Smartsheet Connects NetSuite, Salesforce for Business Efficiency and Customer Service

Business Goals

Founded in 2005, Smartsheet provides a work collaboration platform used by over 78,000 customers across 190 countries, including more than 70 percent of the Fortune 500.

With fast-rising sales volume, Smartsheet needed to automate sales order creation in NetSuite from Salesforce data, a full-time manual task for eight finance team pros. To improve responsiveness and service, the company also wanted to give sales reps visibility into customer accounts.

Integration Challenges

Time-consuming and error-prone manual order-to-cash processes were impacting efficiency and visibility for both finance and sales at Smartsheet. For example, it took sales reps two days to get a customer invoice from finance to address customer inquiries.

Smartsheet also wanted to extend integration to other areas of its business. But custom coding was not considered a viable option — it would be too slow, costly, inflexible and not reusable.

How Boomi Helped

Since deploying Boomi in 2017, Smartsheet has experienced:

•  Speed of development 2X to 4X faster than custom coding
•  Reliability and accuracy in business-critical integrations
•  Flexibility and scale across multiple use cases

Now, the Smartsheet finance team is able to handle twice as many sales orders with no increase in staff. And the Boomi Community’s forums, knowledge base and free training options paired with Boomi’s responsive sales managers make it easy for Smartsheet to work smarter.

Results

Through Salesforce-NetSuite integration, Smartsheet has:

• Scaled to 2X the sales order volume without increasing finance staff
• Eliminated a two-day wait time for sales reps to get customer invoices
• Given sales reps the ability to immediately respond to customer inquiries

Smartsheet is also using Boomi to move data into its own platform to improve transparency and reporting for both business users and IT, dramatically reducing business inquiries to IT.