Design Engineering Firm Syncroness Improves NetSuite OpenAir Efficiency and Usage With Top Step

Customer Scenario

Syncroness, a subsidiary of Alten Group, is a leading design engineering and product development firm in Westminster, Colorado, that provides engineering expertise for companies in a variety of industries, including those that are highly regulated through flexible engagements and support. In 2016, the company moved from its clunky and poorly featured professional services automation (PSA) tool to NetSuite’s OpenAir, completing the implementation themselves.

As new OpenAir users, Syncroness recognized a gap in their knowledge of the tool and sought out other businesses that were successful with the PSA. Part of the reason they chose OpenAir was because of its ability to be customized, and the organization hoped to find trusted advisors that would allow them to get the most out of the tool and address their unique use cases.

The Syncroness team attended a Top Step hosted user group, where they became acquainted with the Top Step team and their expertise. With their new implementation of OpenAir the opportunity arose to call in experts to identify ways to improve their use of OpenAir and guide them on upcoming projects.

Solution

Syncroness brought in the Top Step team for a business optimization workshop, to help them identify potential efficiencies that could be added to their OpenAir implementation and customizations that would increase the value of the tool even more. The workshop produced a variety of recommendations that would add automation, simplify tasks, boost productivity, and gave Syncroness the control to choose the best next project to tackle based on their pain points.

Results

Since the workshop, Syncroness has continued to engage Top Step to help them work through optimization and customization that has led to other Alten companies to adopt NetSuite’s OpenAir as their PSA.

Each change, from leveraging switches within the platform or adding scripts to extend its functionality, has compounded the efficiency of the system for the organization. “They seem like small changes,” said Patricia Adamian of Syncroness, “but together they add up to a much bigger impact.” Syncroness has seen project managers and other team members get back hours of time thanks to the straightforward automation and additions that Top Step recommended and, in many cases, helped implement as well.

 

“The overall responsiveness and demeanor of the Top Step team has been awesome. It’s clear that they have a very deep understanding of OpenAir and its capabilities as well as how it applies and can benefit the business process. They have a creative way to take a very unique situation and solve it with as simplified of a solution as possible. They are a joy to work with.”     – Patricia Adamian, Project Manager, Syncroness