Case Study

Unifying CRM and ERP Systems with Oracle NetSuite

How Air Reply supported expert.ai in optimising operational flows and improving efficiency through Oracle NetSuite.

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The challenge

Develop a single, fully integrated cloud platform to simplify business system management.

SCENARIO

The need for an integrated system

Expert.ai, a leader in the artificial intelligence market, was using Salesforce for CRM and SAP for ERP: two distinct systems that, although functional, no longer met the needs of a growing business. The goal was to migrate to an integrated platform capable of unifying CRM and ERP functionalities, improving operational efficiency, and optimising costs, while ensuring scalability and strategic growth.

The solution

Oracle NetSuite: Air Reply's Unified Cloud Solution

To meet expert.ai's needs, Air Reply introduced Oracle NetSuite, a centralised, fully integrated cloud platform. The first step involved integrating and centralising the "Lead to Quote" operations, covering all stages of the sales cycle from lead collection to quote generation. This functionality enabled expert.ai to manage the entire sales cycle of their solutions, from tracking customer interactions to generating quotes and conversions, aligning the teams strategically.
The second step, currently ongoing, involves the implementation of NetSuite ERP, with the following objectives:

Eliminate the complexity of integrations

Consolidate CRM and ERP into a single platform to optimise operational flows and reduce errors.

Optimise
data
management

Centralise customer, sales, and financial information to provide a clear and immediate view of business performance.

Adapt to
specific needs

Leverage NetSuite's high configurability to customise the platform, optimising workflows and unique processes for expert.ai.

Reduce
operational
costs

Unify the platform to reduce software license, maintenance and support costs, improving the cost-benefit ratio.

How we did it

A collaborative approach for smooth implementation

The project began with an assessment phase to identify necessary improvements and design a tailored solution, comparing NetSuite's functionalities with those of the pre-existing systems to ensure a smooth transition without losing key features. Stakeholders from expert.ai were then involved to customise the solution according to their specific needs. During the implementation, the platform was configured and personalised, adapting NetSuite’s standard features to expert.ai's operational specifics, ensuring workflows aligned with business requirements. The validation phase included end-to-end testing to ensure the system's stability and full functionality across all aspects. Additionally, custom dashboards were developed to provide clear and immediate analytical data to different business teams, facilitating strategic decision-making.

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The results

Integrated processes and greater operational efficiency

The new platform allowed expert.ai to optimise operational flows, supporting its development. Transitioning to Oracle NetSuite enabled expert.ai to streamline the management of its CRM and ERP processes, yielding significant benefits in terms of efficiency and costs. The key results achieved include:

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Integrated management

Centralisation of "Lead to Quote" operations with a unified view of customers.

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Cost Reduction

Optimisation of operational and maintenance expenses.

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Efficiency Improvement

Simplification of business processes and reduction of operational errors.

expert.ai

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expert.ai is a leader in the artificial intelligence market for natural language understanding. With a hybrid approach combining symbolic understanding and machine learning, expert.ai provides solutions and tools to manage information-dense contexts and transform data into knowledge. Insurance companies, banks, financial services firms, media companies, and public administration, defence, and intelligence organisations rely on expert.ai to understand and analyse complex documents, accelerate the intelligent automation of processes, and make faster, more informed decisions.

Air Reply

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Air Reply is the Reply Group company specialized in the implementation and customization of the Oracle NetSuite full-cloud ERP solution. Air Reply is an Alliance Partner of Oracle NetSuite and a Select Member of the SuiteCloud Developer Network (SDN). Using a specialized team, Air Reply operates both in the Italian and foreign markets, providing its customers with end-to-end support that, thanks to its consolidated knowledge of business and regulatory processes, ranges from the review of business processes to the creation of customized applications.