{"id":1145,"date":"2018-04-03T19:47:04","date_gmt":"2018-04-03T23:47:04","guid":{"rendered":"https:\/\/blog2wrkdev.wpenginepowered.com\/rapid7-slackbot-q2o-netsuite-salesforce\/"},"modified":"2026-09-29T06:41:50","modified_gmt":"2026-09-29T10:41:50","slug":"rapid7-slackbot-q2o-netsuite-salesforce","status":"publish","type":"post","link":"https:\/\/blog2workato.wpengine.com\/rapid7-slackbot-q2o-netsuite-salesforce\/","title":{"rendered":"How Rapid7 Uses Workato for Slackbot and Q2O Automation with NetSuite and Salesforce"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.rapid7.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Rapid7<\/a> (NASDAQ: RPD) is a leading provider of analytics solutions for security and IT operations. With over 7000 clients across more than 120 countries, the firm specializes in vulnerability management, app security, penetration testing, IT management, and incident detection. Their mission is to unite IT, security, and DevOps teams to make security an inherent outcome of all innovation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Like many organizations, Rapid7 was impressed by the functionality that best-of-breed SaaS apps offer. The company was also aware of the potential downside to growing its app ecosystem: disparate apps can create data silos, where crucial information exists only within one app and isn\u2019t easily accessible. Silos can impede an organization\u2019s productivity by slowing down business processes from order fulfillment to support ticket resolution. In order to fulfill its commitment to its external customers, Rapid7 needed an integration solution that could connect its best-of-breed apps to streamline its internal operations.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Addressing the SaaS Explosion<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">John Herson is an Enterprise Solutions Architect in the Enterprise Architecture and Technology Solutions Team at Rapid7. \u201cWe\u2019re expanding from a security firm to becoming a SaaS company for security and IT professionals&nbsp;so they can have critical insights into vulnerabilities across their infrastructure,\u201d he says. \u201cMy team focuses on achieving our company mission internally and making our own internal processes as efficient as possible,\u201d he says.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Initially, Rapid7 used <a href=\"https:\/\/www.workato.com\/integrations\/netsuite?ref=connector-rapid7\">NetSuite<\/a> as its hub for all internal activity. \u201cNetSuite was, at one time, the be-all and end-all for everything we did,\u201d Herson elaborates. Eventually, the company transitioned to best-of-breed SaaS apps, which offer specialized features and functionality for each line of business.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Related: <a href=\"https:\/\/blog2workato.wpengine.com\/netsuite-automations\/\" rel=\"noopener noreferrer\">3 NetSuite automations that can help your finance team thrive<\/a><\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Solving this gap between all of their SaaS apps was one of the first challenges Herson was tasked with. \u201cIndividual apps are good at solving one or two problems, but eventually data needs to move between them,\u201d Herson explains. \u201c[We needed an integration platform in order to] get actionable insights and to make sure that information is visible across all our business apps.\u201d<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Untitled-design-21.png\" alt=\"Workato helps connect NetSuite to Salesforce.\" class=\"wp-image-7691\"\/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Today, Rapid7 uses NetSuite, <a href=\"https:\/\/www.workato.com\/integrations\/salesforce?ref=connector-rapid7\">Salesforce,<\/a> Slack, <a href=\"https:\/\/www.workato.com\/integrations\/marketo?ref=connector-rapid7\">Marketo,<\/a> and more.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Picking a Platform with Slack in Mind<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.workato.com\/integrations\/slack?ref=connector-rapid7\">Slack<\/a> is widely known as the fastest growing business app of all time and Rapid7 started using it in March 2017. Herson wanted to make sure the integration and automation platform they chose could not only automate their cloud apps like NetSuite and Salesforce, but also could create secure and robust integrations that involved Slack. When he asked Slack who fit the bill, Slack recommended Workato.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Rapid7 team selected three integration vendors to evaluate and included Workato based on Slack\u2019s recommendation. \u201cTime-to-market was a critical element when evaluating vendors,\u201d says Herson. After a three-month-long assessment period, Herson\u2019s team selected the intelligent automation platform. \u201cWorkato quickly moved into the lead because of its price and time-to-market,\u201d he says. \u201cBut the UX was also a factor; you can log in and see all your apps and connectors in a familiar layout reminiscent of a smartphone.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Watch Dodwad and Mike Flynn, a Principal Application Engineer at Rapid7, further explain their reasons for choosing Workato and the impact it\u2019s had on their team:<\/span><\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Why Workato is the New Norm at Rapid7\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/zHtEwqBsscg?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Triaging Customer Tickets Faster with Salesforce ServiceCloud and a Slackbot<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">After selecting Workato, Herson\u2019s team quickly got to work mapping out key workflows to automate. They started by using Workato to connect Slack to Salesforce Service Cloud in order to create real-time case status notifications in Slack for the customer service team.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>&#8220;We want people to use Slack as their hub to interact with other apps during their day-to-day work.\u201d<\/p><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Priya Dodwad, an Application and Integration Engineer on Herson\u2019s team, says that switching to Slack revolutionized how the company did its work. \u201cSlack is so intuitive and easy to use that our entire organization quickly adopted it. We started thinking about how we could help our internal stakeholders by automating processes using Slack,\u201d says Dodwad. \u201cWe want people to use Slack as their hub to interact with other apps during their day-to-day work.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">She explains that Slack is an especially valuable tool for the support team. \u201cOur customer service (CS) agents work on many support cases from external customers every day,\u201d she says. To help them manage the workload, agents receive email notifications every time a case\u2019s status changes. But those notifications aren\u2019t in real time, Dodwad explains, and the flood of emails can quickly become overwhelming for even the most seasoned CS agent.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Slack-2-2-e1522874682329.jpg\" alt=\"Workato helps connect NetSuite to Salesforce.\" class=\"wp-image-7025\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">To lighten the load, Rapid7 created an automated workflow involving Salesforce\u2019s Service Cloud and Slack. \u201cWhenever a case changes status, the CS team receives a Slack notification in a dedicated channel,\u201d says Dodwad. \u201cThis way, they can see all the important case information right from Slack.\u201d The notifications allow CS agents to triage and respond to cases much more quickly, improving the customer experience. Dodwad expects to build the workflow out further so that agents receive notifications only for the cases assigned to them.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Minimizing the Customer Success Management Team\u2019s Research Burden with a Slackbot<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Herson and Dodwad are constantly innovating new ways to use bots to do more work for Rapid7. \u201cWe\u2019re thinking about a bot-based strategy,\u201d says Dodwad.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Instead of using an out-of-box Slackbot, she explains, the company decided to build its own using Workato\u2019s Workbot. \u201cCustom bots are more scalable,\u201d she says, \u201cand Workato provides the framework for making a bot truly powerful through integration.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Rapid7 hopes to use Workato and Workbot to reduce the manual work its Customer Success Management (CSM) team faces every day. Because they\u2019re responsible for onboarding new customers, the CSM team holds regular set-up calls with recently acquired clients.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>\u201cIn a matter of a few seconds, you have all the information that you previously spent hours gathering.\u201d<\/p><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThey spend a lot of time researching each customer before getting on those calls,\u201d explains Dodwad. \u201cThey look at how many support cases the customer has opened, how many of those cases have been resolved, and so on.\u201d<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Slack-1-e1522784085453.jpg\" alt=\"Workato helps connect NetSuite to Salesforce.\" class=\"wp-image-7009\"\/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">In total, the CSM team spends seven to eight hours every week doing this research. To make this process more efficient, Dodwad says, Workbot will be customized as a CSM bot that will pull key customer information from other apps and serve it to agents in Slack. \u201cAgents can invoke the Slackbot using a slash command in Slack. Then it will consolidate all the crucial information from apps like NetSuite, Salesforce Sales Cloud and Service Cloud into a Customer Success Report PDF and give them the link in Slack,\u201d she explains. \u201cIn a matter of a few seconds, you have all the information that you previously spent hours gathering.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In addition to delivering the file via Slack, the integration will also save the PDF to a shared drive for easy access later. \u201cBy automating the research process with Workato, we save the CSM team time so they can focus on vetting deals and providing a better customer experience,\u201d Dodwad continues.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Linking NetSuite and Salesforce for Q2O<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Another important area where Rapid7 is implementing Workato is to connect Salesforce\u2014its system-of-record\u2014with NetSuite, which is the company\u2019s customer master.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Herson\u2019s team is creating a comprehensive series of integrations to sync accounts, contacts, and partner details between the two apps. \u201cWe&#8217;re getting ready to roll a whole host of productionable integrations between Salesforce and NetSuite, primarily, as part of our second release of our Salesforce implementation,\u201d he said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe have two major Workato integrations that just keep NetSuite and Salesforce in sync with one another. The first is bi-directionally syncing the Salesforce account to the company in NetSuite. The other is a contact sync, so a contact in Salesforce syncing to a contact in NetSuite, also bi-directionally,\u201d Herson explained.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Untitled-design-22.png\" alt=\"Workato helps connect NetSuite to Salesforce.\" class=\"wp-image-7692\"\/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">In addition, Herson\u2019s team has a few other Workato automations in place. One is an integration to sync partner data from Salesforce back to NetSuite so they can fulfill orders. The other helps automate the quote to order process.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe other critical business function is the sales overflow,\u201d said Herson. \u201cWe&#8217;re able to take a signed, approved quote and convert that into a sales order in NetSuite for fulfillment, provisioning, and revenue recognition. We&#8217;re consolidating the downstream functions of a sales order &#8211; the sales order creation happens in Salesforce and it&#8217;s pushed into Netsuite for those back office functions.\u201d<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>&#8220;Because Workato can take care of our integration and automation needs, including bot framework, Workato kind of opened up all the avenues for us in one go.&#8221;<\/p><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\"><em><span style=\"font-weight: 400;\">Related: <a href=\"https:\/\/blog2workato.wpengine.com\/lead-lifecycle-guide\/\" rel=\"noopener\">Everything you need to know about automating across your lead lifecycle<\/a><\/span><\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><b>Streamlining the Delivery of Invoices and Their Reminders<\/b><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Before Workato, Rapid7 had to manually send each customer an invoice and deliver several reminders if necessary (e.g. 15 days past due, 30 days past due, etc.). This was an extremely time consuming process for Rapid7\u2019s RevOps team, and it prevented customers from receiving timely invoices and reminders, thereby also delivering them a poor experience.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">With Workato, the team has been able to automate their entire invoicing workflow. This has allowed employees in RevOps to take a hands-off approach, while ensuring that customers receive notifications around their invoices on time.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Opening Avenues to Integration, Automation, and Bots with Workato<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">For Herson, the <a href=\"https:\/\/blog2workato.wpengine.com\/benefits-of-business-integration\/\">benefit of integration<\/a> is innate: \u201cIt\u2019s a fundamental business benefit: data becomes more powerful when it\u2019s connected, as opposed to siloed.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The company also expects major improvements in support case time-to-resolution, as well as a CSM staff that is more focused on strategic work rather than administrative tasks. \u201cThe CSM team is spending, as Priya mentioned, between six to eight hours a week on manual preparation. We expect that to drop significantly to minutes a week, as opposed to hours a week,\u201d said Herson.<\/p>\n\n\n<p><iframe loading=\"lazy\" title=\"Rapid7 &amp; Workato | Customer Stories\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/2VOCB2zVjJQ?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But that\u2019s not where Rapid7\u2019s integrations end.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Today, they\u2019ve integrated more than 20 of their applications by using Workato. And they now have more than 30 employees across 6 teams using the platform to transform processes across support, customer success, sales ops, marketing, and HR teams.&nbsp;<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Ultimately, Rapid7\u2019s expects that Workato will continue to play an integral role in streamlining the company\u2019s internal operations and allowing the company to grow. According to Flynn, \u201cThings that used to be such a big pain, are no longer a pain anymore. Workato is the new norm at Rapid7. We\u2019re using it everyday to find new ways to automate our manual tasks.\u201d<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><i>Ready to revolutionize your work with automation?&nbsp;<\/i><\/h3>\n\n\n\n<div class=\"wp-block-button aligncenter\"><a class=\"wp-block-button__link has-vivid-green-cyan-background-color has-background\" href=\"https:\/\/www.workato.com\/request_demo?ref=connector-rapid7\">Book a Demo Now<\/a><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Rapid7 (NASDAQ: RPD) is a leading provider of analytics solutions for security and IT operations. With over 7000 clients across more than 120 countries, the firm specializes in vulnerability management, app security, penetration testing, IT management, and incident detection. Their mission is to unite IT, security, and DevOps teams to make security an inherent outcome [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":11871,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[31,34],"tags":[],"class_list":["post-1145","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-automation-integration","category-customer-stories"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How Rapid7 Uses Workato to Connect NetSuite and Salesforce<\/title>\n<meta name=\"description\" content=\"To fulfill its commitment to its customers, Rapid7 needed an integration solution that could streamline operations by connecting NetSuite to Salesforce.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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