RightNow Accelerates Time-to-Value, Delivering End-to-End Integration of NetSuite
“Thanks to Boomi’s ease of use and rapid time-to-value, we were able to complete the project on an aggressive timeline and fully realize the value of NetSuite by streamlining back-office processes and enabling near real-time financial reporting.” — Ryan Pulley, Data Architect, RightNow
Challenge
RightNow had recently purchased NetSuite to replace a legacy ERP system and wanted to automate and rework a number of business processes by integrating with their internal instance of RightNow CX to gain efficiency throughout their back-office. Prior to Netsuite, RightNow had some need for duplicate data entry which slowed processes and required additional reconciliation procedures. This was an inefficient process that they were eager to streamline. In addition, RightNow was juggling multiple financial systems requiring multi-step procedures to transfer employee expenses from Concur to Accounts Payable. The ideal result was determined to be an integration solution that could offer rapid time-to-value for them and would not exhaust internal IT resources.
Solution
RightNow initially investigated using an on-premise ESB solution and custom coding as they had with their legacy ERP solution but quickly concluded that both approaches would be time consuming, costly and not scalable to future needs. RightNow had an existing partnership with Dell Boomi in order to offer their customers a simple and affordable integration solution and so it was an obvious contender for their internal integration challenges as well. In addition to pre-built connectors for both NetSuite and RightNow CX, Boomi could accommodate the aggressive project timeline.
Results
- Streamlined quote-to-cash process — Quotes are now automatically generated from opportunities and converted to orders with the push of a button. Data flows bidirectionally keeping both systems fully synchronized.
- Accelerated time-to-value — The entire integration project, including six integration processes, was completed in three months and development effort required was less than four weeks total.
- Enabled near real-time financial reporting — Due to the automation of back-office business processes, RightNow’s CFO now has access to current financial data from across the organization in a single, centralized dashboard via NetSuite.
- Maximized the value of SaaS purchase — NetSuite is significantly more productive and valuable to RightNow due to the ability to integrate seamlessly with their Customer Experience software.
- Scaled to meet business needs — RightNow developed and deployed seven net new integration processes (thirteen total) in only six months post-implementation of Dell Boomi AtomSphere. In addition to the financial systems, RightNow has also employed AtomSphere to integrate a vast amount of existing data warehouse information into their own instance of RightNow CX.
About RightNow Technologies
RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe.
