Pros & Cons
- E-commerce ready
- Potent sales forecasting
- Marketing and sales automation
- No pricing information
- No integrations list
- No free trial
Plans & Pricing
The brand doesn’t provide any pricing-related information, which is a pretty big downside. For quite a long time, 99% of the software providers in close to every market have adopted the “transparent pricing” strategy, aiming to help potential users understand what they are getting at what cost. Regardless, if you’re interested in the NetSuite pricing, you’ll need to request a quote or contact the brand to get additional information. There is no free trial.
Founded in 1998, NetSuite was among the cloud technology pioneers that established the world’s first company dedicated to servicing business apps through the internet. NetSuite was acquired by the Oracle Corporation in November 2016, and the brand has been renamed to Oracle NetSuite ever since. Netsuite’s software solutions are tailored towards small, medium, and large enterprises with the availability of ERP, CRM, PSA, and e-commerce tools. Currently, the brand services over 22,000 customers in more than 200 countries. The tool is primarily recommended to e-commerce businesses and large organizations that provide paid services to their partners.
Features and Functionality
In terms of features, NetSuite has got you covered from top to bottom. The software provides a structured flow of information through the whole customer lifecycle. This includes lead generation, opportunity management, sales orders, fulfillment, (subscription) renewal, upselling, cross-selling, and support.
In addition to traditional CRM functionality like contact management, various dashboards, notifications, reminders, and some degree of automation, NetSuite offers customer service management, sales forecasting, integrated e-commerce capabilities, quote and order management, and commissions.
Customer Service Management
The integrated customer service management solution provides a complete overview of all customer interactions. The key customer data can be accessed anytime, anywhere with the help of the mobile app. The online customer knowledge portal is used to provide all the necessary information to clients, which helps reduce costs in the long run. Due to complete customer visibility, your team can provide fast service, allowing them to close cases more quickly and efficiently. Finally, once a case is successfully resolved, team members will have an excellent opportunity to upsell appropriate services, based on customer needs and preferences.
NetSuite provides potent marketing automation functionality, which allows you to automate a large number of tasks related to emails, social media, and website. Team members can create workflows to automatically transfer sales-qualified leads to the right sales reps, based on pre-set criteria. Furthermore, features like data segmentation and premade templates allow you to quickly generate personalized marketing content and engage relevant users. Finally, you can instantly populate your CRM with new leads and their personal information through web forms, allowing sales reps to quickly assess the needs of each customer and offer corresponding solutions.
Partner Relationship Management
A rare feature in the CRM market, partner relationship management enables a real-time information flow between you and all your partners. The enhanced visibility boosts collaboration on close to all levels, allowing you to create joint marketing campaigns and sales forecasts, and oversee lead management, pipeline management, order processing, and commissions. If you’re a large enterprise that provides services to partner organizations, this feature can be invaluable in terms of increasing your revenue.
Most valuable for e-commerce businesses, the SFA offers great visibility into all the aspects of customer relationships, including support tickets, purchasing history, and inventory. This information allows sales reps to upsell, cross-sell, and drive order renewals.
The sales forecast tools are neatly organized into a single dashboard with the help of a unique checks and balances system. This helps simplify the whole sales process and allows you to make adjustments to probability-based forecasting with more confidence. The probability-based forecasting offers pending opportunities measurement, quotes, and orders. Finally, you can configure your forecast accuracy by creating appropriate categories and entering a sales range for each deal.
Ease of Use
Though NetSuite is a powerful platform, it’s not the easiest one to use. It has a large number of features that confuse many new users who try to make the most of it. There’s an entire ecosystem of consultants that have sprung up to help organizations make the transition to NetSuite. There are training programs provided by the company on demand which you can register for to alleviate the burden of learning the platform. Even with that help, the learning curve is often steep.
Contacts & Users
NetSuite provides all the standard contact management features that you’d expect from any modern CRM. You can easily find all the information you need regarding a specific contact (or group) in no time, even when on the go thanks to the brand’s mobile app. The auto-enhancement features help populate the CRM with new contacts and their personal information through various channels including web forms and social media.
The pipeline is customizable and showcases the leads and sales stages. Workflows allow you to move leads between stages automatically, as soon as the preset criteria are met. Furthermore, the sales forecast tools give you complete visibility of the sales pipeline, allowing for precise analysis and on point changes, as required.
Reporting & Integrations
The brand doesn’t provide any concise information regarding the reporting features or the available reports like many other brands do. However, it’s possible to analyze campaign statistics and ROI from the very start of the marketing campaign up to the final order transaction. There are also a number of sales-related reports available with a detailed analysis of customer interactions including phone calls, emails, tasks, meetings, and notes.
In terms of integrations, the brand also doesn’t provide any concise list of available apps. However, we have confirmed through various channels that the app can be integrated with SalesForce, HubSpot, Shopify, Celigo, MailChimp, Nimble, and Quick Base. For more details, you will need to contact the brand.
When it comes to customer support, NetSuite offers numerous contact channels, knowledge portals, quick responses, and high professionalism. Here are the details:
24/7 Help & Support
The brand is available 24/7 via phone and email.
The customer support center can be reached via the dedicated hotline: 1-877-638-7848.
You can send your emails to firstname.lastname@example.org. The brand usually responds within 24 hours.
There are a number of product videos available on the brand’s official YouTube channel.
The FAQ section is represented by a knowledge base that is available to all subscribed users.
You can access the community group at https://usergroup.netsuite.com, once you have your NetSuite account.
The blog is updated highly frequently (6-7 uploads per week) and covers multiple topics including product news and updates, accounting, ERP, non-profit industry, general business, etc.
24/7 Help & SupportThe brand is available 24/7 via phone and email.
Phone SupportThe customer support center can be reached via the dedicated hotline: 1-877-638-7848.
Video TutorialsThere are a number of product videos available on the brand’s official YouTube channel.
FAQThe FAQ section is represented by a knowledge base that is available to all subscribed users.
Community ForumYou can access the community group at https://usergroup.netsuite.com, once you have your NetSuite account.
BlogThe blog is updated highly frequently (6-7 uploads per week) and covers multiple topics including product news and updates, accounting, ERP, non-profit industry, general business, etc.
Overall, NetSuite is a powerful CRM tool that is most suited for e-commerce businesses and organizations that offer paid services to their partners. The robust marketing and sales automation features allow you to create targeted marketing campaigns and boost sales effectiveness while being able to analyze and fine-tune any aspect of the sales lifecycle. Furthermore, highly potent, yet easy-to-use sales forecasting tools enable accurate forecasting for both your and your partners’ clients. Finally, the professional customer support team is always ready to solve any queries you may have. While the lack of a free trial and the absence of the pricing information are major inconveniences, it shouldn’t stop e-commerce businesses and large organizations from reaching out to the brand and requesting additional information.