Hero _bg

Success Story: Keap

“Managers now have access to real-time information about their team’s performance and can make quicker decisions to help them and their teams reach goals. We couldn’t do any of that before without having to dissect financial reports from the accounting team.”

—Kelly Kline, Controller, Keap

Business Challenge

When you don’t have a real-time, streamlined system in place, you’re forced to make crucial decisions based on information that may be weeks or months old. Often, you can’t even be sure that the information is entirely accurate. As an organization grows, real-time information is a necessity. One business that experienced rapid growth is Keap (formerly Infusionsoft), a sales and marketing automation software company.

In an interview, Keap’s controller, Kelly Kline, said, “Before using Adaptive Planning and NetSuite, management throughout the organization was heavily reliant upon Quickbooks and Excel spreadsheets from the accounting teams.”

The company’s CFO, Sam Blackham, agreed. He said that before transitioning to the cloud, Keap was very top-heavy and, like many other businesses, used a cobbled-together mix of Excel spreadsheets. The company’s forecasting work consisted of him and the CEO “sitting in a room, deciding what the plan would be, and then passing that information down through the organization.” 

Furthermore, Keap used a custom version of the 360 Subscription Billing platform in a single script queue within their SuiteCloud instance. Due to their significant month-over-month growth, Keap was experiencing long processing times for their daily customer billing and payments. The processing times became so protracted that it impacted the next day’s ability to process payments. The long processing times required human intervention to monitor the billing process, which delayed their operations. The manual billing process adversely impacted the monthly accounting close, timely financial reporting, and prudent cash management.

Solution & Benefits

Keap worked with 360 Cloud Solutions to implement NetSuite software and Workday Adaptive Planning (formerly Adaptive Insights) for financial forecasting and reporting. The results have been nothing short of amazing. Since the implementation was completed, Keap has averaged around 53 percent growth every year. It’s also doubled its workforce each year for the last four years. 

To tackle the single-queue scripting issue, 360 Cloud Solutions modified the current single queue scripting to leverage the five queues available within the SuiteCloud feature. With billing scripting moving from a single script queue to five parallel queues, pain points were reduced, billing processing time was materially shortened, and reliability was improved. Courtney Awe, a Business Analyst at Keap, said, “The new multi-queue billing feature increased Keap’s billing capacity by 3X. The reduced processing time and increased capacity allow the business to have more time to focus on analysis and strategy.” 



Keap’s success isn’t unusual. By working with 360 Cloud Solutions—a 5-Star NetSuite partner and an award-winning Workday Solution Provider—Keap could accelerate their ROI and implement a perfectly suited ERP. NetSuite allows them to run all of their back-end business and financial functions in one unified system on the cloud. This means that all relevant users can access the information when needed, rather than waiting for a report.

With a NetSuite and Adaptive Planning integration, data from those processes can be rolled-up into consolidated reports that are easily accessible and understandable. Managers can then view these reports and other interested parties to get the information they need to make sound decisions. 

How Keap Used Business Cloud Apps to Fuel Growth and Revenue

In 2009, Keap was named Best Place To Work by the Phoenix Business Journal and their applications for small business sales and marketing management were being adopted at a steadily increasing rate. Due to all of their success, Keap was quickly outgrowing its office space and rapidly developing an uber-innovative, fun culture. But in the back office, their small-business management systems were being pushed to their limits, and visibility into the future was limited.

When 360 Cloud Solutions first spoke to Keap, their business app environment was not scalable, lacked reporting and automation, and was a confused ball of unrelated and semi-connected systems. At the core was the finance team who was quickly was quickly outgrowing Quickbooks and looking for options.

Five years later, we can see the results of implementing an integrated cloud application environment, including NetSuite, Box, Adaptive Planning, and Okta. These are the things that Brian Luckey, Director of Keap’s Information Services department, points to as difference makers:

Actual Visibility
By Implementing NetSuite, they could unify many systems under a single umbrella, including accounting, finance, sales, marketing, case management, and professional services.  Reporting was not only simplified but made things visible and actionable that had once been buried deep into Excel sheets. For once, they actually had actuals.

A defining factor of leading enterprise cloud application makers is User Experience (UX). You’ll often hear this coined as “Consumerization of IT.”  Business users want the same look and feel from their business apps from their consumer apps.

With employees all over the US in sales and marketing, cloud-based systems allowed Keap’s management team to connect with their sales teams in a more meaningful way. Utilizing NetSuite’s CRM module, their sales team submitted sales orders from the field that immediately impacted the GL. Their case management team also gained visibility into meaningful customer sales metrics while dealing with an issue.

Committing to a Build-Not-Buy methodology, Brian Luckey leaned on NetSuite as a platform to develop applications on a single platform instead of adding a disparate family of apps and creating an “integration farm.” Brian leaned on 360’s development team to build mobile apps for IT and marketing with his resources focused on growth.

Future Visibility
Utilizing APIs, Keap connected apps to increase value and improve efficiency. Adaptive Planning, an application for budgeting and planning was integrated into Netsuite to allow budgeting and planning collaboration from within NetSuite. Box’s API allows all of Keap’s employees to access content in the context of a customer record in NetSuite. Using Box’s native provisioning capabilities, each department can access customer files relevant to (not only) the customer and their department.

A More Connected Experience
The Keap team can now share data across their office in Chandler, AZ, across their employee base. So whether you are on the 50-yard line of their football field (yes, you read that right), in their board room, or working remotely from the home office, everyone is connected in real-time, 24/7, and working when inspiration strikes.

Business Process Self Assessment Worksheet