NetSuite CRM+ is a complete customer relationship management solution for small and mid-sized organizations. NetSuite boasts thousands of customers globally, serving industries such as wholesale distribution, manufacturing, media/publishing and retail. Its emphasis on front- and back-office integration makes NetSuite one of the only CRM solutions that provides an all-in-one business solution with a complete view of the customer.
NetSuite CRM+ offers strong functionality in sales force automation, eCommerce, customer data management, partner relationship management, and marketing analytics, among others. The NetSuite for iPhone application extends the functionality of the software to the mobile device. The analytics functionality stands out for its ability to integrate back-office metrics and data with front-office operations to provide upper management with a more complete view of their organization. NetSuite CRM+ does not offer industry-specific variations, but its modern architecture and platform provide a level of personalization and customization that make the software an ideal solution for multiple industries.
NetSuite CRM+ offers software-as-a-service (SaaS) only deployment. It operates on a multi-tenant architecture and all information is stored in a secure data center. NetSuite also offers an application development platform known as the NetSuite Business Operating Platform (NS-BOS) that provides tools and resources for developers to plan, build, and deploy industry-specific customizations and applications.
Jennifer from Fresh Squeezed Ideas
Specialty: Other services
Portfolio size: 101 or more users
There are a lot of facets to the system and many uses for it. The experience can be simplified by an administrator who is able to specify your dashboard and ensure templates and processes are set up properly. At times, the user may have to engage in an extra step to make sure data is captured. For example, field entries are saved in pop-up forms by hitting "save" before closing the form.
It absolutely met our needs, especially in terms of accounting and project management. In regards to CRM, I can only comment on email campaigns, and the customization potential there was great. Once we got into the surveying capabilities, we were totally satisfied.
We never had any threats to security while using the product, and the quality mostly came from the degree of customization and the system's capabilities. Every department in the company around the world used it, so we were all integrated.
I am giving an 8 because I have not been in contact directly with customer support but worked closely with the system administrator and did not see any challenges.
It is an all-in-one tool that I used as both a project manager and as the marketing coordinator after a lateral promotion. For project management, it was ideal. As there were several teams located around the globe, we were able to store documents and statistics related to the project for easy project handover and to support our teammates when needed. As marketing coordinator, I was able to send out mass email campaigns to our clients and leads, specifying the list or client type/industry as desired. It was convenient to do this through one system without having to use a free email campaign service that would have a footnote at the bottom of the email indicating we used it. Finally, I helped code customer satisfaction surveys to track our performance on a project-by-project basis. The surveying was also used to understand the needs of our clients in order to grow the business in the right direction. It doesn't log out too fast after one is inactive, allowing you to work on other items and then turn back to the system to update it.
It can be particularly complex for users who aren't tech-savvy, and it's important the system administrator have experience in html/html5 coding. It can be difficult for users to manage their own dashboard and navigate the interface, but so long as they have contact with the administrator who can help onsite or remotely, it's fine. It does have an intimidating look to it, being that it can do so much. Its also not the prettiest interface I've ever encountered, which isn't really important, but the semiotics of it can turn someone off.
As usual, know what your needs are. The company I worked for that employed this software used it across the board, for CRM, sales and lead tracking, project management, and finance, among other things. It's important that you have an idea of what your processes are and allow enough flexibility so that you can integrate this system into them. Each team should have a "champion," so to speak, who ensures that employees use the system regularly as required so that the full benefits of it are realized.
Jeff from Jeff Howell Consulting
Portfolio size: Single user
With all of its custom modules and content, you really need someone dedicated to help the teams use it.
It did everything we needed it to and more. The custom dashboards were very useful.
I don't think we ever experienced a long term outage.
Netsuite's support specialists were always available when we needed them.
NetSuite provided an almost limitless ability to customize for specific applications. Their support was exceptional, and I could create my own dashboard look the way that I wanted it.
Because NetSuite was so customizable, we needed someone almost dedicated to just NetSuite implementation and deployment. It also was slightly confusing to work with initially, but once you use it every day, it's a great environment to live in.
You definitely would not want to use this with only a few users. This tool is ideal for teams of 20+, in my opinion. Because it's so robust, you can't realize its full potential with a small team.
Art from EBSCO Publishing
Date: January 2013
We’ve been using NetCRM for over seven years and it has had a tremendously positive impact on the business. We were growing quickly and did not have the tools needed to help us collaborate around customers across functional teams (sales, customer satisfaction, marketing, etc.).
Netsuite allowed us to improve collaboration, streamline business processes, retire two legacy systems right off the bat, and increase transparency across the business. The time to implement NetCRM was extremely short – less than four months. We found the Professional Services team very competent, professional and flexible; we teamed closely with them and had a very smooth implementation with fully functioning dashboards and workflows on day one.
The on-going Support /options over the years has allowed us to get our questions answered and problems solved quickly. Over the years we’ve also been able to leverage Netsuite’s Web Services platforms to flow data in and out of CRM very easily. Suite Script (and general ease of integration) has also allowed us to build-out proprietary functionality, unique to our business, to provide NetCRM users a seamless, one-stop solution.
Having one place to track all customer contacts, opportunities, sales orders, and cases – in a web-based solution, easily accessible across our global workforce – has allowed our company to grow more easily and far more smoothly, with countless hours saved with more efficient workflows and processes.
Michael from EnvisionWare, Inc.
Date: January 2013
EnvisionWare provides self service and library efficiency solutions to libraries around the globe. We operate in multiple currencies and languages and must provide services and access to our customers 24/7. Our commitment to customers dictates the need for adapting our business model, applications and services to varying needs.
Our company was using a combination of legacy systems that were hosted on various computers in our offices. Some were linked; some synchronized and others were manual. Various Sage applications, spreadsheets, in-house developed management applications, open source software development tracking tools and forms comprised the buik of our legacy system. Our Australian subsidiary was operating via email submission to a US-based, closed accounting system.
A marketing campaign from NetSuite drew our interest in the potential for a new, fully integrated solution. After a demonstration of NetSuite we performed an investigation of options from other vendors and realized that NetSuite uniquely addressed our concerns. We found value in a solution that began as an accounting system and grew into full CRM capabilities. The instinctive logging and audit control is applied throughout the system.
Aside from CRM and accounting we needed a platform that could be easily adapted to our needs and which could grow without the need for allocating our in-house developers who are focused on developing our solutions to libraries. In NetSuite we found a near out-of-box solution that solved our data management concerns and delivered a platform that, to date, has integrated twenty-one different solutions into a single, cloud-based system.
A move to the cloud came with some trepidation because of concerns over loss of control. However, we now have more control because adaptation of the system can be managed without IT resources and local network and power outages have zero impact to our business. In addition, the latency of a VPN connection became a non-issue since our partners and staff in other countries are now accessing a solution in the cloud. We have experienced far better uptime from the cloud than from locally managed servers. Total downtime since go-live is a few minutes.
Purchasing in early July, our IT department managed data migration while NetSuite Professional Services trained our staff and assisted with the implementation. We went live on October 1, 2008 and were fully transitioned to all new technologies by December.
After go-live we repurposed one full-time IT person to other responsibilities. By leveraging the NetSuite Customer Center we shifted some volume of account inquiries from staff to self-service inquiries via the web. In addition to self-service customer access to information, the transparency offered by a fully integrated, single solution that reduced staff needs in accounting. Employees have access to what they need; customers can view all details about their account and interact with our Company in a variety of ways, and our partners have direct access to pricing and other channel materials.
Updates are dramatically improved over the legacy system where a separate server hosted a new version of products and patches that had to be re-scripted and tweaked with each upgrade, taking countless hours of our staff time and that of hired consultants. Now we access a separate, free beta account to test our customizations and all of the new features delivered twice a year.
Support is quick to respond to every case entry. Our dedicated account rep provides a strong voice for our needs and proactively engages with us on a regular basis. We gain value in every new release and we continue to migrate disparate spreadsheets and applications into the NetSuite platform. We make good use of NetSuite's annual user conference to train our managers, learn from peers and view new options available from third party developers.
While very pleased with the system we feel that NetSuite lags behind in mobile platform support. An interactive smartphone/iPhone application is essential for field sales activities and we view the need for a native iPad application for field service that would be more responsive than a tablet browser as essential in today's market. As a software company our needs are not adequately addressed by the the knowledge base solution in NetSuite, which is limited and not particularly extensible.
NetSuite provided a platform for rapid, global growth; ease of customization by managers, and substantial cost savings to our operation that more than offset the cost of the system. The additional services we delivered to our customers from NetSuite were a contributor to our growth. We are recognized for offering the leading self service customer portal in our industry where customers can download software, search a knowledge base, pay their bill, view their maintenance information, track the progress of a project and view their contract pricing among numerous other capabilities.
Our first question for any new software / data requirement is, does NetSuite do it natively or is there a plug-in for NetSuite? If not then we work with NetSuite or one of NetSuite's partners to develop a solution for our needs or we script simple solutions in-house. NetSuite continues to exceed our expectations in ROI, ease of use, extensibility, and value while continuing to improve our core services through new enhancements and overall design improvements.