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Case Study: Inter-Departmental Communication
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Business Challenge
 The 100 person software company was using QuickBooks, ACT and Excel to manage multiple projects across multiple departments. The sales department could not see delivery information from the production department, the production department could not see customer service information from the support department, and the accounting department could not see any customer information from any department - all leading to operational inefficiencies and internal confusion.
As an example, the accounting department couldn't see when to bill a project at a specific milestone, so projects would not get invoiced as needed, slowing cash flow. In addition, since the departments did not have access to progress and milestones, post-implementation training was not set-up in a timely manner - again, leading to client dissatisfaction with the company's otherwise excellent software product.
Solution
HighTower talked with the customer to gain an understanding of their business and determined that they needed a system that would work as one, with automated flags to indicate when milestones were reached. We implemented NetSuite, which enabled the company to work off of one functional system and allowed departments to see the specific information they required from each other.
Results
Today, when milestones are reached, information is automatically generated to alert different departments that something needs to be done. For example, when a project hits a certain milestone, a task is automatically created for a customer service employee to alert the client of the status. We also trained company personnel on all of the functionality of NetSuite, to give them a complete understanding of the system and how to use it to meet their specific business needs.
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