Overall Satisfaction with NetSuite
We use Netsuite to run our Order to Cash processes, from running our website, processing orders, all the way to all the backend accounting. Every employee in every department uses Netsuite for at least some of their core tasks.
- Financials - Our core financials are maintained in Netsuite, and it does a great job of accurately and intuitively doing this.
- Order Management - Our sales order to invoice to payment is smooth and highly customized for what we need.
- Inventory Management - Inventory is managed smoothly and accurately. We have many options and customizations, all handled well
- Customer Support - We use 3rd party consultants for first level support. Only when the issue is proven to be a defect do we report it to Gold Support, in which case the majority of time they inform us (after much time) that they filed a defect and the issue cannot be resolved. We never use support for how to questions, as they are usually poorly trained, have no familiarity with our business at all, and take a long time to respond. 27% of our fees are for support so this is a huge waste of money.
- WMS - I do not think they are selling it anymore, but we it has proven to be very buggy, inaccurate, and ultimately a bad decision.
- SuiteCommerce Advanced/Website - The SCA platform has a very strong "My Account" page in terms of how tightly integrated it is with the backend (assuming it is set up properly). But every other aspect of the site is nowhere near the capabilities of the functionality and flexibility you would get from a Shopify or WooCommerce site (for midmarket companies).
- Account Management & Pricing - I have a long and storied history dealing with account managers at Netsuite. Suffice it to say that you need to make sure you lock down pricing whenever possible to avoid being gouged at renewal. And expect them to sell you any module possible with promises of functionality that you will never be able to take advantage of.
- Speed - Page load times are ridiculously slow at times. We are not given the proper access or tools to diagnose the cause and fix it as this is SAAS and that end of the things is locked down to a certain degree.
- Netsuite has allowed us, through native functionality along with customizations, to create sophisticated rules that apply to our business. Things like approvals, order routing, alerts, and custom workflows have dramatically improved our business.
NetSuite ERP Feature Ratings
NetSuite Support
Pros | Cons |
---|---|
None | Slow Resolution Less knowledgeable Problems left unsolved Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care |
Yes - I pay for it because it is bundled as part of the overall package. If I could remove it entirely from my invoice without causing anything else to then be increased, I would.
Yes - No. "Defects" get "filed" and ultimately end up in some sort of black
Netsuite has never, to my recollection, offered "exceptional" support.