TrustRadius
As good a view of the customer as our team enters
https://www.trustradius.com/crmNetSuite CRM+Unspecified7.565101
Jeremy Stephens profile photo
August 06, 2018

As good a view of the customer as our team enters

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with NetSuite CRM+

NetSuite is used across both of our subsidiaries for Customer Support and Success, Professional Services, Education Services, Implementation Services, Sales and Finance. It allows us to have near a 360 degree view of the customer. Alerts are set up to allow account owners and executives to see trends and updates on at-risk customers.
  • Automation, sharing and collection of data about the customer experience all in one place.
  • The cloud option allows you to access your customer data wherever you may be. We can see the data when at our user's conference or at another tax conference. We can see the data on one customer at a holistic view when talking to a user or the primary contact.
  • It is very configurable to allow you to capture data of concern for you and automate reporting.
  • Analytics on notes are almost impossible and so much is hidden in the notes. The reports have some features while others are available in searches - and reports are difficult while searches are easy.
  • While there are more data centers since the purchase by Oracle, the downtime has increased. They really need to work on the communication plan during outages.
  • 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
No one really knew what was going on with the account. Sales used different software as did professional services. Support case management had to be done in a third-party add-on.
NetSuite is great for the midsize business. You can look at the holistic view: sales; finance; support; education; professional services. Integration with other vendors can become costly, so try to use configuration within the system by your team rather than with their Professional Services teams and other vendors - less interaction required with NetSuite support team is required then too.

NetSuite CRM+ Feature Ratings

Customer data management / contact management
8
Workflow management
7
Territory management
7
Opportunity management
7
Integration with email client (e.g., Outlook or Gmail)
5
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
Not Rated
Channel / partner relationship management
Not Rated
Case management
8
Call center management
8
Help desk management
8
Lead management
5
Email marketing
5
Task management
Not Rated
Billing and invoicing management
Not Rated
Reporting
Not Rated
Forecasting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
6
Custom fields
8
Custom objects
8
Scripting environment
Not Rated
API for custom integration
Not Rated
Role-based user permissions
8
Single sign-on capability
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
7
Compensation management
Not Rated
Mobile access
3