NetSuite Helps Phone-call Automation Pioneer Grow from $2M to $8M without Adding Finance Staff

"Our service is simple; we generate automated phone calls and text messages for governments, schools, businesses, and other groups. But the underlying technology is mind-boggling. We didn't want to add servers — we've got 180 triple-redundant SQL servers right now — but we needed a way to manage all that information, so we chose NetSuite."

—Leib Lurie, CEO, One Call Now

Results:

Since implementing NetSuite in 2003, grown from $2 million to $8 million in revenue without adding finance staff
Account creation time for new customers dropped from 24 hours to 60 seconds
Average customer support ticket time decreased from 12 minutes to 3 minutes
Growing more than 35% annually
Third party sales reps now use self-service portal to track commissions, saving 2 days per month of finance-staff time
NetSuite dashboards, integration with SQL database let managers drill into profitability, customer-service, billings, and other details.

Challenges:

Innovative business model required complex billing, customer service processes
Needed integration with custom database holding 40,000 clients, 15 million phone numbers, and 400 different pricing plans
Wanted better visibility into per-region profitability in order to optimize marketing expenditures.

Solution:

Selected NetSuite after evaluating Goldmine, Sage, and Microsoft products
Replaced combination of Goldmine and custom software with NetSuite for ERP and CRM
Used NetSuite Web services APIs to integrated with the company's website and massive underlying SQL database.