5 out of 5.0, Reviewed Jul 17, 2016
Fairly easy transition from legacy systems, moving our data was somewhat challenging.
Test, Test, Test before go-live
Very efficient when compared to earlier legacy systems it replaced.
Great support, no vendor issues.
Better data management before converting and more detailed testing.
4 out of 5.0, Reviewed May 9, 2016
The CRM functions of NetSuite are strong and flexible. End-to-end view from marketing through GL is extremely valuable. However, usability and roadmap consistency lags compared to other products in this field. Small market share has contributed to higher user training costs and made it more difficult to get and retain stakeholder buy-in.
Bulk up your end-user support and training resources.
End-to-end process flow from marketing and sales to finance.
Awful reporting UI makes end users unusually dependent on support. Peripheral functions like marketing and HR are poorly integrated and usability suffers.
Better reporting capability (multi-level joins).
Seek third-party assistance to identify key processes at an earlier stage.
Mostly adequate with some bright spots.
We have self-service support, which as one would expect is largely inadequate. However the support staff have occasionally been real bright points in our experience.
No major issues
5 out of 5.0, Reviewed May 3, 2016
Easy to use and deploy. Was able to leverage.
You don't need to eat the whole elephant. If you have a sales department or group that is more forward thinking, work with them on developing ways to leverage CRM, and then iterate. Share best practices across groups. Show what a certain group or department is doing differently to pave the way for the rest of the organization.
Seamless integration into the transactional ERP. I can drill down on anything and get right to the actual quote or transaction or sales or sales comp history.
I wish NetSuite would allow development and plugins with other third party tools more easily - like Salesforce.
Some integrations and functionalities, on the most advanced end, still need to be implemented.
You do need to get silver or gold support, but once you do it is great.
Built on top of NetSuite ERP platform so everyone was familiar with how it works.
4 out of 5.0, Reviewed May 2, 2016
The overall experience has been great. True or not we believe our business is unique and required some modifications and scripting.
All of the above in the differently comment box. I would add you need to keep it simple for the end user. Everything you ask the user to input needs to benefit the end user and not just for managements benefit.
I like the fact that it contains companies and contacts which are associated with all of the opportunities and email campaigns. I like the way you and adapt and configure settings, fields and such to meet the users needs. When you purchased the Tech service they where awesome to work with.
Unable to access sales teams in a way to export them to a file to review. Unable to do a mass update to change the primary sales rep on the sales team.
Not limit the opportunity to the originating company. Limits ones ability to email contacts other than the originating company.
Spend more time with the roll-out for the field users. Spend more time defining our sales processes. Getting middle management to buy-in to using a CRM.
4 out of 5.0, Reviewed Apr 25, 2016
We have needed to do a lot of customization on our account in order to accommodate our monthly recurring model. With that comes a lot of complexity and getting a Platinum Support team knowledgable about our customizations took us a few years. But NS heard our frustration and has been able to assign a set team to our account that has had little turnover. This had greatly improved our relationship in building solutions. The account team has also gone through several changes in the past 4 years we've been with them that caused some early challenges but again we now seem to be connected with the right team to help us evaluate business use cases to determine the best solution to support our needs. This is quickly arranged and the necessary product SME's get pulled in to have evaluation calls with us to analyze our needs. They are honest about whether they have a good solution on hand or if there will be a lot of customization needed so we can evaluate our approach.
Know your processes - everything from lead management to ordering to provisioning, to billing to collections to compensation, credits, past due management, just to start. Having a complete picture helps determine various modules that impact the entire process and changing or adding it in after the foundation has been determined can be challenging.
It is a single source for all our business. We do not have to worry about systems being out of sync, reporting different numbers or doing mass updates to one system or another to move data around.
They have two large deployments two times a year which requires testing of all key functionality (scripts and workflows) to ensure nothing is impacted. This requires a lot of effort and man power. It would be nice if it was just one time per year.
The marketing efforts from NetSuite have a lot of opportunity for improvement. It would be very nice to be able to use their software for our marketing but they cannot support the volume or complexity so we needed to build a custom integration to a marketing platform for our contacts.
They now have different applications to support monthly recurring billing that did not exist at the time we started. We would implement this functionality which would greatly reduce the customization we have had to create.
They have numerous solutions in house to address standard business functions but what is also nice is they have numerous external vendors that integrate with NetSuite to enhance or provide functionality they do not offer or that isn't at quite the level other vendors have developed. Keeping everying in NS for our users is our main focus and NS has been able to provide that for us for around 90% of our business.
For native functionality they are extremely quick to respond and very helpful. When trying to manage something that is customized for our account it can take awhile and many times ends up being an enhancement request. The staff is always very cordial and as helpful as they can be with the information they have available to them.
Our project manager and developer stayed with us the entire time with sometimes daily meetings while we worked out solutions to our business needs. Every question was answered. We found solutions for issues that arose. They were even still available after deployment to assist as needed which was extremely helpful in quickly finding solutions to new challenges since they new our story and customization so well from implementation.
4 out of 5.0, Reviewed Apr 15, 2016
Completely satisfied from a cost of ownership, HA/DR, breadth of functionality, and service stability perspective. Room for improvement in global application performance and product innovation (particularly in the mobile device realm).
Get functional leadership (sales, marketing, finance, operations) skin in the game. Drive consensus on the platform and application, and create buy-in, excitement, involvement, and support across the organization.
It's breadth of functionality and flexibility, extremely low overhead burden,
Lack of feature rich mobile apps.
Spent more time optimizing solution from the mobile salespersons' perspective.
Place greater emphasis on pressing exec mgmt for KPI and dashboard desires/needs up front, and let those drive business process design and application configuration.
1 out of 5.0, Reviewed Apr 1, 2016
NetSuite CRM is a nightmare. It is slow and painful to use. Reporting is a nightmare. Navigation is a nightmare. Support is a nightmare. Overall NetSuite internal knowledge is a nightmare. Trying to integrate with other solutions is a nightmare.
Don't do it!
Make sure that at least their employees know what they are talking about both from a functional and technical perspective.
Not choose NetSuite. I would select best of breed for a specific function.