Fortune 500 Media Company

Advertising / Media • Performance Optimization

Performance SuiteCommerce High-Volume Customer Portal

Reduced customer portal page load from 19 seconds to 2.3 seconds for a media company processing millions of advertising transactions monthly.

Timeline: 3 months

Results

8x faster page loads • Cashflow restored • Customer relationships preserved

2.3 sec
Page load (from 19 seconds)
8x
Performance improvement
Millions
Transaction lines/month supported

The Problem

A Fortune 500 media company's customer payment portal was failing under the weight of transaction history, causing cashflow delays and damaged client relationships.

  • ✕ Customer self-service portal for ad purchases and invoice payments
  • ✕ Page loads timing out at 19+ seconds for customers with substantial history
  • ✕ Millions of transaction lines processed monthly across radio and podcast revenue
  • ✕ Core SuiteCommerce files modified instead of proper extensions—bugs constantly reintroduced
  • ✕ Customers unable to pay valid invoices, causing ad runs to pause or cancel

What We Fixed

1

Root Cause Analysis

2 weeks
  • ✓ Identified core files modified instead of proper extensions
  • ✓ Mapped data loading patterns causing timeouts for high-history customers
  • ✓ Documented regression patterns from lack of version control
2

Architecture Rebuild

6 weeks
  • ✓ Rebuilt data loading architecture to handle high-volume customer histories
  • ✓ Corrected codebase—separated customizations from core files
  • ✓ Optimized queries and reduced unnecessary data fetching
3

Stabilization

4 weeks
  • ✓ Implemented proper version control to prevent regression
  • ✓ Established development standards for future changes
  • ✓ Validated performance across customer segments

Key Takeaways

  • → Performance problems are often architecture problems, not NetSuite limitations.
  • → High-volume environments need different design patterns than standard implementations.
  • → Portal performance directly impacts cashflow—customers can't pay what they can't see.
  • → Proper development practices prevent the 'fix one thing, break another' cycle.
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