Powering lifesaving veterinary care with reliable, NetSuite-connected communication
Amatheon Acheived
About Amatheon
Location: Miami, Florida
CRM: NetSuite
Customer Since: 2022
Amatheon is a leading animal health distributor of Veterinary Specialty Medications™ in the United States. They support specialty hospitals with a broad catalog of brand and generic medications, including controlled substances and supply-sensitive therapies. Their mission is simple and important: help veterinarians get what they need, when they need it, so they can save pets.
Introduction
When you work in animal health, communication needs to be dependable. As Amatheon grew, their older phone setup started to feel like a risk. It relied on on-premise equipment that was hard to manage and tied closely to local internet and power conditions. Even small disruptions created avoidable friction for teams handling time-sensitive customer needs.
Amatheon wanted to modernize how they handled calls and messages, reduce operational overhead, and keep customer conversations connected to the same system where their customer and order data already lived: NetSuite.
Problem
As Amatheon grew, their legacy on-premise phone system started to hold them back. It depended heavily on local internet and power stability, which introduced avoidable risk for teams handling time-sensitive requests from veterinary hospitals.
The system also created day-to-day overhead. Hardware management and troubleshooting pulled attention away from the business, and making changes like scaling users or improving routing was harder than it needed to be.
Just as important, customer conversations lived outside NetSuite. NetSuite had the customer and order context, but calls and messages were not captured in the same place. That made it harder to keep consistent notes, support clean handoffs, and maintain a complete customer history.
Amatheon wanted to modernize with a cloud-based, NetSuite-connected platform that improved reliability and efficiency now, and created a better foundation for automation and AI-driven insights over time.
“I’ve believed for a long time that AI will reshape service operations, but only for companies that unify their data first. NetSuite is the backbone of our business, and Contivio makes customer interaction data part of that backbone. ”David Yankana DIRECTOR OF OPERATIONS
Solution
Contivio became the clear choice for Amatheon because it did more than modernize phones. It brought customer conversations directly into NetSuite and turned those interactions into usable intelligence.
With Contivio, every call, chat, and SMS can be captured in the customer record, with AI-generated summaries that standardize documentation and reduce manual wrap-up work. Instead of relying on inconsistent notes, Amatheon’s teams get a clear, structured view of what happened in each interaction, what the customer needed, and what the next step is.
Leadership also gained a new level of visibility. Because conversations are captured and summarized consistently, managers can review performance in minutes instead of spending hours sampling calls, chasing notes, or trying to piece together what happened across channels. That makes coaching faster, quality more consistent, and trends easier to spot.
Beyond voice, Contivio’s integrated tools expanded how Amatheon supports customers. Live chat and chatbot-driven engagement help clients get answers faster, reduce inbound pressure on teams, and ensure customers can reach Amatheon in the channel that fits the moment. The result is a smoother experience for veterinary partners and a more scalable operation for Amatheon.
In short, Contivio and NetSuite together gave Amatheon one connected platform that improves reliability, tightens execution, and unlocks AI-powered efficiency across the customer experience.
“Contivio brought our communications into NetSuite and reduced our cost per dial. The result is better execution and savings we can reinvest where the business needs it most.”David Yankana DIRECTOR OF OPERATIONS
Results
With Contivio in place, Amatheon strengthened the reliability and consistency of mission-critical communication across the business. Moving off on-premise infrastructure reduced operational risk and delivered 99.999% uptime for the teams supporting veterinary hospitals with time-sensitive needs.
By capturing calls, chats, and messages directly within NetSuite, Amatheon improved the quality of customer records and made context easier to find. With approximately 30 users across sales, support, and accounting, teams now operate with clearer handoffs, fewer follow-ups, and more consistent documentation.
Amatheon also reduced per-minute dialing costs and improved control over inbound and outbound communication workflows. Those efficiencies free up time and budget that can be reinvested into other areas of the business while maintaining a high standard of service for veterinary partners.
Live chat and digital engagement options further improved the customer experience by making it easier for veterinary offices to get timely answers and support. Together, Contivio and NetSuite provide a dependable foundation that supports day-to-day execution and long-term growth.
Looking Ahead: Building an AI-Ready Foundation
While AI was not a primary focus when Amatheon first adopted Contivio, unifying customer conversations inside NetSuite created the foundation needed to adopt AI in a practical way as the organization evolves.
With clean interaction data and consistent summaries now in place, Amatheon is positioned to apply AI to faster performance reviews, quality oversight, and better visibility into customer needs and operational trends. This next phase supports smarter decision-making without adding complexity for teams.
By running ERP, CRM, and customer communications within a single connected NetSuite ecosystem, Amatheon is set up to expand automation and intelligence over time while staying focused on their mission of helping veterinarians deliver lifesaving care.
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