Industry
Company Size
Engagement
Scope
DiamondRock Hospitality is a publicly traded REIT with a $6B+ valuation. When your financial systems are subject to SOX and ITAC regulations, "good enough" isn't an option—but that's exactly where their NetSuite instance was stuck after a challenging initial rollout.
The situation:
Adoption and performance problems
Users were struggling with the system, and confidence was low.
SOX/ITAC compliance requirements
As a public company, DiamondRock needed strict change controls and audit trails. The current environment didn't support them.
Unreliable financial reporting
Leadership couldn't fully trust the numbers coming out of the system—a critical problem for a public company.
Massive backlog
250+ open items had accumulated, with no clear path to resolution.
This wasn't about adding features—it was about rebuilding trust in a system that had to work.
We approached this as a stabilization and compliance engagement, prioritizing the controls and reliability that a public company requires.
What we delivered:
Platform Realignment
Systematically addressed 250+ open items over six months. Not just closing tickets—actually fixing root causes and preventing recurrence.
Clear Workflows and Processes
Introduced structure where there was chaos. Users got predictable processes they could follow; leadership got visibility into how work was getting done.
SOX/ITAC-Compliant Change Management
Implemented change controls that satisfy regulatory requirements. Every change documented, approved, and auditable.
Financial Reporting Optimization
Rebuilt confidence in the financial reporting process. Clean data, reliable outputs, and reports that leadership can defend to auditors and investors.
The impact was immediate and measurable:
Open items resolved
User satisfaction
Compliance status
System stability
DiamondRock went from a NetSuite environment that was a liability to one that supports their obligations as a public company. Users trust the system. Finance trusts the numbers. And auditors have the documentation they need.
Public company requirements are non-negotiable
SOX compliance isn't a nice-to-have—it's a requirement. Your NetSuite environment either supports it or it doesn't.Stabilization before optimization
When trust is broken, you have to rebuild the foundation before adding new capabilities. We focused on reliability first.Volume requires process
250+ open items don't get resolved through heroics—they get resolved through systematic triage, prioritization, and execution.
NetSuite Platform Stabilization
SOX/ITAC Compliance Implementation
Change Management Controls
Financial Reporting Optimization
Process Documentation
Backlog Resolution & Prioritization
