Customer Story
- CSCapitol Scientific
- NNetSuite
- ●Customer since 2022
Capitol Scientific increases call efficiency by 30% with NetSuite-connected calling.
Capitol Scientific replaced a standalone VoIP PBX with Contivio, connecting sales and service calls to NetSuite and giving leadership the visibility, recordings, KPIs and AI-generated transcripts needed to coach the team and preserve customer context.
30%
Increase in call efficiency across inbound and outbound contacts
Efficiency
70%
Reduction in desktop phone usage as the team moved to a more mobile way of working
Mobility
Automated Logging
Searchable conversation records that help leadership review calls, coach employees and retain customer context.
Conversation intelligence
Company snapshot
A premier supplier of scientific and laboratory products since 1963.
Based in Austin, Texas, Capitol Scientific offers more than 1 million laboratory supplies and specialty chemicals from 350 manufacturers, backed by a long-standing commitment to customer service, timely delivery and competitive pricing.
- Company
- Capitol ScientificScientific and laboratory products supplier
- Headquarters
- Austin, TexasEstablished 1963
- Catalog
- 1M+ productsLab supplies and specialty chemicals from 350 manufacturers
- Industries served
- Science & industryPharma, biotech, semiconductor, aerospace, academia, life sciences and government
- ERP / CRM
- NetSuiteCustomer since 2022
- Key executive
- Dean LeipsnerExecutive Vice President
The challenge
A NetSuite business running on a phone system that couldn’t see NetSuite.
Capitol Scientific ran its business in NetSuite, but its standalone VoIP PBX had no CRM integration and no call recording. Customer conversations and NetSuite records lived in separate places.
Reps dialed manually and searched for customer information during calls. Leadership had limited visibility into sales activity, which made it hard to assess performance, hold the team accountable and build training around real conversations.
With growth plans ahead, the company needed a communications platform that connected to NetSuite, supported real-time supervision and could scale with the business across both sales and customer service.
- Standalone VoIP PBX with no NetSuite integration
- No call recordings for training or documentation
- Limited visibility into sales team activity
- Manual dialing and long searches for customer information
- Customer interactions disconnected from CRM records
- Legacy technology limiting growth plans
I had to have visibility into what my sales team was doing. I had to have call recording capabilities for sales training, and KPIs to keep my agents accountable. Without Contivio, that wasn’t going to be feasible.
Dean Leipsner · Executive Vice President, Capitol Scientific
Capitol ScientificNetSuite · Contivio
The solution
Every call connected to the NetSuite record.
Contivio associated customer and supplier call activity with the appropriate NetSuite records, removed manual steps from the workday and gave managers the tools to supervise and coach in real time.
Integration
NetSuite-linked calling
- Call activity associated with the appropriate NetSuite customer record
- Click-to-dial replaces manual dialing
- Less time searching for customer information
- Supplier communications on the same platform
Supervision
Real-time oversight
- Live visibility into sales team activity
- KPIs that keep reps accountable
- Insight for leadership from the top down
Coaching
Call recording
- Recordings for sales training and documentation
- Standardized practices across the team
- Real conversations for skill development
AI
AI conversation intelligence
- AI-generated transcripts from customer calls
- Searchable written records of conversations
- Faster review without replaying complete recordings
- Better context for coaching and follow-up
- NetSuite integration
- Click-to-Dial
- Inbound & outbound calling
- Call recording
- Real-time supervision
- KPIs & reporting
- AI transcription
- Searchable conversations
- Mobile calling
The transformation
From a disconnected PBX to a connected sales and service team.
Before
- Standalone VoIP PBX outside NetSuite
- Manual dialing and customer lookups
- No call recordings for training
- Limited visibility into rep activity
- Reliance on desktop phones
After Contivio
- Calls connected to NetSuite records
- 30% more efficient inbound and outbound contacts
- Call recordings powering training and standardized practices
- Real-time supervision and KPIs for leadership
- 70% less desktop phone usage with a mobile-first team
The results
More selling time, better coaching and a foundation to scale.
Reps now place and take calls with NetSuite context in front of them, instead of dialing manually and searching for customer information mid-call.
Call recordings gave managers real material for training, helping reps build skills and bringing consistency to how the team sells and serves customers.
Leadership gained visibility into activity and performance from the top down, and the company now runs on a communications platform built to grow with it.
SellingNetSuite context on every call
Click-to-dial and call activity tied to the customer record replace manual dialing and lookups.
CoachingRecorded calls
Managers train from real conversations and standardize how the team sells.
ManagingReal-time supervision
Leadership sees activity and KPIs as they happen, from the top down.
WorkingMobile-first
Reps are no longer tied to a desk phone to stay connected to customers.
By having Contivio integrated with NetSuite, we had a 30% increase in efficiency, on both inbound and outbound contacts. That’s a third of your day we got back to be able to sell and use for productivity. A huge increase in efficiency which is what we were looking for out of the system.
Dean Leipsner · Executive Vice President, Capitol Scientific
Capitol ScientificNetSuite · Contivio
Get started
Connect every conversation to NetSuite.
Give your sales and service teams NetSuite-connected calling, recordings and real-time supervision on one platform.
