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Netsmart
The Situation
Netsmart is a healthcare technology company providing EHR platforms and data solutions for behavioral health and human services organizations across the United States. The organization operates across three distinct departments, each with its own operational requirements, all supported by a central IT group.
The IT group had a clear mandate: deploy NiCE CXone, then connect it to ServiceNow. Neither piece had been done before. There was no existing API framework, no defined endpoints, and limited clarity around what data should actually flow between platforms. The IT team had the capability to support the work, but not the CXone integration expertise to define what production-ready looked like.
What We Did
One Primero began with the CXone deployment. ACD and IVR setup moved forward without issue. Once complete, the focus shifted to the ServiceNow integration, which required building from first principles.
Working closely with Netsmart's IT group, the team defined what the integration should actually do: what information should appear in CXone screen pops, what data would be useful to agents, and how those requests would move through ServiceNow. One Primero provided architectural guidance on API structure, payload formatting, and authentication best practices.
One Primero experts worked directly alongside the IT group throughout, so the team understood not just what was built, but how and why. The posture throughout included advisory rather than delivery-only. The goal was a team that could own, support, and evolve the integration themselves.
What Followed
CXone is fully deployed across Netsmart's contact center. The ServiceNow integration is active and in use across all three departments. Netsmart's IT team has a working understanding of how the integration was built, how to support it, and how to extend it as requirements evolve. That independence was designed into the engagement from the start — not handed over in documentation at the end.
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