Netsuite - Why did we pick them? Still out to lunch on that...
October 02, 2015

Netsuite - Why did we pick them? Still out to lunch on that...

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source

Software Version

NetSuite Enterprise Edition

Modules Used

  • AdvancedFinancials
  • Advanced Inventory
  • Work Orders and Assemblies
  • E-Commerce

Overall Satisfaction with NetSuite

We use Netsuite as our CRM to house all customer information, we use the calendar heavily for managing appointments for customer installs, create promotional campaigns for marketing, lead generation for sales, billing customers and sending out quotes and Service Level Agreements. The problems it addresses is our need for multiple platforms like SalesForce, although the sales team would rather use that, but it does everything for us.
  • The calendar usage helps our dispatch department with scheduling and managing appointment times effectively.
  • We can bill our customers, process payments and send out professional looking invoices.
  • We can manage leads that come via marketing campaigns and help our sales staff manage there business accounts efficiently.
  • Its very slow and clunky.
  • Customer support is slower than dirt. Getting information back in a timely manner is ridiculous. There is NO PHONE SUPPORT. Only email and there are times when information needed back is mission-critical.
  • Sending out emails for promotional campaigns look like something from the 1970's. We have to use Act-On to create a professional looking newsletter or other promotional campaigns.
  • We would dump them if we could, but we are heavily invested in this CRM too much.
  • Negative: Better Customer Service - It is very difficult working with a company that only responds to email and no live chat or phone support.
  • Positive: We are able to manage support tickets from customers easily and color-code them to show mission-critical customers.
  • Positive: Employee efficiency is there, but our employees feel overwhelmed with existing customization and wish it was much more simple.
We selected Netsuite, based on customization and how we want to distract information when needed. We can use them across the board for multiple departments like Engineering, Marketing (if they use it and they don't), Sales and Accounting. If we had to do it all over again, we would not choose them.
Price - any type of investment we make for a CRM must work with all departments.
Availability - we want a program that will work well with other software programs that can be integrated perfectly.
Customer support - we want to make sure we can speak to someone live when problems arise.

NetSuite ERP Feature Ratings

Accounts payable
5
Accounts receivable
5
Inventory tracking
10
Pricing
3
Order entry
8
Credit card processing
8
Cost of goods sold
8
Dashboards
6
Standard reports
8
Custom reports
10
API for custom integration
5
Role-based user permissions
10
Single sign-on capability
10
Not Rated