NetSuite CRM vs Zendesk

• 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.

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• Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
• Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
• Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.

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• NetSuite is very good at customization, but sometimes it's hard to make the right customization that we need for particular situations
• NetSuite likes to change the layout without notifying it's users, so you might go home one day, and come back the next day to the office and have to do some searching to find what you're looking for in NetSuite.
• If you have an issue with NetSuite, it's really difficult to understand the technical support staff as they're from India and don't speak clear English.

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• They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
• We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.

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• 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

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• Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
• Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.

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