CivicPlus Grows Its Business and Portfolio of Online Solutions for Local Government


Company

CivicPlus

Location

Manhattan, Kan.

Industry

Professional Services & Software

Applications Replaced

Sage Peachtree, Act! CRM


"NetSuite is an amazing product. The availability of information and reporting flexibility we have with NetSuite were unheard of in our previous environment. The efficiencies gained from NetSuite allow our company to focus on the needs of customers and develop new solutions without fear of out-growing the software." CivicPlus

Customer Success

  • CivicPlus has tripled its revenue building and implementation of civic-oriented websites for governmental organisations since going live on NetSuite in 2010.
  • NetSuite scales to support CivicPlus client growth from 500 to 1,700 in the U.S., Canada and Australia—including the governments of Snohomish County, Wash., Flagstaff, Ariz., Maui County, Hawaii, and Vienna, Va.
  • NetSuite Services Resource Planning (SRP) supplies integrated project accounting and management, resource optimisation, and time and expense management for CivicPlus’ services business.
  • Time-based billing has been dramatically simplified with workflow automation for time and expense management and invoice generation.
  • CivicPlus is gaining new visibility into budget vs. actuals on a per-project basis to improve project planning and profitability.
  • With streamlined billing, monthly financial close has been reduced from 20 days to three.
  • NetSuite CRM supplies CivicPlus sales reps with a complete, real-time view of a customer account, which wasn’t possible in the previous environment.
  • CivicPlus has improved customer support and case management with a consolidated record and can now see common issues across clients.
  • Customer support has significantly increased the number of closed cases per support rep and improved client satisfaction.
  • CivicPlus leverages issue management to support solution development, in addition to post-implementation support, to improve quality and customer satisfaction.
  • Icon Enterprises as a whole has increased its number of NetSuite user licenses from 25 to 200 in less than four years.

Challenges

  • CivicPlus lacked process coordination and visibility in its previous environment of Sage Peachtree and Act! databases for CRM.
  • Time-consuming billing processes using paper printouts and manual data entry into Peachtree impaired CivicPlus productivity and slowed cash flow.
  • Peachtree administrator needed to generate a custom report whenever a sales rep wanted information on a customer or prospect.

Solution

  • Icon Enterprises selected NetSuite as a complete, integrated solution to streamline operations and fuel growth at CivicPlus.
  • Upgrade from NetSuite Advanced Projects to SRP has given CivicPlus new capabilities to improve planning, and service delivery.

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