Implementing an ERP system can be overwhelming for a first-time user. With any new technology deployment, users will need assistance addressing issues that may pop up or architecting solutions for future business process enhancements.
For example, an in-house administrator might miss out on staying up to date with the latest product releases due to other workplace constraints. That was the case for Lisa Marie Hadley, who serves as both NetSuite administrator and vice president of finance at LRWGreenberg, a consumer research and data consulting services firm for small businesses and Fortune 500 companies. After the company went live on NetSuite in 2014, it decided to upgrade from NetSuite’s Basic to Premium Support to access assistance after business hours and then to Advanced Customer Support (ACS) Optimize.
Working with an ACS Customer Success Manager (CSM), LRWGreenberg optimized its dashboards and reports within the first month and then charted out a NetSuite solution improvement plan for the next six to 12 months.
Before the aid of ACS Optimize, the firm’s billing schedule required back and forth communications and needed a solution that told its members in the finance department when it was time to invoice and what to include inside of those invoices. The team’s invoices were sent intermittently, causing the business to miss important due dates.
With a customization, LRWGreenberg's finance department was now able to cut out 10 lines of revenue details with a standard billing PDF, creating an invoice that was flexible and easy to understand as a customer-facing document. Automated workflows with customizable search fields also meant LRWGreenberg could better navigate its purchase order processes.
Now LRWGreenberg’s project managers can create an invoice in one step.
"We were able to eliminate the manual processes that were getting in the way of our success with NetSuite,” said Hadley.
NetSuite offers a variety of SuiteSupport options. They include:
Basic Support. Grants access to the SuiteAnswers portal which includes a comprehensive knowledge center of support articles, help topics and training videos.
Premium Support. Provides additional assistance and increased prioritization, including telephone support during business hours and 24x7 assistance with critical issues to ensure users are running smoothly.
Advanced Customer Support (ACS). Takes businesses from reactive to proactive, keeping NetSuite running at an optimal level instead of reacting to issues when they occur. Since ACS actively monitors a solution’s performance and is forward-looking to new enhancements, organizations are equipped to maximize their return on investment as they continue to grow and change. ACS offers four levels.
ACS Advise. Supports businesses that are just getting started on NetSuite. Advise provides access to a shared pool of NetSuite specialists to provide businesses with basic product guidance, system troubleshooting and limited configuration execution.
ACS Monitor. Offers technical and functional support to established organizations looking for expert guidance. Monitor includes more hands-on execution for product-centric activities than Advise and includes a designated functional consultant to assist with business solution activities to ensure key milestones are accomplished on time. Businesses receive an initial review at the beginning of the service to outline areas for improvement and an annual review thereafter to ensure that milestones are met.
ACS Optimize. Gives businesses solution management, performance assessments and expert guidance on new product upgrades and business process optimizations. In addition to a designated CSM, Optimize also includes an assigned support team to provide deeper and more proactive engagement. The CSM will conduct annual business reviews to ensure continuous alignment with specific business goals.
ACS Architect. Delivers support during the initial NetSuite implementation, as well as ongoing technical advisory services to enterprise corporations with complex international or subsidiary configurations. In addition, Architect provides comprehensive solution support with a senior CSM, continuous annual business reviews and a named team of expert technical and functional resources to fully optimize performance and long-term scalability.