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 had already established an exceptional global service organization, with highly skilled teams delivering elite customer experiences across every region they support. As the business continued to scale, the growing volume and variety of customer interactions introduced new layers of complexity. These challenges did not reflect operational gaps, but rather the natural demands of a company expanding rapidly and serving customers across continents.
Strategic Opportunity:
Instead of waiting for performance issues to arise, Speedmaster proactively pursued a more unified and intelligent communication system that could enhance an already strong foundation. Their goal was to give high-performing teams faster access to context, provide leadership with clearer real-time insight, and strengthen the consistency of service across all channels and regions.
Siloed Communication Channels: Calls occurred outside NetSuite while chats and emails lived in separate systems, preventing agents from seeing the full customer journey in one place.
Manual, Time-Consuming Notetaking: Agents typed summaries after each call, slowing response times and creating variability in documentation across regions.
Limited Real-Time Visibility: Supervisors lacked unified insight into queue activity, customer sentiment, and agent workload, which made global coordination more difficult.
No Clear Voice of the Customer: With conversations spread across several different tools, leadership found it challenging to identify trends, recurring issues, and opportunities for continuous improvement.
Summary Statement: Speedmaster sought a single, intelligent platform capable of elevating visibility, unifying communication, and supporting their mission of delivering best-in-class global service at scale.
“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 natural next step in Speedmaster’s evolution. Through the NetSuite Contact Center SuiteApp, Speedmaster elevated an already exceptional global service foundation by unifying customer interactions into one connected source of truth.
By integrating voice, SMS, chat, and email seamlessly with NetSuite, Contivio gave agents instant access to context, standardized documentation, and real-time operational insight. High-performing teams became even more efficient, and leadership gained a clearer and more unified view of customer interactions across the world.
Key Capabilities Implemented
AI-Powered Transcriptions and Summaries: Automatic, standardized summaries ensured accuracy across all regions while giving leadership immediate visibility into every interaction.
Real-Time NetSuite Screen Pops: Agents saw customer history, order details, and prior communications the moment a call arrived, which reduced handle time and improved service consistency.
Omnichannel Capture Connected to NetSuite: Calls, chats, SMS, and emails were brought together in a single customer timeline that remained synchronized with NetSuite, ensuring complete context with every interaction.
Supervisor Dashboards and Live Metrics: Global leaders gained real-time insight into queues, workloads, and sentiment trends, which enabled proactive staffing and more effective operational decision-making.
Summary Statement:
With AI enriching every interaction and unified data surfaced through NetSuite, Speedmaster now operates from a single source of truth that supports daily service excellence as well as executive-level strategic planning.
“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
Faster, More Accurate Global Support: AI eliminated manual notetaking and allowed agents to focus fully on customers while ensuring consistent and reliable documentation across all regions.
Increased Agent Confidence and Efficiency: Unified context surfaced through NetSuite empowers agents to handle complex cases with clarity, accuracy, and speed.
Real-Time Operational Control: Supervisors gained instant visibility into performance metrics, queue activity, and interaction trends, which improved staffing decisions and customer outcomes.
A Unified Global Communication Hub: Every interaction is now captured and surfaced within NetSuite, giving Speedmaster a complete and dependable customer record that spans all channels.
A Stronger, Data-Driven Voice of the Customer: Clean, AI-generated summaries provide leadership with clear insight into customer patterns, product feedback, and regional trends.
With the NetSuite Contact Center SuiteApp operating as part of their unified NetSuite ecosystem, Speedmaster gained the clarity, consistency, and clean data needed to deliver exceptional service at global scale.
Looking Ahead: Data Augmentation and AI Evolution
Building on their unified communication foundation, Speedmaster plans to leverage the NetSuite AI Connector Service to bring deeper intelligence into the organization. By connecting omnichannel conversations and NetSuite data to an advanced AI assistant, Speedmaster will gain insight into regional customer sentiment, product-level issue detection, global service trends, revenue risk identification, and coaching and quality assurance opportunities. This next phase strengthens Speedmaster’s commitment to delivering world-class customer service at global scale and reinforces the value of running ERP, CRM, and customer interactions within a single integrated NetSuite ecosystem.
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