NetIQ

Integrated solution delivers complete process integrity and efficiency

Profile

NetIQ is a leading provider of Systems & Security Management, and Web Analytics solutions, delivering business-critical products to assure, analyze and optimize the performance, availability and security of their customers' IT infrastructure. With a history of innovation and leadership, NetIQ provides a broad range of easy-to-deploy cross-platform products - from award winning Windows, UNIX and Linux systems management solutions to Security Management products and Web Analytics solutions. NetIQ counts more than 4,000 of the world's leading enterprises as key customers. NetIQ is headquartered in San Jose, California, has more than 1,300 employees worldwide, and generates more than $300 million in annual revenue. www.netiq.com

Challenge

As part of an initiative to improve business process efficiency and assure better service to their customers, the NetIQ management team launched an overhaul of their business systems, including significant enhancements to their credit card processing capabilities. The system in use required that an employee manually submit each credit card transaction through a stand-alone program, a relatively slow process that was labor intensive and created the need for manual account reconciliation. Although the existing payment handling procedures were functional, NetIQ executives thought the entire process could be streamlined and integrated with their Siebel sales system and SAP financial processing.

"We wanted to automate the credit card processing as much as possible, in order to reduce non-value-added work for our finance team," German Scipioni, NetIQ's SAP project manager. "We also wanted to eliminate the need for expensive ASP's to operate software for us, so revenue growth did not automatically trigger avoidable cost increases."

Paymetric Solution

NetIQ quickly identified XiPay^TM from Paymetric as a potential solution. "An experienced and trusted SAP contractor working for us recommended Paymetric," said Scipioni. "We also discovered that the Paymetric team includes industry-recognized payment processing and SAP expertise." With SAP and Siebel providing integrated business systems for NetIQ, the ideal credit card payment solution would need the flexibility to integrate smoothly with both SAP and Siebel.

Paymetric consultants worked closely with the NetIQ team to develop an implementation plan that fully addressed the company's needs while keeping costs to a minimum. NetIQ chose Paymetric's remote implementation option, eliminating the expense of business travel while providing timely project completion.

Results

The resulting solution was a dual integration between SAP and XiPay^TM, and between Siebel and XiPay^TM. "The implementation was quite seamless," said Scipioni. When an order is booked in SAP, SAP runs the card back through XiPay^TM and charges the customer account. The bank then pays NetIQ, and NetIQ easily reconciles the balances with XiPay^TM and the merchant processor using standard Paymetric / SAP functionality.

NetIQ derived benefits beyond the initial goal of automating a manual process. The integrated nature of the Paymetric solution enables NetIQ to rapidly clear open invoices with a credit card payment, easily track transaction activity from start to finish, and provide superior customer service.

"We can scale up the number of transactions without needing additional headcount to support it," said Scipioni. "We also have a higher percentage of successful credit card transactions because the processing time on our side is faster, which makes the customer experience that much better."

The Bottom Line...

Fast credit card validation
Efficient payment processing
Protected credit card data
Complete SAP-integrated solution
Customer service of the highest level