Case Study: Rapid7 achieves faster support triage and automated NetSuite–Salesforce Q2O with Workato

How Rapid7 Uses Workato for Slackbot and Q2O Automation with NetSuite and Salesforce

Rapid7, a leading security and IT analytics provider, faced growing operational friction as it moved from a single NetSuite hub to a best-of-breed SaaS stack (Salesforce, Slack, Marketo and more). The proliferation of apps created data silos that slowed processes from support triage to order fulfillment, so the company needed an integration platform that would surface actionable data across systems—especially into Slack, their primary collaboration hub.

Rapid7 selected Workato (recommended by Slack) to build integrations and custom bots: real-time Salesforce Service Cloud case alerts into Slack channels, a Workbot-driven Customer Success Report that pulls data from NetSuite and Salesforce into a PDF, bi-directional account/contact syncs between Salesforce and NetSuite, and quote-to-order automation. These automations sped support triage, consolidated customer research from hours to minutes per week for CSMs, streamlined order fulfillment and revenue recognition, and created a scalable foundation for further bot-driven automation.

Rapid7

John Herson

Enterprise Architect