Nordic Nonprofit Global Organization selected ITIL® structured NSPB Service Desk
Managing finances in a nonprofit organization is already challenging, and unexpected system issues can make it even harder.
One leading humanitarian global organization using NetSuite Planning and Budgeting (NSPB) struggled with availability problems that disrupted their financial workflows. Thanks to EPM for NetSuite Nordics‘ ITIL® Service Desk, they not only resolved their urgent issues but are improving the use of NSPB.
The Challenge: Unpredictable Processing Times and Delays
The organization relied on NSPB for planning and budgeting integrated to NetSuite ERP and Salesforce’s Donor Management System, with the plan to extend to other regions. However, they faced:
- Longtime overnight data updating processes, leading to delays in financial reporting.
- Limited in-house NSPB expertise, making troubleshooting difficult.
- Reactive issue handling, causing recurring support from external consultants.
Our Solution: A Proactive, ITIL®-Based Support Model for NSPB
Understanding their urgent needs, we deployed our three-level Service Desk, designed with ITIL® best practices:
- On-line and recorded trainings to empower internal teams with first-level issue resolution skills.
- Certified Oracle NSPB experts in 15 min. slots for deeper troubleshooting and optimization.
- Strategic vendor collaboration with Oracle NetSuite for advanced issue escalation.
By implementing continuous monitoring, root cause analysis, and proactive issue resolution, we transformed their reactive approach into a predictive support model aligned with ITIL® principles.
The Results: A Reliable, High-Performing NSPB System
With our ITIL®-structured Service Desk in place, the organization:
- Regained confidence on NSPB, after being able to fix several issues with own Super Users.
- Reduced at least in 35% its support costs through smarter issue prevention and special rates.
- Faster resolution times, cutting critical issue response from hours to minutes.
By minimizing processing times and freeing their finance team from technical distractions, we helped them focus on what truly matters: supporting their global humanitarian mission.
Is your organization facing similar NSPB challenges?
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