Zendesk Scales for Rapid Global Growth with NetSuite OneWorld


Zendesk

Company

Zendesk

Location

San Francisco, Calif.

Industry

Software

Applications Replaced

QuickBooks, Excel


"The ability to scale the company very quickly with a system that allows the rapid introduction of new entities has been very valuable. The ROI with NetSuite was considerably better than its closest competitor." Zendesk

Customer Success

  • Cloud-based customer service and support provider has gained scalability and efficiency for global growth with NetSuite OneWorld.
  • Running on NetSuite, fast-growing Zendesk has doubled its customer base from 20,000 to 40,000 across 140 countries.
  • NetSuite OneWorld delivers real-time visibility and global financial consolidation across subsidiaries, including those in Denmark the U.K., Ireland, Australia, Japan and the Philippines.
  • Zendesk has reduced the time needed for global financial consolidation from seven days to two, while overall monthly close has been halved from 10 days to five.
  • NetSuite OneWorld delivers a real-time view of subsidiary financials, compared to monthly snapshots possible with its previous QuickBooks/Excel system.
  • Using capabilities built in to NetSuite OneWorld, Zendesk manages international subsidiary finances in local currencies and complies with local tax regulation.
  • NetSuite Financial Planning has given Zendesk new insights into budget vs. actuals to better forecast revenues, costs and growth opportunities.
  • NetSuite revenue recognition capabilities enable Zendesk to manage diverse revenue streams from Software-as-a-Service (SaaS) licensing and ad hoc services, training and events.
  • NetSuite Fixed Assets module eliminates one to two days a month of manual amortisation and depreciation while supplying greater control over physical property.

Challenges

  • QuickBooks lacked the scalability, flexibility and functionality to handle Zendesk’s rapid global growth.
  • Business agility and speed with a unified cloud-based business solution were key objectives to drive the company forward.

Solution

  • NetSuite’s global cloud business management solution enabled deployment across subsidiaries at a fraction of the time and expense of an equivalent on-premise ERP system.
  • Zendesk has the scalability to rapidly enter new markets and establish new subsidiaries as its business continues to grow.
  • Compared to another ERP system evaluated, Zendesk determined that NetSuite offered better ROI and lower total cost of ownership.

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