Netsuite CallMonkey Integration

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Client Portfolio 

One of our clients came to us with the requirement to have an integrated solution to streamline their customer relationship management, or CRM, with CallMonkey, a call center management software. Efficient CRM is one of the cornerstones of any business's success.  

Problem Statement

The client needed to integrate NetSuite ERP with CallMonkey to seamlessly connect with their leads. The integration was to manage lead creation, appointment scheduling, and status updates between the two systems. S Specifically, they needed a system that allowed them to:  

• Let leads created in NetSuite automatically sync with CallMonkey to schedule appointments. 

• Update the status of leads in NetSuite whenever an appointment is scheduled in CallMonkey so that the sales team can track the progress of appointments.  

Our client needed to integrate both platforms so that their CRM tasks may be managed efficiently. 

What We Suggested

Our experts recommended the integration of CallMonkey with NetSuite ERP to create lead records in the NetSuite account. The proposed solution was to use SuiteScript and NetSuite’s saved search functionalities. To qualify the addresses, we then proposed linking the lead account with the CallMonkey call center. After that, CallMonkey will schedule the appointment with the leads.   

The integration aimed to:  

• Automatically sync lead records from NetSuite to CallMonkey.  

• Ensure that any appointments created in CallMonkey would update the lead status and sales rep information in NetSuite.  

• Regularly check for updates using scheduled scripts to ensure real-time status synchronization between the two platforms.  

This will allow for a smooth flow of information between NetSuite and CallMonkey, enhancing lead management and status tracking.  

Integration Steps

Our development team utilized a combination of User Event scripts and saved search functionalities to facilitate the integration. Here’s how the process was structured:  

• The User Event script was used to create a lead record in NetSuite. 

• Field search and option search functions were employed to retrieve the name Key and option Key, along with a search performed on employee records to obtain the entity ID. 

• In the post-submit function, the script selected all necessary fields from NetSuite for processing. 

• The system then searched lead records to retrieve the internal ID and the corresponding CallMonkey address for each lead. 

• Using the update status function, the script set the lead status, appointment details, and sales rep information in NetSuite. 

• If an appointment was created in CallMonkey, the script automatically updated the lead status, appointment, and sales rep in NetSuite. If the assigned sales rep wasn’t available, the script assigned a new one. 

• In cases where no appointment was scheduled, only the lead status was updated. 

This ensured that all relevant data flowed seamlessly between NetSuite and CallMonkey, keeping both systems in sync.  

Challenges

During the integration, the main challenge was ensuring accurate lead status updates from CallMonkey to NetSuite. It was difficult to find a viable solution for checking the status of leads in the CallMonkey software.  

After fixing the appointment with leads, the status is updated in CallMonkey. We needed to track when appointments were scheduled in CallMonkey and reflect that information in NetSuite for continuing the business processes.  

Additionally, another challenges our team had to overcome was that of field validation when creating lead records in CallMonkey and ensure that the lead details matched across both systems. 

Customer Success

The integration allowed our client to streamline their CRM processes and enhance lead management. The NetSuite – CallMonkey integration made it easier for the client to: 

• Sync lead data between the two platforms. 

• Schedule and track appointments more effectively. 

• Monitor lead statuses and sales rep assignments in real-time. 

The integration now allows our client to meet their customer goals while also increasing their revenue without worrying about CRM inefficiencies. 

    • Seamless syncing of lead data between NetSuite and CallMonkey. 
    • Automated appointment scheduling updates from CallMonkey to NetSuite. 
    • Real-time lead status tracking, ensuring that sales reps had up-to-date information. 
    • Successful implementation of a scheduled script to check lead status at specific intervals. 
    • Improved CRM efficiency, leading to enhanced customer engagement and increased revenue. 

Way Forward

With the successful NetSuite – CallMonkey integration, the client is now able to manage their CRM processes more efficiently. As they continue to grow, we recommend exploring additional customizations and automation features in NetSuite to further optimize their workflow and enhance customer management. 

Are you looking for assistance with NetSuite integration? Jobin & Jismi’s expert team is ready to provide tailored solutions to meet your business needs. Contact us today to learn more!