What users are saying about
2 Ratings
74 Ratings
2 Ratings
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Score 9.1 out of 100
74 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

KronoDesk

I advise my customers to use it for all issue tracking, in business development as well as in business operations. An interface to operational systems is therefor very helpful and enlarges the value of the KronoDesk knowledge base, provided that this information is "open" to all users of all departments.
Peter A.A.M. Maas | TrustRadius Reviewer

NetSuite CRM+

We keep our customer's information in NetSuite, from contacts to products purchased. It helps us to keep an accurate record of how to get a hold of our customers in addition to the products they've purchased. Everything from the initial quote, to the final purchase order. It's a really good, useful tool.
Paul Mills | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

KronoDesk
8.2
NetSuite CRM+
Organize and prioritize service tickets
KronoDesk
8.2
NetSuite CRM+
Expert directory
KronoDesk
8.2
NetSuite CRM+
Subscription-based notifications
KronoDesk
8.2
NetSuite CRM+
ITSM collaboration and documentation
KronoDesk
8.2
NetSuite CRM+
Ticket creation and submission
KronoDesk
8.2
NetSuite CRM+
Ticket response
KronoDesk
8.2
NetSuite CRM+

Self Help Community

KronoDesk
8.2
NetSuite CRM+
External knowledge base
KronoDesk
8.2
NetSuite CRM+
Internal knowledge base
KronoDesk
8.2
NetSuite CRM+

Multi-Channel Help

KronoDesk
8.4
NetSuite CRM+
Customer portal
KronoDesk
8.2
NetSuite CRM+
IVR
KronoDesk
8.2
NetSuite CRM+
Social integration
KronoDesk
8.2
NetSuite CRM+
Email support
KronoDesk
9.1
NetSuite CRM+
Help Desk CRM integration
KronoDesk
8.2
NetSuite CRM+

Sales Force Automation

KronoDesk
NetSuite CRM+
7.7
Customer data management / contact management
KronoDesk
NetSuite CRM+
8.0
Workflow management
KronoDesk
NetSuite CRM+
6.8
Territory management
KronoDesk
NetSuite CRM+
6.1
Opportunity management
KronoDesk
NetSuite CRM+
7.8
Integration with email client (e.g., Outlook or Gmail)
KronoDesk
NetSuite CRM+
7.8
Contract management
KronoDesk
NetSuite CRM+
7.4
Quote & order management
KronoDesk
NetSuite CRM+
9.0
Interaction tracking
KronoDesk
NetSuite CRM+
7.1
Channel / partner relationship management
KronoDesk
NetSuite CRM+
9.0

Customer Service & Support

KronoDesk
NetSuite CRM+
6.4
Case management
KronoDesk
NetSuite CRM+
6.2
Call center management
KronoDesk
NetSuite CRM+
5.3
Help desk management
KronoDesk
NetSuite CRM+
7.7

Marketing Automation

KronoDesk
NetSuite CRM+
6.9
Lead management
KronoDesk
NetSuite CRM+
8.8
Email marketing
KronoDesk
NetSuite CRM+
5.1

CRM Project Management

KronoDesk
NetSuite CRM+
8.2
Task management
KronoDesk
NetSuite CRM+
7.4
Billing and invoicing management
KronoDesk
NetSuite CRM+
8.2
Reporting
KronoDesk
NetSuite CRM+
8.8

CRM Reporting & Analytics

KronoDesk
NetSuite CRM+
6.8
Forecasting
KronoDesk
NetSuite CRM+
6.8
Pipeline visualization
KronoDesk
NetSuite CRM+
7.0
Customizable reports
KronoDesk
NetSuite CRM+
6.5

Customization

KronoDesk
NetSuite CRM+
7.1
Custom fields
KronoDesk
NetSuite CRM+
7.1
Custom objects
KronoDesk
NetSuite CRM+
8.0
Scripting environment
KronoDesk
NetSuite CRM+
6.0
API for custom integration
KronoDesk
NetSuite CRM+
7.1

Security

KronoDesk
NetSuite CRM+
9.0
Single sign-on capability
KronoDesk
NetSuite CRM+
8.8
Role-based user permissions
KronoDesk
NetSuite CRM+
9.2

Social CRM

KronoDesk
NetSuite CRM+
5.5
Social data
KronoDesk
NetSuite CRM+
5.0
Social engagement
KronoDesk
NetSuite CRM+
6.0

Integrations with 3rd-party Software

KronoDesk
NetSuite CRM+
7.0
Marketing automation
KronoDesk
NetSuite CRM+
7.1
Compensation management
KronoDesk
NetSuite CRM+
6.9

Platform

KronoDesk
NetSuite CRM+
6.7
Mobile access
KronoDesk
NetSuite CRM+
6.7

Pros

KronoDesk

  • As a system architect I have a clear overview of open issues through clear issue description and assignment to developers.
  • The overview and tracking are most important to me.
Peter A.A.M. Maas | TrustRadius Reviewer

NetSuite CRM+

  • It has a great UI for ERP and provides in-depth reporting and budget planning. NetSuite allows alot of flexibility to build the system out to how your company does business. Our accounting department really likes the Adaptive Planning module as well, as they can provide and quickly turn around presentation-worthy reports.
  • Due to the robust features and functionality of NetSuite, it is easy to customize and put workflows and formulas into practice when necessary to create efficiencies.
  • NetSuite provides the full solution to a business, by tying all systems together for one source of the truth.
Stephanie Locke | TrustRadius Reviewer

Cons

KronoDesk

  • The possibility to create a system/subsystem/component/interface tree of the system landscape, to be used to more detailed issue associations and subsequent detailed planning and monitoring of issues.
  • A quick issue entry with the most important information would be helpful.
  • A "live" report that can contains my current "hot" issues would be helpful.
Peter A.A.M. Maas | TrustRadius Reviewer

NetSuite CRM+

  • eCommerce - Netsuite is abysmal at websites, and shopping carts. Opensource programs such as Magento, and OScommerce from 2005 are more updated and useful than anything netsuite has to offer in the ecommerce module. It is extremely buggy and slow! You no access to page layout and content other than some basic forms, or if you pay extra for the ability to create custom suitescript pages. Stay away!
  • Integration - Netsuite has the worst API integration I have ever seen from a major web software system. The documentation is horrid it takes months of research to build anything useful. It is also the slowest API I have ever seen you share your servers with other Netsuite Customers, thus all of your requests have to go into a Queue to be processed. Every other web API I have ever used as been nearly instant. Netsuite locks you down to limited accounts that you either have to pay extra or share with a user for API access, and you cannot run multiple requests at the same time! If you do not que a program that has multiple employees making requests they will all collide and fail.
  • You have to pay for Database access, we were never able to test this for usefulness as we were promised the ODBC module for all of our issues and it never happened. That being said without ODBC module you have NO database access what so ever. Due to Netsuite being a web program you have limited to no access to your own content! From an Senior IT perspective I highly recommend a software that you have full access to all of your data!
  • Netsuite is Buggy! The entire netsuite platform runs on very outdated code, especially the output being very very old HTML4 or order.... and JavaScript! I did find out after many years of using SuiteScript and my own JavaScript knowledge I was able to write a lot of work arounds and eventually found a hidden version of jQuery. You can do complex stuff however it requires A LOT of additional code and over head slowing down an already slow system. JavaScript is a great tool for making website more dynamic and fun and useful. However it is a terrible language to run an entire CRM/ERP with... Even google has problems using their advanced JavaScript for stuff like Gmail and their code is lightyears ahead of Netsuite. In addition to SuiteScript being difficult to use, you are also Locked into only using it for certain areas such as the Edit screen of Transactions. If you want to do anything custom outside of the Edit screen, say the order views or list views, you have to do some major work arounds and "code hacking".
  • The reporting system, though robust, is extremely confusing! It takes hours to build simple reports! I am able to open up a raw SQL database and build reports faster than I can on a supposedly "user friendly" report building GUI. Also if you want to do pivot and cross reporting you will have to pay to upgrade to a better reporting module....
  • Terrible Integration! Due to Netsuite being a Browser based program its ability to integrate with any program or devices outside of netsuite is horribly limited and always requires custom SuiteTalk programing code, or a 3rd party vendor program that "hack integrates" by screen scraping or simulation a browser to function. A great example of this is OzLink which does it best to provide Shipping integration with FedEx Manager and Scanning guns, but is extremely buggy due to Netsuite's poor ability to integrate with anything well.
  • *****An unexpected error has occurred***** - this is the most common error you will see in netsuite... For everything and anything.
  • Support is terrible we had the very expensive gold support for 3+ years. They are great and answering simple questions that any seasoned Netsuite Administrator could solve. But when something is broken say Google Checkout, your problem gets filed as a future upgrade and then either ignored or told years later that they are dropping that feature. In all of the years with Netsuite they have never fixed any broken feature for us.
  • Data Transfer. Getting data into netsuite is easy, for a price... Get data out of netsuite is near impossible, I Highly recommend you keep external backups of all your data incase you ever need it for any other systems.
  • Transactions cannot be locked or assigned to employees. Users can easily open the same orders other are working on.
  • Kits are horrible!!! If you do anything with kits you are at a major risk with netsuite as they over complicate everything. If you change a kit that is being processed it will break every transaction attached to it until it is updated. There is a mass update for this but it doesn't work consistently.
  • No per item shipping. Simply put if you want to discounts on a single item for shipping or give free shipping on certain items for only certain shipping methods its not possible.
  • Promotional Codes (Coupons) and Discounts are convoluted and require you to set them up in two separate locations if you want decent reporting. Also the promotional codes are not flexible when trying to target certain products or groups of products, or provide individually free shipping.
  • The system is very slow. Even on a commercial fiber connection Netsuite runs very slow, where as our previous stand alone system was nearly instant with processing orders. You will often be waiting for browser loading on anything and everything, especially during peak operating hours.
  • All external devices are difficult if not impossible to integrate such as POS and Product Scanners.
  • Their email system is prone to being blocked as spam.
  • You will run out of storage space and have to upgrade if you do a lot processing and customer volume.
  • Trying to get simple reports such as "how many Sales Order were shipping by who" has even taken me a Senior Developer days to figure out, even to the point where I would rather use my own Netsuite API that I build to pull the data out and build the report myself.
  • In order to get Netsuite to function the way you would like it will take years of customization, and sometime I wonder if the same efforts applied to something like free SugarCRM would have the same results but for a near fraction of the cost.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

KronoDesk

No score
No answers yet
No answers on this topic

NetSuite CRM+

NetSuite CRM+ 6.5
Based on 10 answers
Our company is looking for more advanced ecommerce and internet marketing features that are not currently present in NetSuite. We feel there are too many additional costs to NetSuite to make it "our own" and understand at the same time that no software is perfect out of the box. Not having complete control of our customer data worries us, and the slowness or "lag" in the shopping cart is effecting our checkout flow. For the investment, we would not recommend businesses of our size to migrate to NetSuite but rather build in house.
Anonymous | TrustRadius Reviewer

Usability

KronoDesk

No score
No answers yet
No answers on this topic

NetSuite CRM+

NetSuite CRM+ 8.0
Based on 1 answer
NetSuite CRM+ is overall very usable once you have had experience and training with the software.
Crystal Bruster | TrustRadius Reviewer

Support Rating

KronoDesk

No score
No answers yet
No answers on this topic

NetSuite CRM+

NetSuite CRM+ 5.3
Based on 4 answers
For simple issues (that can be answered by reading the documentation) NetSuite support seems to have a good ability to resolve our issues. Unfortunately, anything beyond that ability requires escalation into the black hole of their Tier II / Tier III Support.
Anonymous | TrustRadius Reviewer

Online Training

KronoDesk

No score
No answers yet
No answers on this topic

NetSuite CRM+

NetSuite CRM+ 6.7
Based on 2 answers
Netsuite has comprehensive features, allow full customization plus KPI performance matrix. Over the years we have logged more than 15000 cases.
Paul Yeh | TrustRadius Reviewer

Implementation Rating

KronoDesk

No score
No answers yet
No answers on this topic

NetSuite CRM+

NetSuite CRM+ 5.9
Based on 9 answers
I feel if we had had NetSuite Services do our implementation, we would have used much more of the out-of-box functionality and had Best Practices instituted sooner. I would not recommend an outside services provider for the initial implementation.
Stephanie Locke | TrustRadius Reviewer

Alternatives Considered

KronoDesk

Several freeware/shareware tools like Bugzilla are missing integration with other systems.HP, IBM and CA like systems are too cumbersome and complicated for "normal" users, for me too much "hassle" to monitor issues and related information and links to other issues.
Peter A.A.M. Maas | TrustRadius Reviewer

NetSuite CRM+

This year 2015 we will be looking for a new product like Magento. We are still exploring the idea also if we are going to be building our own system or have a consultant to work with us
Anonymous | TrustRadius Reviewer

Return on Investment

KronoDesk

  • The ROI is reached faster and exponentially higher, depending on the number of users and cooperating business units.
Peter A.A.M. Maas | TrustRadius Reviewer

NetSuite CRM+

  • Support can see what services is doing and vice versa. Finance can see both too.
  • Support can provide leads to sales when a power user leaves a current customer and joins the team at a lead.
  • We can see NPS and CSat near time on the account which has increased our ability to mitigate at-risk accounts and increase retention
Jeremy Stephens | TrustRadius Reviewer

Screenshots

Pricing Details

KronoDesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

KronoDesk Editions & Modules

On-premise Edition
1-User$791
3-User$661
5-User$591
10-User$491
20-User$4,9992
  1. Lifetime License per Seat
  2. Lifetime License (unlimited seats)
SaaS Edition
Single$191
3-User$231
5-User$191
10-User$161
20-User$101
  1. Per User per Month
Additional Pricing Details

NetSuite CRM+

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

NetSuite CRM+ Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

KronoDesk
9.1
NetSuite CRM+
7.6

Likelihood to Renew

KronoDesk
NetSuite CRM+
6.5

Usability

KronoDesk
NetSuite CRM+
8.0

Support Rating

KronoDesk
NetSuite CRM+
5.3

Online Training

KronoDesk
NetSuite CRM+
6.7

Implementation Rating

KronoDesk
NetSuite CRM+
5.9

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