NetSuite Did Not Deliver. Very Disappointed.
Anonymous | TrustRadius Reviewer
December 02, 2018

NetSuite Did Not Deliver. Very Disappointed.

Score 1 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Netsuite for Nonprofits

We selected NetSuite for it's multi-departmental platform - tying Development to Accounting. We believed it would have a robust CRM and an adequate accounting an financial interface. Development records gifts and maintains donor data, including performance attendance. Accounting tracks normal revenue and expenditures, fixed assets, a campaign and multiple programs.
  • It appears to be designed for manufacturing sales.
  • It does NOT have a fully-functional CRM. We cannot readily see donor data in on easy place.
  • The layout of the budget doesn't lock column and row headers, so you cannot see the cell you're entering budget values.
  • There are too many challenges to note. We have tried working with their support team, and they were unable to fix the many, many problems we were having. It was that interaction that helped solidify the decision to find a different CRM and Accounting solution(s).
  • It has cost us a LOT of wasted time and a large amount of money to migrate the data.
  • If NetSuite develops an internal TEAM dedicated to rolling out the migration and training, that would help. They shop the training and migration to third parties. It was our implementation specialist team who really did not set us up appropriately, and then the internal NetSuite team could not fix the issues.
  • Training is KEY. We needed NetSuite folks on the ground, in our offices, training the users. That has added to the challenges. The YouTube videos are great, but no substitute for built in training with the software purchase.
  • An annual TRAINING (not SALES) conference would also be helpful, to bring users together to learn tips and share successes.
We were led to believe NetSuite was the best of both worlds, and would seamlessly combine a great CRM with a good accounting program.
We have fewer problems on the accounting side, but the donor (customer) relations management database is very disappointing.
Perhaps VERY small, one-program non-profits would be able to use it adequately. We have 20,000 ticket buyers annually that we would like to capture. We have multiple performances which are tracked by "class" or "job".
Our donor list must be updated continuously, with accurate information. The de-dupe, sort, and search features do not work well. There is no "find" like you would have in QuickBooks or other software if you want to search for an amount of a transaction.