As good a view of the customer as our team enters
August 07, 2018
As good a view of the customer as our team enters
Score 8 out of 10
Vetted Review
Verified User
Modules Used
- NetSuite CRM
Overall Satisfaction with NetSuite ERP
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.
Pros
- 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.
Cons
- 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
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
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.
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