Given the choice to start over, I would choose an alternative.
Updated December 04, 2014
Given the choice to start over, I would choose an alternative.

Score 1 out of 10
Vetted Review
Verified User
Modules Used
- NetSuite CRM
Overall Satisfaction with NetSuite ERP
- 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.
- 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.
Using NetSuite ERP
NetSuite ERP Implementation
- Vendor implemented
- Implemented in-house
Change management was a minor issue with the implementation
- 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.
NetSuite ERP Support
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 |
Yes
Gold plan or higher is required for phone support.
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.
Unfortunately, I can't.