Amatheon replaced fragile on-premise phone hardware with Contivio — a NetSuite-connected platform that captures every call, chat, and SMS on the customer record, with AI summaries and 99.999% uptime.
Amatheon × Contivio + NetSuite
As Amatheon grew into a leading animal-health distributor, its legacy on-premise phone system started to feel like a liability. The hardware was hard to manage and tied closely to local internet and power — so even small disruptions created avoidable friction for teams handling time-sensitive requests from veterinary hospitals.
It also created constant overhead. Managing and troubleshooting equipment pulled attention away from the business, and routine changes — scaling users, improving routing — were harder than they should have been.
Just as important, customer conversations lived outside NetSuite. NetSuite held the customer and order context, but calls and messages weren't captured in the same place — making consistent notes, clean handoffs, and a complete customer history far harder to maintain.
Contivio sits between Amatheon's customers and NetSuite — turning every call, chat, and SMS into a clear record, then into action on the customer account.
Capture the conversation once. Document it everywhere — automatically.
Beyond a phone-system swap — a connected operation and a data foundation Amatheon keeps building on.
Mission-critical communication runs in the cloud — not on equipment tied to local power and internet.
Calls, chats and SMS are captured in NetSuite, beside the customer and order context.
Documentation is generated automatically and written consistently to each customer record.
Managers review performance from consistent summaries instead of sampling calls by hand.
Reduced per-minute dialing costs today — and a clean foundation for AI as the business evolves.
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.
With clean interaction data and consistent summaries already in NetSuite, Amatheon is positioned to adopt AI in a practical way — without adding complexity for teams.
Performance reviewed in minutes, not hours.
Consistent QA across every interaction.
What customers need, surfaced from conversations.
Patterns spotted before they escalate.
ERP, CRM & comms in one NetSuite system.
Every conversation Amatheon captures today is the foundation for the intelligence of tomorrow.
See how Contivio helps NetSuite customers capture every call, chat, and message on the record — with AI summaries, lower costs, and reliability built in.
Live working session with a Contivio solutions specialist
