Up for the Challenge 

In a phase of rapid growth, UserTesting, an experience research and insights platform, was preparing to go public and faced the daunting task of building a procurement process from scratch. As Emily Hilo, UserTesting’s senior procure-to-pay manager, explained, “At the time, procurement processes were still informal, so standing up a formal procurement system was a critical step in scaling our operations.” 

The lack of a procure-to-pay (P2P) system created inefficiencies, limited visibility into spending, and left the company without the tools needed to manage procurement processes effectively. With plans for global expansion and a merger on the horizon, UserTesting needed a robust, scalable solution that could evolve with the business. 

Adding to the complexity, UserTesting initially relied on two separate systems: Zip for intake and Coupa for the rest of the P2P process. This disjointed setup made it clear that a unified solution was necessary. 

How We Helped: The Power of Procurement Transformation 

With deep expertise in Coupa implementations, including being awarded North American Regional Partner of the Year, CrossCountry Consulting worked closely with UserTesting to design and implement a P2P process tailored to the company’s unique needs.  

  • Configuring Coupa for maximum value: The system was designed to handle rapid organic and inorganic growth, complex requirements, detailed approval workflows, and global payment functionality. 
  • Transitioning to a fully integrated procurement function in Coupa: When it became clear the intake process existing in Zip could be delivered via Coupa without the dual-system approach, all P2P processes were migrated into Coupa, which streamlined operations, improved visibility, and eliminated redundancies. 
  • Implementing and deploying new Coupa modules: Over the years, CrossCountry supported UserTesting through multiple systems projects, including the rollout of Coupa’s virtual card module. 

“Adding the Coupa virtual card module has given us more visibility into our credit card spend, more control, and ensures that spend is approved before purchases are made,” noted Hilo. 

Collaboration didn’t stop there, however. The ongoing partnership continues to generate new insights, solve evolving procurement demands, and contribute to UserTesting’s future roadmaps, including: 

  • Integrating Coupa with NetSuite: UserTesting’s technology stack benefited from greater connectivity and data flows between existing Coupa and NetSuite instances, which unified key financial, operational, and procurement workflows using the native Coupa and NetSuite integration bundle. 
  • Supporting merger with UserZoom: With extensive M&A expertise, CrossCountry provided comprehensive solutions that accelerated post-integration operational efficiencies and mitigated transaction risk.  

“The UserTesting story is one that excites us because it showcases the power of collaboration and innovation,” said Jordan Cullinane, managing director at CrossCountry. “From pre-IPO preparations to global expansion and mergers, UserTesting has consistently leveraged Coupa to achieve procurement goals. It’s been an honor to support their journey and witness their success firsthand.” 

Results You Can Count On 

UserTesting achieved transformative outcomes that directly addressed procurement challenges and positioned the company for sustained growth and operational excellence: 

  • Unified end-to-end P2P process: By consolidating all procurement activities into Coupa, UserTesting eliminated inefficiencies, reduced technical debt, and streamlined operations. 
  • Unparalleled visibility and control: The integration of Coupa’s virtual card module and robust approval workflows provided greater oversight and compliance, critical for a private equity-owned company like UserTesting. 
  • Scalable global operations: Coupa’s flexibility and CrossCountry’s expertise ensured the system could scale with UserTesting’s growth across six time zones and multiple legal entities, a merger, and evolving business needs across APAC, EMEA, and North America. 
  • Seamless systems integrations: The integration with NetSuite and other tools like Jira and DocuSign created a centralized hub for procurement, reducing manual effort, data silos, and administrative overhead. 

As Hilo reflected, “Coupa has really supported us because you can customize it to do whatever you need it to do. It automates bringing in key stakeholders and business owners, which is exactly what we need. We’ve used CrossCountry from the very beginning, back when we first implemented Coupa in 2021, and we’ve organically built a really good relationship with them over the years. That’s why we’ve used them for every single implementation. It’s definitely been a huge benefit.” 

The success of this partnership is perhaps best summed up by the UserTesting team’s nickname for themselves: “Coupa Troopers.” This weekly meeting, dedicated to all things Coupa, highlights the enthusiasm and commitment that UserTesting has for leveraging the platform to its fullest potential.  

UserTesting’s journey with CrossCountry Consulting and Coupa is a testament to the power of collaboration, innovation, and a shared commitment to excellence. Together, they’ve built a procurement process that not only meets the company’s current needs but also positions them for future success.  

For companies facing similar challenges, UserTesting’s story offers a compelling example of how the right tools and the right partner can drive impactful results. As Rachel Petraglia, Coupa’s senior channel sales and alliance manager, put it, “Coupa is the number one solution out there. It’s going to support your entire lifecycle, your entire journey – and we’re just getting started.”