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Customer Story
Flags & Patriotic Goods NNetSuite-native AI-powered
formerly Carrot-Top Industries

Every customer conversation, captured and understood — inside NetSuite.

Freedom & Glory — the second-largest independent flag dealer in the U.S. — brought AI transcription, self-service, and quality insights into NetSuite with Contivio, so agents stay focused on customers instead of the keyboard.

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Freedom and Glory unified customer conversations with Contivio's AI-powered contact center for NetSuite Freedom & Glory × Contivio + NetSuite
Industry Leader 2nd-largest independent flag dealer in the U.S. Proudly serving since 1980
Automate Notes & summaries written for you AI-powered inside NetSuite
3-in-1 Phone, chat & email, unified One view inside NetSuite
2024 Capturing every conversation in NetSuite Contivio customer since
Company snapshot

America's flag dealer, modernizing on NetSuite.

Headquarters HillsboroughNorth Carolina, USA
Industry Flags & PatrioticFlags, flagpoles & goods
ERP / CRM Oracle NetSuiteSystem of record
Founded 19802nd-largest U.S. flag dealer
Customer since 2024Contivio for NetSuite
The challenge

A strong team, held back by manual work.

Carrot-Top's service team was already excellent — but reactive, manual processes capped efficiency, visibility, and scale.

Founded in 1980, Freedom & Glory (then Carrot-Top Industries) grew into the second-largest independent flag dealer in the U.S. on the strength of a dedicated, high-performing customer-service team — but its contact-center tools hadn't kept pace with that growth.

Agents spent valuable time manually typing call notes into NetSuite after every interaction, and leadership ran quality audits by hand — slowing feedback loops and making it hard to pinpoint where to improve.

Phone, chat, and email also ran in separate silos, leaving no unified view of the customer. Without centralized insight — and without automation for routine requests — it was difficult to spot trends or scale the operation.

  • Call notes typed by hand
  • Quality audits done manually
  • Phone, chat & email in silos
  • No unified view of customers
  • Repetitive work, hard to scale
The solution

Where conversations become business action.

Contivio sits between Freedom & Glory's customers and NetSuite — turning every call, chat, and email into an automatic record, then into action on the customer account.

Customer interactions

Every channel

Voice calls Live chat Email AI chatbot Smart self-service
Contivio interaction layer

Conversation intelligence

Live transcription Sentiment Quality scoring Voice of Customer AI-optimized outbound campaigns
Business systems

On the record

NetSuite customer record Auto-synced transcripts Order & account data Reporting & dashboards Manager visibility

Capture the conversation once. Document it everywhere — automatically.

The transformation

From manual and siloed to one intelligent platform.

Before Manual & siloed
  • Agents typed call notes by hand
  • Phone, chat & email in separate silos
  • Quality audits done by hand
  • Hours lost to repetitive requests
After Contivio + NetSuite
  • Auto transcription synced to the record
  • Phone, chat & email unified in NetSuite
  • AI quality scoring on every interaction
  • Routine requests handled by AI self-service
  • Voice-of-customer insight for leaders
The results

Outcomes that compound.

Beyond a contact-center upgrade — a connected, AI-driven operation Freedom & Glory keeps building on.

Agents focus on people, not keyboards

Transcripts and summaries appear in NetSuite automatically — no manual note-taking after every call.

Seamless AI-driven automation

Order tracking and routine requests are handled automatically by AI chatbots and smart self-service.

Increased sales opportunities

AI-optimized outbound campaigns and smart list management streamline both sales and collections.

Objective quality scoring

Sentiment, keywords and behavior generate consistent scores — replacing audits done by hand.

Voice of Customer analytics

Post-call surveys and sentiment tracking show how customers feel — and why — in real time.

“
Our agents love that they don't have to type anymore. The transcript just appears in NetSuite — accurate — so they stay focused on the customer instead of the keyboard.
Stephen Hathaway · Chief Operating Officer, Freedom & Glory
Freedom & Glory
What's next

Turning conversations into strategic intelligence.

With transcripts, chat logs, and sentiment already unified in NetSuite, Freedom & Glory is exploring MCP-driven analysis to enrich every customer record with contextual intelligence.

Customer interactions Contivio AI NNetSuite + MCP analysis Powers

Customer intent

Buying behavior surfaced from real conversations.

Lifecycle trends

Patterns across the full customer journey.

Smarter forecasting

Decisions backed by data-enriched records.

Proactive service

Issues surfaced before they escalate.

Personalized engagement

Context on every customer record.

Every conversation Freedom & Glory captures today is the foundation for the intelligence of tomorrow.

Get started

Turn customer conversations into business action.

See how Contivio helps NetSuite customers capture every call, chat, and message on the record — with AI summaries, lower costs, and reliability built in.

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