Box Elevates Customer Service Efficiency and Forecast Accuracy with Kantata
Industry
Company
Headquarters
What Kantata Replaced
The Challenge
Box’s Global Consulting Services team works with customers across industries to maximize the value of Box’s platform through implementation, configuration, and ongoing support. Before adopting Kantata, the Global Consulting Services team lacked the visibility they needed into project health and resource capacity, which made it difficult to accurately forecast project timelines and staff resources effectively.
Their previous PSA system was outdated, with limited forecasting capabilities, and Box’s rapid growth created increased pressure on their services team to deliver on customer expectations. Without accurate forecasting, it was challenging to staff projects optimally and provide clients with predictable outcomes.
Todd Guerrieri, VP of Global Consulting Services at Box, shared, “One of our primary objectives was to enhance predictability across various aspects of our operations. This included not only improving our forecasting capabilities but also ensuring consistent delivery timelines and optimizing the sales cycle. Additionally, we sought to better assess the effectiveness of our services, ensuring they are aligned with customer needs and enabling them to derive maximum value from our solutions.”
Box is a leading provider of content management solutions, offering businesses a single, secure platform to securely manage their entire content lifecycle and transform business workflows with enterprise AI.
Benefits
- Improved forecasting accuracy, enabling better resource allocation and planning
- Enhanced data visibility for more informed decision-making across the leadership team
- Faster time to value for customers, ensuring projects stay on track and on budget
time saved per month that operations can put into curating business insights
The Solution
After a comprehensive selection process, Box chose Kantata to replace their legacy system and provide the forecasting and visibility tools they needed to improve operations and up-level the experience of their customers. “This year, we transitioned to Kantata, which was a significant changeover. However, it was necessary to move away from our legacy system in order to fully leverage the advanced, out-of-the-box capabilities that Kantata provides from the outset,” explained Todd.
With the support of Kantata’s professional services experts, Box was able to cutover to Kantata quickly and take advantage of the solution’s enhanced forecasting capabilities. As part of the implementation, integrations were set up via middleware with NetSuite (to manage monthly revenue journal entries) and Workday (to manage resource creation and streamline time off and leave of absence management).
Todd noted, “The Kantata team was exceptional to partner with. We shared a clear set of aligned objectives, and the implementation team provided valuable insights on how to establish the necessary support structures to ensure our teams could effectively embrace the changes introduced by Kantata.”
“I greatly value our partnership with Kantata. From the outset of the selection process to working alongside their various teams, the experience has been distinctly positive and sets them apart.”
VP of Global Consulting Services, Box
The Results
Improved Forecasting Accuracy
Kantata has provided Box with enhanced forecasting capabilities, allowing them to better predict staffing needs and manage resource allocation.
With more accurate data, Box can plan projects more effectively, leading to better customer outcomes.
“Previously, our forecasting capabilities were limited. However, with Kantata, we now have the ability to forecast accurately, which has significantly transformed our approach to resource management, yielding dramatic improvements.”
Enhanced Data Visibility and Decision-Making
Kantata’s real-time dashboards have started to empower Box’s Consulting leadership team to track project progress, identify potential issues, and make data-driven decisions.
This visibility has provided the ability to ensure that projects stay on track, accelerating time to value for customers while delivering on budget goals.
“With the dashboards in Kantata, we can now monitor and assess key aspects of the business with just a few clicks. This includes tracking customer onboarding timelines, evaluating go-live success, and identifying any projects that may be off track. This capability represents a significant improvement from our position just nine months ago.”
Streamlined Operations and Internal Processes
Kantata’s implementation has allowed Box to streamline internal processes, particularly around project delivery and resource management.
With new tools and insights at their disposal, Box is better equipped to meet its internal targets and customer demands.
“Kantata offers significantly more capabilities than our previous system. We are leveraging its versatility to reengineer and optimize our processes, with a strong emphasis on enhancing the overall experience for our customers.”