Netsuite to Salesforce integration Case Study
Popular Restaurant Online Ordering Company ChowNow Uses Breadwinner to Sync Salesforce with NetSuite
ChowNow is on a mission to help local restaurants survive. The online ordering company was founded in 2011 and has helped more than 22,000 restaurants grow beyond their brick-and-mortar offerings of commission-free online and app order processing, Breadwinner was integrated during COVID to help manage rapid expansion of customer base.
ChowNow Cuts SLA Processing Time by 80% with Breadwinner
Connecting Finance and Client-facing teams with silo'd data
ChowNow’s rapid growth in 2020-21 exposed critical system gaps between Salesforce and NetSuite. Client-facing teams lacked financial visibility in Salesforce while finance teams worked exclusively in NetSuite. This disconnect forced constant back-and-forth communication between teams, delaying client support and straining resources during peak business growth.
Key Pain Points:
- Support teams needed to contact finance for any billing questions
- Finance team overwhelmed with internal information requests
- Delayed response times to restaurant partners
- Manual data reconciliation between systems
- Limited visibility into customer financial status
- Growing customer base amplified system inefficiencies
- Increased risk of errors from manual processes
- Strained team resources during peak growth period
“Breadwinner for NetSuite was the perfect solution to a problem we faced during one of our busiest seasons when our teams were navigating the growth of 2020-21. Breadwinner created efficiencies spanning our client-facing teams and billing/finance teams. It cut back the time we were waiting to get internal support from our billing department to then relay to our clients, cutting down our SLA processing during a very busy time by 80%.”
Pertlita Ortega
Sr. Director Client Experience, Chow Now
Operational Process Overhaul
During the pandemic-driven surge in food delivery, ChowNow experienced massive growth. After adding NetSuite to their Salesforce tech stack in 2020, they faced immediate challenges:|
- Finance teams lacked Salesforce access
- Client-facing teams couldn’t access NetSuite
- System silos created communication delays
- Growth in client base stressed existing processes
Seamless Netsuite to Salesforce Integration
ChowNow found their solution through Breadwinner’s easy installation and straightforward functionality. The integration provided immediate relief to overburdened teams by enabling cross-system visibility and reducing inter-department dependencies.
Time to Value
Quick implementation with minimal complexity. System delivered immediate value through easy installation and simple functionality. Teams could access needed information without extensive training or process changes.
Netsuite to Salesforce integration success
Achieved 80% reduction in SLA processing time. Eliminated back-and-forth between teams by providing direct access to invoice and client information across systems. Streamlined client support processes.
Integration operational benefits
Significantly reduced workload for finance team during high-growth period. Enabled client-facing teams to resolve issues independently. Improved efficiency in handling increased client base from 2020-2021 surge due to COVID.
Benefit for ChowNow Finance Team
Finance team eliminated hours of daily information requests during 2020-2021’s peak growth period. By automating data sharing between Salesforce and NetSuite, the team redirected their focus to managing increased transaction volumes and strategic financial operations for their expanding restaurant base.
Benefit for ChowNow Accounting Team
Support and account management teams gained direct visibility into client invoices and financial data within their existing workflow. This enabled immediate problem resolution without finance team dependencies, reducing response times from hours to minutes and dramatically improving service quality for restaurant partners.
Benefit for ChowNow Restaurant Partners
Restaurant owners experienced faster resolution of billing and account inquiries through ChowNow’s streamlined support. With customer service teams having direct access to financial data, restaurants received immediate answers about their subscriptions, invoices, and account status without delays from internal handoffs.
Benefits for ChowNow Management
Management confidently leveraged improved operational efficiency and reduced SLA processing times to scale during unprecedented growth. Real-time visibility into team performance and customer service metrics enables data-driven decisions for continued expansion initiatives.
“Client-facing teams had visibility into client invoices and could assist clients without needing to loop in the finance team, which was overburdened at the time. Both teams were dealing with the growth of the business/client base from 2020 through 2021 and we were able to cut down the back-and-forth between the two teams.”
Pertlita Ortega
Sr. Director Client Experience, Chow Now
Integrate Netsuite with Salesforce in 24hrs
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For more information about ChowNow, visit https://www.chownow.com/.
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