Failed ERP implementation rescue case study

Failed ERP Implementation Rescue Case Study

A $150M company went live on NetSuite with material gaps — broken integrations, half-working processes, no controls, COA chaos. Sixteen weeks of post-implementation rescue later, the system was stable, the operating model was clean, and the team was back to a 5-day close.

Client profile: Composite case study based on a $150M B2B services company that went live on NetSuite OneWorld 4 months prior with a different implementation partner. Major issues: 3 of 8 integrations broken at cutover, COA had 800+ accounts (uncleaned), no documented controls, post-cutover hypercare overran scope, finance team frustrated and considering quitting.

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Company context Before — what was actually broken What Ledger Summit implemented ERP rescue mechanics — what gets stabilized Implementation timeline Measured results

Company context

The client is a $150M B2B services company. NetSuite went live 4 months prior, implemented by a different partner. The cutover happened on schedule but with significant gaps: 3 of 8 integrations didn't work properly, the chart of accounts was 800+ entries deep with duplicates, no controls were documented, custom workflows were fragile, and the team was firefighting daily.

By month 4, the situation was: close cycle had ballooned to 12 days, audit fieldwork was approaching with no controls documentation, lender quarterly reporting was late, and the previous implementation partner was unresponsive. CFO had two choices — re-migrate (start over) or rescue (stabilize what exists). We were brought in for the rescue option.

$150M B2B services
NetSuite OneWorld, live 4 months
Implementation partner: different firm; unresponsive
3 of 8 integrations broken at cutover
800+ COA accounts (with duplicates)
No documented controls
Custom workflows fragile
Close cycle 12 days
Audit fieldwork approaching
Lender reporting late
Finance team frustrated; flight risk

Before — what was actually broken

3 broken integrations: Bill (BILL.com), Salesforce, payroll
COA: 800 accounts with material duplicates
Custom workflows for AP / AR not documented
No SoD matrix; no JE approval routing
Reconciliations sporadic; sub-ledger to GL drift
No reporting framework beyond ad-hoc saved searches
Hypercare contracted but unresponsive
12-day close cycle
Lender quarterly reporting overdue

What Ledger Summit implemented

Triage: comprehensive system audit, identify what works vs. what doesn't
Integration repair: Bill, Salesforce, payroll integrations rebuilt against current NetSuite APIs
COA cleanup: 800 → 320 active accounts; duplicates merged; standardized naming; roll-up structure designed
Workflow documentation: custom AP / AR workflows documented; brittle ones rebuilt
Controls deployment: SoD matrix; JE approval routing; sub-ledger reconciliation gates
Reconciliation discipline: sub-ledger to GL daily; period-end reconciliation gates close
Reporting framework: management pack monthly; saved searches standardized

Tool Box AI workflow layer: approval routing, evidence pack assembly, exception handling
Audit prep: PBC list, walkthrough memos, control narratives
Lender reporting: weekly availability, monthly quarterly compliance
Team retention: stabilization restored finance team confidence; flight risk reduced

ERP rescue mechanics — what gets stabilized

Area	Rescue activity
System audit	What works, what doesn't, what needs rebuild
Integration triage	Per-integration: working / broken / partially working
Integration repair	Rebuild against current APIs; replace middleware where simpler
COA cleanup	Merge duplicates; normalize; design roll-up; documented
Workflow rebuild	Custom workflows: documented, simplified, made maintainable
Controls deployment	SoD; approval routing; reconciliation gates; evidence packs
Reporting	Saved searches, dashboards, management pack standardized
Documentation	SOPs, runbooks, training materials produced
Team support	Hypercare for the team during stabilization

Implementation timeline

Weeks 1–2: Triage; system audit; integration inventory; team interviews
Weeks 3–6: Integration repair: Bill, Salesforce, payroll
Weeks 7–9: COA cleanup; workflow documentation
Weeks 10–12: Controls deployment; SoD; approval routing
Weeks 13–14: Reconciliation discipline; reporting framework
Weeks 15–16: Audit prep; lender reporting catch-up; hypercare close-out

Measured results

Metric	Before	After	Delta
Working integrations	5 of 8	8 of 8	+3
COA active accounts	800+	320	−60%
Documented controls	None	Comprehensive	—
Close cycle	12 days	5 days	−58%
Reconciliation discipline	Sporadic	Daily	—
Reporting framework	Ad-hoc	Standardized	—
Lender compliance	Overdue	Current	—
Team flight risk	High	Stabilized	—

Alternatives considered

Option	Time	Cost	Strengths	Weaknesses
Re-migrate to fresh NetSuite	9–12 months	$420K–$780K	Clean slate	Disruption + cost; team won't survive twice
Switch to Sage Intacct	9–12 months	$420K–$680K	Different platform	Full migration disruption
Stay broken	—	Operational pain	No vendor cost	Compounds; team leaves
Ledger Summit rescue (selected)	16 weeks	$220K–$340K	Right-sized; preserves system	Maintenance ongoing

When this approach fits

$25–500M companies with stalled / broken ERP implementation
NetSuite, Sage Intacct, or comparable platform live with gaps
Original implementation partner unresponsive or moved on
Team frustrated; flight risk
Audit / lender / board pressure
System foundations salvageable (most are)

Lessons learned

Audit before fixing. Comprehensive understanding of the gaps prevents whack-a-mole.
Integrations first. Most operational pain comes from broken integrations; fix those first.
COA cleanup is unavoidable. Bad COA undermines everything downstream.
Team support during rescue. Frustrated team is a flight risk; stabilization restores confidence.
Document everything. Originally undocumented system + departures = institutional knowledge crisis.

Frequently asked questions

What's the typical cost?

$220–520K depending on scope, system, and complexity.

How long does rescue take?

12–24 weeks for $25–250M companies; longer for complex multi-entity / international.

When is rescue better than re-migration?

Rescue when system foundations are salvageable. Re-migration when foundations are fundamentally wrong (wrong system, wrong industry fit).

How do you preserve team during rescue?

Communication; visible progress; quick wins early; respect for what they've been through.

What about the original implementation partner?

Rescue typically replaces them. Sometimes coordination if they're willing to fix specific items.

Does rescue support audit?

Yes — controls documentation, evidence packs, walkthrough memos all part of scope.

What if the system really is wrong?

Rescue assessment will surface this; recommendation will be re-migration. Most cases are salvageable.

Can rescue work on Sage Intacct, SAP, etc.?

Yes — pattern is system-agnostic; platform-specific expertise required.

What about post-rescue?

Managed support, fractional controller oversight, ongoing optimization. Maintenance is the goal.

How do you charge?

Project-based for rescue; ongoing managed support optional. Quoted after scoping call.

NetSuite (or other ERP) live but broken?

A 30-minute call walks the system and tells you whether rescue or re-migration is the right call.

Book a free call