Working with CTR, Inc.*, KOFAX is using NetSuite Cloud ERP to improve their financial oversight, to enable agile decision making and take advantage of new business opportunities.
KOFAX software enables organizations to Work Like Tomorrow™ – today.
Their Intelligent Automation software platform helps organizations transform information-intensive business processes, reduce manual work and errors, minimize costs, and improve customer engagement. They combine RPA, cognitive capture, process orchestration, mobility and engagement, and analytics to ease implementations and deliver dramatic results that mitigate compliance risk and increase competitiveness, growth and profitability.
KOFAX provides a rapid return on investment for over 25,000 customers in financial services, insurance, government, healthcare, supply chain, business process outsourcing and other markets. KOFAX delivers its software and solutions through its direct sales and services organization and more than 850 indirect channel partners and integrators in more than 60 countries throughout the Americas, EMEA and Asia Pacific.
New ERP Solution Required
Due to an aging financial system without a dynamic ability to support acquisitions, something needed to change. An evaluation resulted in Oracle’s NetSuite Cloud ERP being chosen as the platform on which to build the company’s growth. October 2019 was determined as the optimum date to go live with KOFAX’s new ERP to accommodate the acquisition of Nuance Document Imaging (NDI), a division of Nuance Communications, Inc.
Challenges Faced Post Go Live
It had been agreed upon that NDI would be fully integrated into KOFAX’s systems by the end of 2019. Not surprisingly, there was additional scope needed for the new acquisition that made the NetSuite implementation feel very rushed. New features, not originally planned for, were deemed critical to the business so the implementation partner focused more on delivering the required new scope rather than ensuring that the internal KOFAX team was set up for success for go live and the long term.
The small internal team really had to learn their new ERP system on the fly, feeling abandoned as the implementor’s key subject matter experts were not available. The first financial year end was quote ‘a nightmare’. While NetSuite product support offered relief, it was obvious that additional help was needed.
A Strong Long Term Support Partner
KOFAX was not looking for a traditional managed services partner, but rather one that could flex and adjust as their support needs changed. What was also important was to find a firm that was a true partner, focused on KOFAX’s adoption and enablement of NetSuite. CTR was recommended and one year after the go live of NetSuite, they were engaged for what is traditionally called Tier 2 support for day-to-day system issue resolution and small development activities.
Typical tasks include both functional and technical services such as saved searches, dashboards, reports and workflow support. Support for processing errors such as data issues or answers to configuration questions is included along with proactive guidance, particularly for new features delivered with releases.
There is support for existing Boomi integrations, workflows or csv imports. Any required development for new scripts or forms is covered and general knowledge and assistance with third-party products is provided. Recently, CTR has been helping KOFAX design a re-usable testing plan to enable smooth adoption of the twice annual NetSuite releases.
CTR is using the KOFAX standard Help Desk to provide a seamless view to the end users, though if needed they also have their own ticketing tool that can be used. The CTR team operates across many time zones so that priority issues get handled quickly.
Global Rollout and SuiteTax Implementation Partner
In February 2022, KOFAX went live with NetSuite’s new tax offering, SuiteTax, as part of a consolidation of 25 subsidiaries into the global NetSuite instance. CTR was the implementor for Procure to Pay and Invoice to Cash along with all tax configuration and reporting requirements for all countries. Other critical components of this large global project included developing capabilities to merge customer data, verify credit limits and integrate document storage in SharePoint. CTR accomplished this within project timelines and within budget, enabling KOFAX to finally be able to manage their accounting across the globe in one system.
Experience with CTR
So far the experience working with CTR for KOFAX’ internal NetSuite Support team has been a positive one. They have found the CTR team to be organized, proactive and communicate in a regular and timely manner. Quote ‘It is great to have someone to turn to’. Both companies enjoy the relationship and look forward to an ongoing partnership.
Now that KOFAX has the appropriate support in place, the end users are very happy with the capabilities of NetSuite as compared to their legacy system and anticipate continuously enabling new features and functionality to meet business requirements.
CTR has truly partnered with Kofax both operationally to support our customers trouble tickets, and strategically to help maximize our use of the NetSuite platform. From the implementation of SuiteTax to manage tax globally, to improving our order management process, to building out integrations with other systems, they have helped turbo-charge our NetSuite system.
CTR’s investment in KOFAX’s success has been evident in every interaction and project from the way they collaborate with our business on our backlog, provide insight and recommendation on best practices, and help us to improve and streamline NetSuite functionality to align with our business processes. We appreciate the relationship built with CTR and look forward to more opportunities and continued success.
*CTR, Inc. is an Oracle and NetSuite partner established in 1998 serving both North America and global clients. We are SuiteSuccess certified and an Oracle Platinum Cloud Select partner. Please visit our website (https://ctrworld.com) to learn more on how we helped KOFAX other clients to choose and grow with NetSuite.
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