Item: NetSuite ERP
Rating: 1
Author: Verified User

Pros and Cons

The eCommerce tools (Web Store, Inventory Management, etc) seem to work well, but we aren't an online retailer or manufacturer, so we don't utilize these modules.
The SuiteScript customization ability is extremely flexible, and allowed us to create specific workflows necessary for our internal business processes.

Tier 1 Support Resources are not knowledgeable enough to do more than read from their fractured documentation, and their turnaround time on cases ranges from 1-2 weeks to years. That isn't an exaggeration. I got the first response from a Tier 2 tech last month (Nov 2013) for a case I opened in September 2010.
The NetSuite SOAP API is poorly documented, and internally inconsistent within the little documentation that does exist. It does seem to perform well once implemented, but getting off the ground is a pretty large hurdle.
NetSuite Calendar Integration with Outlook has been a disappointment. Our sales team have to maintain two calendars, because NetSuite's Outlook Integration tool has been known to delete events at random, and doesn't support Outlook 2010 or 2013.

Return on Investment

Overall, NetSuite has provided a positive ROI through some increased efficiency in internal business processes, however the ROI is gradually dropping with each additional renewal and price increase.
Case/Issue Management has been a great tool for our Customer Service Reps to use, as well as for management to measure the performance of our CSRs.

It was an implementation nightmare, unless you are using NetSuite "out of the box" as an eCommerce / Online Retailer.

If you don't have an experienced NetSuite Administrator or Consultant on-staff, plan on hiring one before you begin implementation.

Likelihood to Renew

The cost continues to increase, while the product does not provide any new features that are useful to our business. We are most likely to renew NetSuite, but only because of the pain involved with switching to another carrier.

Implementation Rating

Highly consider using a consultant for the implementation. Also be prepared to change your internal business processes to fit within NetSuite, as the opposite is much more difficult to maintain long-term.

Implementation Details / Implementation Partner

Vendor implemented
Implemented in-house

Change Management Lessons

Change management was a minor issue with the implementation

Implementation Issues

Poorly planned design for customizing "Stock" NetSuite Functions into our existing Business Processes using their SuiteScript API. This customization has since caused numerous problems with subsequent upgrades that require us to re-customize the features of NetSuite again, twice a year.

Support Rating

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.

NetSuite ERP Customer Support Pros and Cons

Pros	Cons
None	Slow Resolution Poor followup Less knowledgeable Problems left unsolved Escalation required Difficult to get immediate help Need to explain problems multiple times

Premium Support

Yes

Gold plan or higher is required for phone support.

Bug Resolution

Yes - Again, it depends on the case. Simple cases are resolved within hours, and usually have a good response time from the Tier I Support Reps. Unfortunately, it's never the simple cases that crop up. Tickets requiring escalation often take weeks or months to get resolved by Tier II or higher support.

Exceptional Examples of NetSuite ERP Support

Unfortunately, I can't.

Given the choice to start over, I would choose an alternative.

Modules Used

Overall Satisfaction with NetSuite ERP