How AI Turns Every Customer Interaction Into Executive Intelligence
Speedmaster Acheived
About Speedmaster
Location: USA, Australia
CRM: NetSuite
Customer Since: 2024
Previous Phone System : Zendesk
Introduction
Speedmaster is a global automotive parts innovator serving racers, builders, and performance enthusiasts across multiple continents. Their reputation is built on delivering world-class components backed by exceptional customer service. As part of their commitment to continuous improvement, Speedmaster explored how the NetSuite Contact Center SuiteApp from Contivio could strengthen their unified NetSuite ecosystem by consolidating customer interactions, CRM activity, and ERP data into a single system of truth.
Before Contivio, customer conversations were routed through Zendesk while operational and customer data lived inside NetSuite. As order volumes grew and expectations rose, this split environment created unnecessary friction for teams that were already performing at a very high level. Calls, chats, and messages existed in disconnected tools, making it difficult for agents to access complete context and limiting leadership’s visibility into real-time customer interactions. By integrating Contivio directly with NetSuite, Speedmaster shifted all customer engagement into the same system that already powered their ERP and CRM. This created the clean, unified data foundation needed to support exceptional service, global consistency, and the future of AI-driven insights.
Problem
Speedmaster already operated a strong global service organization, with high-performing teams delivering excellent customer experiences across regions. As the business scaled, the growing volume and mix of interactions introduced new complexity. This was not a performance issue, it was the natural result of supporting customers across continents while keeping service consistent.
Customer conversations were split across systems. Calls happened outside NetSuite, while chats and emails lived elsewhere, which made it harder for agents to see the full customer journey in one place. Documentation also depended too heavily on manual notes, creating variability and slowing follow-up.
Leadership lacked a single real-time view of what was happening across channels. Queue activity, workload, and trends were harder to monitor globally, and it was difficult to turn scattered conversations into a clear voice of the customer.
Speedmaster set out to unify communication inside NetSuite so teams could move faster with better context, supervisors could manage performance with clearer visibility, and the organization could scale service consistency without adding operational friction.
“The best AI comes from the best data. Contivio and NetSuite together give us one connected system that brings every customer interaction into the same source of truth. That unified foundation delivers cleaner data, smarter intelligence, and a consistent customer experience across every region we serve.”Jason Kencevski CEO
Solution
Contivio became the next step in Speedmaster’s service evolution. Through the NetSuite Contact Center SuiteApp, Speedmaster unified customer conversations inside NetSuite, creating one connected source of truth for service, CRM activity, and operational context.
With voice, SMS, chat, and email integrated directly into NetSuite, agents gained instant access to customer and order context at the moment an interaction begins. AI transcriptions and standardized summaries reduced manual documentation, improved consistency across regions, and gave leaders faster visibility into what customers are experiencing.
Supervisors also gained clearer operational insight through real-time dashboards and live metrics, making it easier to monitor queues, coach performance, and coordinate globally. With conversations captured in a single NetSuite timeline, Speedmaster now operates with cleaner data, stronger consistency, and an AI-ready foundation that supports both day-to-day execution and executive decision-making.
“Speedmaster is built on innovation and service excellence. To deliver an exceptional customer experience, you have to truly understand your customers, and that begins with listening to every interaction. Contivio and NetSuite give our teams the clarity and intelligence needed to deliver consistent, world-class service across the globe.”Jason Kencevski CEO
Results
With Contivio operating inside NetSuite, Speedmaster significantly improved the speed and consistency of global customer support. AI-powered transcriptions and summaries removed the burden of manual notetaking, allowing agents to stay focused on customers while ensuring reliable and standardized documentation across regions.
By surfacing unified customer and order context directly within NetSuite, agents handle complex interactions with greater confidence and accuracy. Supervisors gained clearer real-time visibility into queue activity, workload, and interaction trends, which improved staffing decisions and overall service performance.
Every customer interaction is now captured and connected inside NetSuite, creating a single, dependable customer record across voice, chat, SMS, and email. This unified view gives leadership a stronger voice of the customer, with clean data that highlights patterns, recurring issues, and opportunities for improvement.
As part of their unified NetSuite ecosystem, the NetSuite Contact Center SuiteApp provides Speedmaster with the clarity, consistency, and data foundation needed to deliver exceptional service at global scale.
Looking Ahead: Data Augmentation and AI Evolution
Building on this foundation, Speedmaster plans to expand its use of AI through the NetSuite AI Connector Service. By combining omnichannel conversation data with ERP and CRM context, Speedmaster will gain deeper insight into customer sentiment, product-level issues, regional service trends, revenue risk, and coaching opportunities.
This next phase reinforces Speedmaster’s commitment to running service, operations, and intelligence from a single NetSuite ecosystem, ensuring customer interactions continue to drive smarter decisions and world-class service outcomes.
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