deep and often difficult to trace. Some scripts called multiple layers of subscripts. Others were only partially implemented. And many of them behaved differently depending on the user’s role or department. Despite this complexity, the Traust consultants moved through the environment with confidence. They identified root causes in code that had challenged the team for weeks, often resolving issues in a matter of hours. Moore notes how helpful it was to have someone who could simply see the problem, understand it, and move forward. “They just go and do it right,” he said.
Some challenges required more than repair work. For example, the way returns were processed meant that credit memos were not consistently tied to the original invoices. This created a backlog of manual reconciliation that would have been unmanageable during busy seasons. The Traust team designed a daily matching process that cleaned up these records automatically. Other improvements focused on aligning NetSuite’s strict inventory requirements with the realities of retail operations, where items sometimes arrive on the floor before anyone has time to receive them in the system. Adjusting the logic here helped retail staff complete transactions without unnecessary roadblocks.
Aligning Logic with Real Departments and Real Users
Each Bachman’s department had its own way of working, and the original implementation had not fully captured these nuances. Retail, garden services, landscaping, and warehouse operations often needed similar workflows to behave slightly differently based on their internal processes. The Traust consultants spent time understanding these differences and adjusting logic, so the system responded consistently. The result was a more predictable experience for users across the organization.
They also refined and corrected the system’s PDF forms. Some forms displayed the wrong business unit. Others had calculation issues or missing data. By cleaning these up and standardizing their structure, the consultants helped ensure that the outputs of the system were accurate and aligned with Bachman’s brand. These improvements may have seemed minor, but they helped bring clarity to parts of the workflow that employees interact with every day.
Project Tech Stack
- Oracle NetSuite
The Shift from Chaos to Confidence
As stability returned to the system, the overall feeling within the organization changed. Retail staff no longer faced constant transaction blocks. Warehouse teams saw fewer errors during receiving and picking. And accounting avoided the cycles of manual reconciliation that had once consumed entire weeks. The system became more predictable — something that had not been true immediately after go-live. As Moore put it, “Once the system settled down, people finally felt like they could trust it again.” That shift in confidence made a noticeable difference.
The flexible structure of the engagement also proved valuable. Bachman’s had considered NetSuite’s Advanced Customer Support program, but the long commitment and limited availability didn’t align with their needs. Traust’s month-to-month model gave them access to senior support while they continued searching for a long-term internal hire. It allowed them to scale their support as needed without taking on more than the situation required.
The Value of the Right People
This success story wasn’t about launching a major new project or rebuilding NetSuite from the ground up. It was about placing the right consultants within an organization that needed practical, day-to-day support. Traust’s consultants helped stabilize a complicated environment by bringing clarity, experience, and consistent follow-through. Their work allowed Bachman’s to move from daily frustration to steady operations — not through dramatic reinvention, but through thoughtful, reliable expertise applied at the right time. As Moore noted, “The Traust team worked very well in our model — we prepare what we can up front, and they take it from there. It worked, and it’s still working.”
Ready for What’s Next
If your team needs experienced NetSuite consultants who can step in, steady your system, and keep your operations moving, Traust is ready to help. Let’s talk about what the right support can do for your business.
“The Traust team worked very well in our model — we prepare what we can up front, and they take it from there. It worked, and it’s still working.”
Chris Moore, Senior Director of Information Systems , Bachman’s
