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Case Study

Financial processes and reporting for Live ops

The real complexity was to design the scope and the strategy that wouldn’t interfere with everyday business operations. Once our certified consultants mapped out the path, the implementation was done smoothly and accurately.

This was a large project with many moving parts, integrations, and use of third-party apps. Their friendly approach to our group and management, along with fluent communication and robust, yet flexible, planning got the project completed on time and within budget.

Darron Yancy
Vice President of Finance

At a glance


Outsourcing Communications

ERP Implementation


About the Client: Live Ops

LiveOps provides businesses with the opportunity to access one of the largest bases of virtual call center agents. They offer highly skilled customer service and sales professionals that are well versed in various industry verticals. They were in need of a NetSuite Implementation Partner to configure the intuitive ERP to their needs. They were looking for a partner that would implement on-time and on-budget, as well as provide thought leadership on the best way to handle the implementation. Prior to the start of the project, their finance team had two operating systems in place.

A Need for a NetSuite Solution Provider

Implement NetSuite and transition from SAP, as well as integrate three existing relied on applications, Concur, Celigo, and AvidXchange, without disrupting daily operations.

Project Highlights

Strategy: With a looming deadline, the client had a long list of functions that they wanted addressed before launch. They also wanted to simplify their invoicing methods to eliminate complicated approval processes and streamline tax accounting/reporting and Agent Pay procedures. Integrating with NetSuite and replacing manual Excel work and non-financial metrics with accurate financial reporting were also necessary. Finally, they wanted to configure an accurate fixed asset management module and migrate over 1,000 assets.

Process: Our group went on-site to obtain a deep understanding of what their employees needed. Requirements were drafted and honed to a point of full team buy-in and acceptance. Together, they opted to use collaboration tools like Wrike for collaboration and task management, and Gantt for status updates. We also held weekly 15-minute stand-up meetings to report on progress and to establish what still needed to be done.

We planned for data migration early, introducing Excel import templates to ensure a clean import of data during configuration and at Go Live, resulting in a problem-free migration. Every module that was configured was demonstrated to them prior to unit testing and requirement acceptance. This got the group used to interacting with the platform frequently so that on Go Live they were power users.

Post-release, Trajectory offered support to clean up and add on any last pieces of non-critical functionality, as well as onboard new users who were introduced mid-project.

When it relates to migrating data from one system to the other, the quantity of useless information can become a real problem if it is not cleaned up on time.

ERP Lessons Learned

Their team quickly adopted the intuitive ERP solution and were able to produce accurate financial reports within weeks of Go Live. Their month-end close cycle decreased from 3-4 weeks to less than 2 weeks.

Alex Olano


Trajectory Group


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