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NetSuite CRM

NetSuite CRM

3.4
(216 reviews)

NetSuite CRM+ delivers powerful capabilities, including sales force automation (SFA), marketing automation, customer support, and flexible customization, all in a single cloud CRM solution.

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NetSuite review by Nick S.
Nick S.
Validated Reviewer
Verified Current User
Review Source

"Being an early adopter brings with it the weight of technical debt"

What do you like best?

NetSuite’s standard capability is easy to use and deploy. The expansion into mobile platforms is good although it could be better. They used to have Outlook integration which although buggy was an excellent method of ensuring all customer comms via email were accurately recorded in CRM

What do you dislike?

We were very early adopters of NetSuite and as such we’re forced in the beginning to custom develop much of the capability we needed simply because NS hadn’t yet created it. Over the years we’ve become reliant on this custom development which is stable but very slow, complicated and virtually impossible to support. Unwinding ourselves now to make use of the standard out of the box capability NS now provides is virtually impossible

Recommendations to others considering the product

Use standard capability and where possible buy off the shelf add-ons that integrate. Custom development creates only headaches and massive support overhead

What business problems are you solving with the product? What benefits have you realized?

Central, cloud-based management for our customer interaction systems along with integration into our backend systems. Being a global business, NS allows us to create really manage the application and yet gain real-time insights from a marketing, sales and support perspective.

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NetSuite review by Scott T.
Scott T.
Validated Reviewer
Verified Current User
Review Source

"Great CRM but lacking without the proper addon modules"

What do you like best?

The inventory management system has been great especially for handling our products with serial numbers.

What do you dislike?

What I dislike the most about the CRM is the lack of function of the reporting for the warranty module.

Recommendations to others considering the product

Stop, Look and Listen to your Sales Rep. And then ask them the same thing with one added phrase..."ARE THERE ADD-INS THAT I WILL NEED TO PURCHASE IN ORDER TO MAKE THIS WORK FOR ME?" We were hooked in without being told everything properly and had we known everything in the beginning that we know how then we would have done things much differently. We would have done the additional add-in modules at that time and we would have had a lot fewer growing pains that we have experienced. So make sure you get the information that you really need when you get started!

What business problems are you solving with the product? What benefits have you realized?

Inventory Management

Reporting

Stalled Sales

What CRM solution do you use?

Thanks for letting us know!
NetSuite review by Karl R.
Karl R.
Validated Reviewer
Verified Current User
Review Source

"Superb fully immersive CRM with Full Customisation"

What do you like best?

The ability to have a huge database full of custom records and custom fields at your convenience.

Also the ability to customise forms on the fly is advantageous to say the least. You also have the ability to use workflows which a GUI based way of creating business workflows for your staff so that it restricts them from doing what they shouldn't and putting the information in to the wrong fields.

What do you dislike?

I can't say there is much I dislike except for the constant questions about how this works and how that works. This is from a NetSuite Administrators point of view.

I will say that sometimes i do dislike the fact that there is not many companies out there that are willing to integrate with NetSuite like MailChimp. Where they will integrate with others.

Recommendations to others considering the product

I would recommend trying to speak to as many other customers as possible and go to as many events as necessary to make up your mind. so at least you have a broader view form a bigger customer base.

What business problems are you solving with the product? What benefits have you realized?

We have been using NetSuite CRM since 2006 and after 11 years this is just normal everyday usage now. But NetSuite fixes the need to have multiple different software or an onsite server.

Everything we do now is fully in the cloud with no need for an on site server.

NetSuite review by Lee H.
Lee H.
Validated Reviewer
Verified Current User
Review Source

"Adaptable around a business"

What do you like best?

You do not need to change anything about your business to make Netsuite relevant & valauable. Netsuite will adapt to your exact requirements by allowing you to create new pages, new forms, new fields & tabs, new workflows, searches & reports and so on...

What do you dislike?

It is expensive for any small or medium sized business, however, this has proven a very powerful motivator to ensure all aspects of the product are put to use in all business functions. We continually examine where we can start to use Netsuite in new areas in order to improve that ROI.

Recommendations to others considering the product

Develop enough in-house expertise & understanding to be able to create workflows and customised pages and forms. It will revolutionise your business and your business will grow through better use of technology.

What business problems are you solving with the product? What benefits have you realized?

Lead generation and prospect pipelines, purchase orders, stock control & shipping logistics, Supplier management, Payroll (with the infinte cloud add-on), Financial reports, billing and customer A/R, marketing campaigns, Suitecommerce and online forms, Support Cases.

NetSuite review by Jennifer T.
Jennifer T.
Validated Reviewer
Verified Current User
Review Source

"Excellent CRM Software"

What do you like best?

NetSuite is the leader when it comes to CRM software. They consistently release new and updated features allowing any business to grow and expand.

What do you dislike?

Sometimes the features are only partially functional meaning that they do not contain all of the flexibility other features have which is quite limiting at times.

Recommendations to others considering the product

NetSuite is not a cheap software however if you utilize it's features to the fullest it is worth every penny.

I would highly recommend taking NetSuite Training Courses before launching and take courses as needed there after.

If you do not have a staff member that knows how to write/read script it would hugely benefit you to bring one on-board or find a great third-party NetSuite Solutions company. This isn't something you have to do immediately.

Plan out you business strategies well before hand. Think long term as well as current and try to stay flexible as things always change over time.

NetSuite has a lot of great third-party integration companies. Don't be afraid to take a look to talk to them.

Wither you hire one or assign something within, designate a NetSuite Administrator and have that person be certified through NetSuite.

What business problems are you solving with the product? What benefits have you realized?

We have a clear understanding of how our business is doing overall and in specific areas. This helps us direct our attention to areas that may not be as well as others to see why they aren't and what we can do to improve them.

NetSuite review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"A good system if customized correctly"

What do you like best?

NetSuite is very customizable with point and click automation, as well as more advanced options like SuiteScript, so if you do have the ability to write scripts, there's so much you can do to make NetSuite support your processes.

What do you dislike?

Because NetSuite is so customizable perhaps, it does require a fair amount of work and scripting knowledge to make things happen automatically that might otherwise be out of the box in other CRM's. It is also unfortunate that there are a limited number of products you can integrate NetSuite with out of the box. 95% of our integrations require a custom build because the integration partner's product will work with NetSuite, but not natively.

Recommendations to others considering the product

Choose a good implementation partner who can help you customize NetSuite to your needs

What business problems are you solving with the product? What benefits have you realized?

At the time of implementation, we required a single system as our solution for financials and CRM. This has helped us keep our customer information and financials tied together.

NetSuite review by Merilee W.
Merilee W.
Validated Reviewer
Review Source

"Good for retail use"

What do you like best?

It was nice to have everything tied together in Netsuite. We had many different customers buying, returning, and replacing items. It was an easy way to customize our processes.

What do you dislike?

When I first started working at that company using Netsuite, it was a lot of different processes. It took me a little while to figure out all the exceptions and how to undo mistakes.

Recommendations to others considering the product

Make sure you have someone who knows what they're doing explaining the steps to you. If you have to figure it out alone it is very confusing. Having a person who knew the processes made learning the steps a whole lot easier

What business problems are you solving with the product? What benefits have you realized?

Netsuite was a uniform network that we could use for multiple situations in a retail function. It was nice to have clear steps to follow, so when explaining the steps to new people, you could just give them the list of steps and they could follow. It also had a very useful help feature for learning new skills on the program

NetSuite review by Paul M.
Paul M.
Validated Reviewer
Verified Current User
Review Source

"Great Cloud Based Tool for Customer Management"

What do you like best?

It's based in the cloud. Our previous system required two different programs, that required servers of their own, in addition to a Web server so our remote users could use it. It was a paint to tie the two together, and when one of the 3 servers had a hiccup, we had major issues. NetSuite is a one stop shop for all our crm needs, it's customizable & scale-able. We have tweaked it to match our needs, in tracking the products we sell, who we sold it to, how much it costs, who's in charge at a customer site for the new sales, in addition to the renewal of the yearly contract. It's much easier to track our customers/contacts/sales.

What do you dislike?

There are limits to the level to which it's scale-able. We have had issues getting it to apply to all our circumstances.

Recommendations to others considering the product

The fear of giving your data to an outside source is minimal, as the security with NetSuite is top notch.

What business problems are you solving with the product? What benefits have you realized?

We used to have our database located in a server that we had to maintain, now that we've switched over to NetSuite, it's all in the cloud, anyone with internet access & an account can access the database. It's eased our overhead.

NetSuite review by Kevin S.
Kevin S.
Validated Reviewer
Verified Current User
Review Source

"Powerful Tool - Not Easy to Harness"

What do you like best?

I am both a user and an administrator ff NetSuite. To be honest, we've had a love hate relationship with NetSuite CRM for a decade. I personally found it hard to use at first, but have grown to like the customization and workflow capabilities. I use the saved searches all the time, and they can be a powerful way to access data once you grasp how to get to the fields you need (less than intuitive). As time goes on and I learn more of what is possible and how to get what we need in and out of the system, I like it more and more.

What do you dislike?

While I like the customization and workflow capabilities, part of that is because we needed them to make NetSuite work well in our environment. The help system is extensive, but not very easy to glean practical advice from which means much trial and error to get the needed results. Lastly, we've found that not many third-party software providers (for marketing automation, quotes, etc.) integrate well (or at all) with NetSuite. When things don't work as expected, it can be very difficult and time-consuming to troubleshoot and fix.

Recommendations to others considering the product

Thoroughly map out your needs, especially when it comes to third-party add-ons. Make sure you have resources to help you learn and customize it to your business needs.

What business problems are you solving with the product? What benefits have you realized?

We use it mainly for managing and reporting on leads, prospects and customers through the lifecycle. Also use it for sales transactions and pipeline tracking and forecasting.

NetSuite review by JOSE D.
JOSE D.
Validated Reviewer
Verified Current User
Review Source

"performance"

What do you like best?

Netsuite is very versatile and friendly, it is a very powerful program and especially its function of development of reports and searches

The handling of cases and the integration of documents is one of the most fundamental of the system

The management of communications with customers and suppliers

With regard to customers, the ERP allow more information and higher quality that will allow to adjust production and purchase orders to their needs. On the other hand we will have a database on our clients segmented that will allow us to carry out marketing campaigns oriented to specific segments.

Or our operators will be able to dedicate themselves to more productive tasks that really are the ones that give us value. But what is more, as the human component is reduced, the number of errors will fall (although it will not be completely eliminated since some manual actions such as data entry will still be necessary).

What do you dislike?

Speed of response, Make the interface more intuitive

The design of more powerful reports with external tools

What business problems are you solving with the product? What benefits have you realized?

Customer Reports and Sales Reports on time

NetSuite review by Loren L.
Loren L.
Validated Reviewer
Review Source

"Sweet, Pretty Suite."

What do you like best?

Information is consolidated on leads and accounts in a very clean format. I like the options to expand the views for what I'm looking for. That allows for less visual clutter. Data is organized in a few ways and the tabs are my favorite. This allows you to dive deeper into the account without having to refresh the page.

What do you dislike?

When dealing with vasts amounts of data, it takes forever for things to load. Not a fan of the search functionality. Needing to use certain ques in order to search for individual accounts or customers. When searching without the ques it makes it very hard to sort through the individual pieces of data.

Recommendations to others considering the product

Make sure marketing does a good job scrubbing old data or at least filtering duplicates.

What business problems are you solving with the product? What benefits have you realized?

Customer data in a single pain of glass to drive more sales, quicker than traditional methods. Keeping a recorded list of data helps ongoing sales efforts when cold calling. Passing along valuable notes to others in the or much later in the sales process. Tracking old sales success and failures and how to improve outreach.

NetSuite review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Clunky and difficult to use."

What do you like best?

Importing and exporting data isn't as terrible as working with the rest of the system. And while it's definitely not the main purpose, I will say that using it to manage our expenses was the easiest part about it - actually much easier than our new expense process with Concur.

But as an actual CRM system, I guess the greatest benefit of Netsuite is that it sure can hold a whole lot of data, pretty much everything we need it for. As a B2B organization, it's pretty helpful in organizing data about our client organizations and individual contacts. But I don't even have a whole lot of positives to say about that.

What do you dislike?

Just about everything! The user interface is outdated and depressing, to begin with. It just really, really needs a facelift. It's 2018 - it's okay to have business software that looks good and is intuitive to use! But as far as the system's functionality, it really doesn't play well with other systems which is why we are moving away from it. It's just clunky, difficult to use, and somehow I get a headache every time I log in.

Recommendations to others considering the product

Just get Salesforce.

What business problems are you solving with the product? What benefits have you realized?

We were using it to keep track of clients'. It does give some visibility into where clients are in the implementation process, who they have been communicating with (and about what), which products they have, what organization they work for, how to contact them best, etc. As far as actually storing and managing that data, it's okay as a central resource for the whole company to get information from. But it could be way, way better.

NetSuite review by Timothy B.
Timothy B.
Validated Reviewer
Verified Current User
Review Source

"Many years of sleepless nights"

What do you like best?

NetSuite has a lot of potential for customization and enhancement.

What do you dislike?

The documentation is poor and each year the service is decreased while the costs go up. I was just quoted 20k to continue using something that was included as part of our contract up until now.

Recommendations to others considering the product

Unless something changes, be prepared to shop for a used car when purchasing this solution. The numbers they quote are meaningless and will change by 50% in a ten minute conversation. If you use one of their basic solutions, still paying 30k a year, you'll be treated like a second rate customer. Every renewal will be about upselling you. If you go for their SuiteCommerce Advanced package, be prepared to pay big for maintenance and changes.

What business problems are you solving with the product? What benefits have you realized?

The attempt is to solve the central source of data issue. We have not arrived.

NetSuite review by Shaun B.
Shaun B.
Validated Reviewer
Review Source

"NetSuite reviewed by an avid computer user."

What do you like best?

I love how organized and thorough NetSuite is. The base package covers a staggering amount, as it should considering the cost, but if it isn't covered there are always extra packages that can be purchased the just make NetSuite that much better.

What do you dislike?

The only part that I really disliked about NetSuite is that the software has an extremely steep learning curve. You are not just going to pick this software up and start using it without months of training, which I did.

Recommendations to others considering the product

Be prepared for intensive training and months if not years to fully be fluent using this software.

What business problems are you solving with the product? What benefits have you realized?

The problems I always had was trying to keep all my clients and their info connected to their individual companies and projects and keeps the project managers associated to each of their projects but not overlapping and giving me to much information. Just works for organization.

NetSuite review by Daniel H.
Daniel H.
Validated Reviewer
Verified Current User
Review Source

"Adequate case management and resolution, somewhat troublesome UI"

What do you like best?

Customization of fields, ease of tracking, recording notes, fits our processes for prioritizing clients/customers with case priority. Easy reporting and charts to measure team success. Great opportunities to fine-tune the views/dashboards to your needs.

What do you dislike?

Somewhat clunky UI in the download manager, poor search capabilities. Sometimes can be a pain to navigate through, especially if you are in a hurry.

Recommendations to others considering the product

Be wary of the some clunky UI but overall it will not upset the employees who use it.

What business problems are you solving with the product? What benefits have you realized?

Self monitoring is extremely easy with this software, especially as an end-user. I am a big fan of the dashboards and customization options there. Extremely flexible and able to meet the needs of a small support team supporting a vast number of clients.

NetSuite review by Carlo Raphael P.
Carlo Raphael P.
Validated Reviewer
Review Source

"NetSuite CRM Satisfaction!"

What do you like best?

NetSuite CRM is very efficient in tracking or processing sales and even in reporting. We use NetSuite CRM in marketing and advertising. We input data to this tool and it's very detailed and organized. Once we create accounts of our customers, there's a lot of things we could do in this tool. You can also process a sale here, or you can modify or edit the things that are already entered on the system. From inputting information of your customers to this tool, to processing a sale, to tagging a status of a certain transaction, to shipping an order to your customers! It's really awesome!

What do you dislike?

One of the things I dislike in NetSuite CRM is that because it is very detailed, I tend to get lost as where to find something or what to do next in whatever I am doing in the tool. For me, it was a bit confusing at first. But isn't everything hard or confusing at first?

Recommendations to others considering the product

I highly recommend NetSuite CRM as it is very effective in tracking your transactions especially in Marketing and Advertising. From creating a profile of your customers, to processing your sale, to shipping what you sell to the doorstep of your customers. Two thumbs up!

What business problems are you solving with the product? What benefits have you realized?

NetSuite CRM helps us track our sales, and transactions. It also helps us identify the things we should be getting from the customers to be more effective and efficient in our job as sales consultants in our company.

NetSuite review by User
User
Validated Reviewer
Verified Current User
Review Source

"NetSuite Review"

What do you like best?

The software itself is very intuitive and flexible. If I need to look up a case number, email, transaction, etc...I just type it up on the field section and it pulls all info relating to certain keywords. It's also very granular which I like so that you can drill in information and history. When you pull up the results you can also expand and collapse the tree results.

What do you dislike?

Sometime's you have to put in specific keywords to pull up contact info. The interface I thought could be a bit better. From what I understand is that you are not able to integrate this with other products such as HubSpot according to our IT person.

What business problems are you solving with the product? What benefits have you realized?

Looking up customers history orders, contact info and transactions. That it's almost a one software solution for what we use it for.

NetSuite review by Pete P.
Pete P.
Validated Reviewer
Verified Current User
Review Source

"Great cloud-based platform delivering real-time data"

What do you like best?

Ability to access data from any internet connection location. Real-time data available to all users. Very strong security and reliable platform. Easy to create targeted reports and searches to view data for decision making. Financial reporting very strong.

What do you dislike?

Mass uploading of record antiquated and needs improved. Too easy to upload duplicate records as if 1-character in nae different, a new record is created. Email deliverability not reliable.

What business problems are you solving with the product? What benefits have you realized?

All-employee access to real-time information. Ability to deliver reports automatically on critical KPI's to targeted individuals or groups of employee's. Support not free and expensive add-on.

NetSuite review by Poojan M.
Poojan M.
Validated Reviewer
Review Source

"Good CRM with solid standard functionality"

What do you like best?

Provides great out of the box functions, Standard layouts, custom fields. The most used and liked feature was saved search which provided an easy way to monitor backlog and keep a check via email subscriptions. Data import was simple and easy. Once fields are mapped, it worked like a charm.

What do you dislike?

The standard functions doesn't meet all needs, Ex - Customer Portal was a something that needed to be coded via third party apps. there wasn't even a basic portal framework for support service organizations.

Recommendations to others considering the product

I would recommend Netsuite if we have services dollars to spend building up on a robust foundation. the platform is great and scalable to build add ons to meet your support services needs

What business problems are you solving with the product? What benefits have you realized?

Using Netsuite service for support operations. provides good basic functionality but mostly requires customization.

NetSuite review by Dan F.
Dan F.
Validated Reviewer
Verified Current User
Review Source

"NetSuite Truly Can Do Everything!"

What do you like best?

Customization is key with NetSuite. They allow you to tap into everything, making it easy to work with any business. Their workflows and scripting capabilities are endless.

What do you dislike?

The marketing piece needs work. It lacks the necessary tools to effectively market to our audiences. This has forced us to use other vendors for that area.

Recommendations to others considering the product

NetSuite can handle pretty much anything you need with it's customization abilities through SuiteScript and Workflows. The SuiteScript logic is super easy to pick up for anyone with JavaScript background!

What business problems are you solving with the product? What benefits have you realized?

Having a centralized location for all of our data is a beautiful thing. NetSuite allows us to easily see all of our leads and how they funnel through the opportunity process. It's the key area for all our sales reps to get the information they need.

NetSuite review by Sean M.
Sean M.
Validated Reviewer
Review Source

"More then Just a CRM"

What do you like best?

The Platform first design is what makes NetSuite the BEST system of its kind. They do not presume that there is one way to do things. Other systems prescribe their "Best way" and later on give you a very convoluted way of customizing things that they don't support. NetSuite was designed from the very beginning to be customized by the customers and it just works

What do you dislike?

documentation and first line support could be better. Deep UI Navigation needs improvement. Server level Mail and Calendar Integration is sorely needed. Most of the marketing pieces are protected (hidden) from the customization tools so it can be hard to work with for custom marketing processes.

Recommendations to others considering the product

Look at the total cost of ownership. NetSuite is a fully connected front and Back office solution. Other solutions may have 1 or 2 features that are better, but consider the time and cost of connecting those features to your other systems

What business problems are you solving with the product? What benefits have you realized?

Lead tracking and reporting as well as Nation and local Do not call lists. Collecting and tracking express written consent for direct contact.

NetSuite review by User
User
Validated Reviewer
Verified Current User
Review Source

"Review of Netsuite"

What do you like best?

It's fairly easy to understand and easy for a user to navigate.

What do you dislike?

Time tracking is a little annoying. There could be easier ways to time track. I wish it pulled in our project numbers every day and someone linked to SF so we didn't have to re-submit everything every single week. It also sometimes doesn't save, which can be a major bummer because it takes so much time to time track.

Recommendations to others considering the product

I would see if it can link to your salesforce or do a better job of tracking projects for your time.

What business problems are you solving with the product? What benefits have you realized?

It's pretty efficient and is an area where you can submit and view a lot of different things. For example paychecks, entering expense reports, requesting PTO, etc. It's fairly easy to understand and straight forward, which makes it easier for employees to navigate.

NetSuite review by William D.
William D.
Validated Reviewer
Verified Current User
Review Source

"NetSuite has grown with Triad Magnetics"

What do you like best?

One word- Scalability. Triad partnered with NetSuite in 2003 when the company was relaunched under new ownership. NetSuite's ability to grow with our business and global access have been two important features. In addition Netsuite's ongoing enhancements continue to make the system even more functional and brings new efficiency to our operation.

What do you dislike?

We had a less then perfect experience with our original 3rd party integrator. Regardless of your integrator (we now work directly with NetSuite), on-going implementation of enhancements can be challenging.

Recommendations to others considering the product

Research your integrator carefully. Ensure that they have proven experience with your industry and a long term relationship with NetSuite.

What business problems are you solving with the product? What benefits have you realized?

No need for onsite hardware. Large support network. EDI integration with our largest customers.

NetSuite review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Netsuite, how I wish I did not know you."

What do you like best?

I will say that there is hardly any downtime, and the performance is generally there. There is nothing wrong that I personally see on that side of things. Setting up users for employees is pretty easy and the roles are not too difficult to get sorted.

What do you dislike?

The customer service portal (cases and escalation) is terrible. The searching and merging of contacts is just not workable. Our sales guys pretty much only use the very basics and rely on various excel documents to track the things they need to track. Integration from other software to Netsuite is almost non-existent.

Recommendations to others considering the product

If you are a considering Netsuite you should really make sure that it fits ALL of your needs.

What business problems are you solving with the product? What benefits have you realized?

On the billing side of things there has been some benefits with using NetSuite. We have also learned to work around and deal with a lot of the limitations.

NetSuite review by Jordan P.
Jordan P.
Validated Reviewer
Verified Current User
Review Source

"Flexible and Powerful CRM"

What do you like best?

I can add fields or supporting tables to the database as needed to support my business needs.

What do you dislike?

It's a little clunky to get the forms optimized for my business processes. It is doable, just takes some good trial and error effort.

Recommendations to others considering the product

Make sure your data is clean and that you have as much information for each entity as possible. NetSuite has powerful tools, but they are only as good as your data!

What business problems are you solving with the product? What benefits have you realized?

We utilize the sales force automation tools to track the progress of our leads into customers. It allows our sales reps to be more focused on the most appropriate groups of potential and new customers.

NetSuite review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Fairly comprehensive for Case Management in Help Desk, non-intuitive interface, seems overly complex"

What do you like best?

It is a fairly powerful system for our use in a software support Help Desk and Case Management scenario for creating/managing software support cases. The analytics features are good. I like the simple dashboard that displays the at a glance information that we need to see easily on one screen. The solution provides very good reporting features. The Contact Management needs work as it has never been easy to use and entry creation is not entirely intuitive for adding and managing customer contacts. The NetSuite CRM solution provides most of the functionality that we require but does have some limitations which can be difficult to workaround, and some of them require implementing or still utilizing your other third party solutions for those various limitations.

What do you dislike?

It can take a lot of time to figure out for both a System Administrator role and a Support Representative role and it has quite a steep learning curve especially in the initial set up and configuration. It is easy to setup something incorrectly. It takes a good amount of training which some of should be unnecessary to perform but since the user interface is overly difficult it requires that training. One limit that I mentioned for a feature of NetSuite is the "File Attachments" feature for use in a software support Help Desk scenario. The file attachment feature is limited to 10MB in file size for each attachment, and most of our users require to upload attachments larger than 10MB which required us to go a different direction for that feature and stop utilizing the NetSuite feature. Make sure that you test out all of the features that your business requires if you take part in a cloud based demo of the NetSuite CRM product.

Recommendations to others considering the product

Try out all of the features in your demo and understand all of the limits prior to purchase. Understand the pricing as it can be very pricey.

What business problems are you solving with the product? What benefits have you realized?

We use it to manage the Case Management functions for our software support/help desk system.

NetSuite review by Vincent N.
Vincent N.
Validated Reviewer
Verified Current User
Review Source

"Flexible & Customizable Robust CRM"

What do you like best?

Netsuite's searches and workflows allow for a lot of automation. It does a lot of the "manual work" so you can do the real work to grow your business.

What do you dislike?

The UI isn't as flashy as other CRMs but it gets the job done.

Recommendations to others considering the product

Make sure you can afford it.

What business problems are you solving with the product? What benefits have you realized?

1. Having a system of record like Netsuite makes turn over in the call center have less of a negative impact on the business.

2. Keeping top of mine with customer. Between triggered reports for reps to do do outbound phone calls, to automated emails, Netsuite took a lot of the guessing of when and how to touch our customers.

NetSuite review by Russ S.
Russ S.
Validated Reviewer
Verified Current User
Review Source

"Chief Operating Officer"

What do you like best?

The accessibility of information via the web from any computer or device with an internet connection gives me the ability to work remotely from time to time. I use NetSuite extensively to pull tables of data so that I can generate analyses in Excel and/or JMP.

What do you dislike?

The system isn't as very flexible. It lacks customization in the way building new KPIs and rolling out those metrics in a standard reporting format. The dashboard isn't very visually appealing. The charts and visuals are very limited. The size of the charts and dials are too big and cannot be sized according to the users preference.

What business problems are you solving with the product? What benefits have you realized?

Sales throughput efficiency, market research

NetSuite review by Administrator in Computer Hardware
Administrator in Computer Hardware
Validated Reviewer
Verified Current User
Review Source

"Netsuite is fairly reliable once you set it up, but its a pain to do normal stuff"

What do you like best?

If you can pay for the skill set you can do just about everything you want.

What do you dislike?

The system out of the box is fairly limited, and you basically need an outsourced company to do anything beyond basic customer information. They have no way to host normal websites. They have no way to host a blog system. Every web item is its own chunk of HTML stuck somewhere separate from everything else on the website. The shipping integration must be on a dedicated computer... so if that computer goes down, you're not shipping via NetSuite, there's no other way to set up another system in the meantime. The overall system is pretty expensive for what you get.

Recommendations to others considering the product

Evaluate it, check if the TCO is worth it knowing you'll have to hire someone to modify nearly every aspect of it.

What business problems are you solving with the product? What benefits have you realized?

Process flow from order to fulfillment is working in NetSuite (after lots of customization from outside partners). The benefit of having a single system to control everything, and having it be a hosted solution, helps us to work from just about anywhere.

NetSuite review by Aaron T.
Aaron T.
Validated Reviewer
Verified Current User
Review Source

"NetSuite Review"

What do you like best?

The ability to quickly enter in times for tracking purposes and the ability to pull reports on those time entries. The ability to set themes.

What do you dislike?

The user interface isn't the greatest and choosing dates and times is sometimes difficult as well as changing weeks. The changing of weeks should default you to the beginning of a week, not a full week ahead.

Recommendations to others considering the product

I would compare with Salesforce as this is a direct competitor for this CRM and seems to have more flexibility and integration capabilities. Overall, Netsuite has the tools needed for a CRM, but many employees find it difficult and time consuming to use.

What business problems are you solving with the product? What benefits have you realized?

Tracking times for employees to allow reports to be run and understand where departments needs lie.

NetSuite review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Used NetSuite for manufacturing and support for 5 years."

What do you like best?

NetSuite is capable of handling most anything you need it to do and with the ease of customization either with workflows or suitescript you can make it work with existing processes not adapting your processes to NetSuite.

What do you dislike?

It can be difficult for non experienced users to create searches or reports without guidance.

Recommendations to others considering the product

Read the documentation and sign up for the user group if you get stuck, there are a lot of helpful resources available if you reach out to them.

What business problems are you solving with the product? What benefits have you realized?

We have created Suitelets to allow us to build assemblies in bulk while assigning Serial Numbers and printing labels for the devices at the same time. By rolling all of this into one tool instead of assigning serial numbers separately it allows our support team to use one tool to look up device history instead of jumping back and forth between multiple tools.

NetSuite review by Ineke L.
Ineke L.
Validated Reviewer
Verified Current User
Review Source

"The tool that makes you want to pull your hair out"

What do you like best?

There is nothing to like about NetSuite. The system does not look nice, it is difficult to navigate, reporting is a nightmare, support is awful and no one within NetSuite seems to know how the system works.

What do you dislike?

Well just about everything. I think the worst thing is that you rely on NetSuite consultants to help you implement the system and along the way you notice that they have no clue. The navigation is horrible and can hardly be customised so our sales rep see a bunch of tabs that are of absolutely no use. If you accidentally navigate the wrong way to for example create a Lead, wrong fields may show up resulting in wrong information being entered in the system. Reporting is untrustworthy at best - e.g. if you have multiple addresses and you add country as a field in your report, there is no way to avoid duplicates in your reporting... We have Premium Support which as "benefit" offers the mandatory email to meet SLA requirements which says nothing more than that are looking into your request. So in essence, SLAs are constantly being breached. We implemented the tool based on input from NetSuite consultants and had to rebuilt it completely 1 year in because they were clueless and actually provided us wrong information. We also relied on them to built workflows for example, which we were not actually working so data again was untrustworthy... It is the worst experience with any tool I have ever had to experience.

Recommendations to others considering the product

DON'T DO IT!

What business problems are you solving with the product? What benefits have you realized?

NetSuite is making our lives more difficult were we need to rely on Excel and other tools to try and make sense of the data...

NetSuite review by User in Market Research
User in Market Research
Validated Reviewer
Review Source

"Netsuite"

What do you like best?

Netsuite is the 1 s t cloud based ERP that I have used and there was minimal trining required as the functionality was relatively intuitive and easy to use - some of the custom reporting I did not know how to use so in the long run we are thinking of getting some training for the team

What do you dislike?

I think the software is relatively good for a small to medium sized business but based on my experience with larger multi nationals I think it would be hard to just use Net Suite as the enter prise resource planning with inventory workflow purchase order and multi currency transactions with import and export capabilities.

Recommendations to others considering the product

I think that if you have had some experience with any other basic enter prise resource planning systems you should not have any problems as the basic funcitonality is similar in set up and logic and flow through of transactions. the report writer seems a little bit more complicated than the other systems that I am used ot though so you might need addiitonal training from that perspective. i think overall net suite consultants are available in the market place - i e not that hard to find.

What business problems are you solving with the product? What benefits have you realized?

right now it is our only source based enterprise resource planning system

NetSuite review by Administrator in Consumer Goods
Administrator in Consumer Goods
Validated Reviewer
Verified Current User
Review Source

"NetSuite Excellent"

What do you like best?

We use NetSuite for the full cycle of leads, sales through various channels, purchasing, and to our final accounting. It allows us to scale up to meet increasing demands without increases in resouces (costs) and we can analyze data in all ways possible. It is clearly the most complete software package I've experienced in my 25+ years in the accounting industry.

What do you dislike?

Documentation details could be more complete on a few items. Overall, NetSuite provides good online help and videos to use for training. Regional user groups help with this as well.

Recommendations to others considering the product

Plan, Plan, plan implementation. I would recommend hiring an experienced consultant to set it up right from the start. NetSuite is very powerful and customizable - so advance planning and a clean implementation is critical.

What business problems are you solving with the product? What benefits have you realized?

Manageing sales leads, electronic transfer of data with customers, vendors and government.

NetSuite review by User
User
Validated Reviewer
Verified Current User
Review Source

"Easy to navigate and accomplish tasks expeditiously "

What do you like best?

Easy sign on and navigation. Drop downs make it easy to locate the field and auto complete works like a charm.

What do you dislike?

I do not like that each portlet open a new chrome browser event. When it does so it slows down my machine and my users complain. What we ultimately will have to do is upgrade the users so that the machine can keep up with the CRM

Recommendations to others considering the product

It works great for me as a user. Easy to log in get my PO's accomplished and done quick.

What business problems are you solving with the product? What benefits have you realized?

I mainly create PO's and it's easy to do so with Netsuite compared to the process previously used.

NetSuite review by Administrator
Administrator
Validated Reviewer
Review Source

"Works but not great"

What do you like best?

You can modify records and interact with them via NetSuite's API, which dramatically increases your ability to automate tasks and ultimately save time across you team. NetSuite also allows you to write custom "workflows" -- essentially: another automation tool. These features have been very useful to us.

What do you dislike?

It is incredibly slow. Navigating between customer and contact records can be incredibly time consuming, in particular, because everything requires a new page load. The API through which you can modify customer/contact accounts is also embarrassingly slow -- taking upwards of 2 seconds *per record*.

Recommendations to others considering the product

Seriously check out SalesForce, which seems like it has a more modern API

What business problems are you solving with the product? What benefits have you realized?

Problem: keeping all of our customer and sales information in one, authoritative place, despite having many different systems that take the information in. Our sales process and lead-generation have both been improved by having all of this information in NetSuite.

NetSuite review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source

"Netsuite Customer Relationship Tool"

What do you like best?

Keeping track of my customer accounts, frequent calls, to do items and daily action items. I was able to review old orders back from 2-3 years ago and gage interest.

What do you dislike?

The user interface could be a bit more engaging in my opinion, if the coloring and text, font, and images had a better UI I would want to use the tool more. I wish it would have more of an amazon-like feel. The quoting process was tedious as we needed to have specific part numbers for even one small difference and I wish users would be allowed to make changes and edits without an administrator.

Recommendations to others considering the product

Test it out, try it and compare it to Homegrown or to Salesforce, etc.

What business problems are you solving with the product? What benefits have you realized?

Remembering customer details and processing orders in a quickly manner, helps me find an account quickly and easily and pull up previous sales orders and comments

NetSuite review by Kodella L.
Kodella L.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Love NetSuite"

What do you like best?

The fact that it is fully customizable. It might not be a 10 at anything but it is a solid 9 at everything. Second to none!

What do you dislike?

The UX/UI is not up to date. A lot more can be done with responsiveness and navigation, similar to the way it is done with SCA.

Recommendations to others considering the product

Industry leader. Real cloud based (unlike MS products) – no need for a server in house. Very to fully customizable, very little that you can not do with NetSuite (if any).

What business problems are you solving with the product? What benefits have you realized?

Every from e-commerce, orders workflows, fulfilment automation, and more.

NetSuite review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Daily NetSuite User"

What do you like best?

It's great to know that I can import from a template, which can sometimes be thousands of lines long, rather than having to enter in everything manually. Total time saver!

What do you dislike?

When you are editing a deposit, you can only see 50 lines at a time, so you have to use a drop down menu to navigate for every 50 lines. This can be frustrating when I have a large deposit (i.e., 200+lines).

Recommendations to others considering the product

Great platform, fairly easy to use once you get used to it.

What business problems are you solving with the product? What benefits have you realized?

It has been detrimental to solving our revenue recognition problems, which can be tricky as a SaaS company.

NetSuite review by Julie G.
Julie G.
Validated Reviewer
Verified Current User
Review Source

"With endless possibilities comes great responsibility..."

What do you like best?

The amount of data that can be stored and the level of customization. However, I think the level of customization can be hindering. I think NetSuite needs to create better standard portlets for customers to be able to further customize.

What do you dislike?

The search engine (this may be dependent who manages the software for their company) is not intuitive.

Recommendations to others considering the product

Be careful with the level of customization you're providing to customers. Especially with a CRM software, the customer benefits more from guidance than an open tool to customize.

What business problems are you solving with the product? What benefits have you realized?

I work in Marketing, so we are mainly focused on ROI for marketing projects. We are also able to see where we should target our marketing efforts further, based on location.

NetSuite review by Sam H.
Sam H.
Validated Reviewer
Verified Current User
Review Source

"NetSuite Gets the Job Done"

What do you like best?

The ability to track and see all activity from the team, as well as communications with clients and prospects.

What do you dislike?

Sometimes when using custom entry forms, such as entering purchase information, the system will sort of go glitch crazy with pop ups saying error with no proposed solution.

What business problems are you solving with the product? What benefits have you realized?

We utilize NS to track the sales process, funnel, purchase orders, billing information and more. Its great having it all in one place.

NetSuite review by John Z.
John Z.
Validated Reviewer
Review Source

"We've been a NetSuite customer for 16 years now."

What do you like best?

I like that our entire company and processes are all in a single application. This eases things for us by allowing insight into every aspect of our business.

What do you dislike?

There are a few features and functions that we'd like to see integrated into a future release of NS. We've submitted feature requests for these and are hopeful these will become a reality soon.

Recommendations to others considering the product

I'd highly recommend NetSuite CRM for anyone who ownes or runs a business whether it be a new business or an existing business looking to transition to the NS platform.

What business problems are you solving with the product? What benefits have you realized?

Our business benefits by making our company and our process run smoothly. Being a small company of (18) employees, NS does everything for us that larger companies would normally have.

NetSuite review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Great Product & Responsive Company"

What do you like best?

It's a great product out of the box. A lot of options & ability to customize. We are consolidating two home grown CRM systems into NetSuite. They have worked with us to customize the product to meet our needs. We've imported almost 20 years of records into NetSuite & it has been smoother than expected.

What do you dislike?

Some of the items we were told we could customize or things we were told we could do, have not panned out. But they are working with their development team to fix these issues.

What business problems are you solving with the product? What benefits have you realized?

We had two home grown CRM systems for tracking customer contact & information. These systems lacked reporting ability & prospect tracking. While useful for techs, not very useful for Sales & managers. We're gaining CRM for our Sales team from prospect to customer, tech info, manager tracking & reporting & billing purposes.

NetSuite review by Rachael C.
Rachael C.
Validated Reviewer
Verified Current User
Review Source

"NetSuite Rocks!"

What do you like best?

I love the ability to customize the system to fit our custom needs without having to pay for scripting or worrying about the customization breaking after upgrades.

What do you dislike?

There isn't anything that I truly dislike about the system.

What business problems are you solving with the product? What benefits have you realized?

We use NetSuite for Marketing, Sales, Finance, Project Management and Support. Having one customer record for all of these functions allows us to have a 360 view of our customers and better serve them. We have been able to reduce headcount by automating and streamlining many of our business processes.

NetSuite review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Integrated with your sales and accounting"

What do you like best?

Because the CRM is fully integrated with your accounting, sales, and purchasing, there is an amazing amount of data available to provide really excellent customer service. Reporting capability on your inventory and past sales among certain customers can also give your sales team excellent tools on who to target with specific products.

What do you dislike?

At a price for the excellent integration of using one system, you lose a little bit of the bubbly, extremely intuitive UI that you find in some of systems that specialize in just one thing. The per user license cost is also a bit higher than systems that specialize in just one or two things.

What business problems are you solving with the product? What benefits have you realized?

We implement NetSuite as a whole for clients who want their business systems all in one system and all online in a scalable system. Once they get used to how NetSuite functions, they are usually most happy with the amount and combination of data they can pull together through search and reporting without having to export to Excel and manipulate data every week.

NetSuite review by Leanna B.
Leanna B.
Validated Reviewer
Verified Current User
Review Source

"Easy enough for most people in the company to use, still some bugs that can be "

What do you like best?

When set-up correctly, the home page organization is helpful to keep on track during the workday.

What do you dislike?

The ticket management and and visibility into projects is difficult to use.

Recommendations to others considering the product

I think most of the issues we face with Netsuite is how it was set up with Search Optics. The tool could be more useful with their input from the users.

What business problems are you solving with the product? What benefits have you realized?

Managing projects among multiple team members to meet client needs.

NetSuite review by Stacy V.
Stacy V.
Validated Reviewer
Review Source

"NetSuite CRM Indifferent Review "

What do you like best?

What I like best about NetSuite CRM is the 360 degree view of customer data including information on quotes, orders, invoices, credit and receivables.

What do you dislike?

What I like least about NetSuite CRM is the user interface. It is very bland and somewhat difficult to navigate

Recommendations to others considering the product

Customer support is based out of the Philippines and the language barrier can be the cause of frustration when seeking support. I feel that NetSuite is headed in the right direction since the Oracle acquisition, I look forward to seeing these developments unfold.

What business problems are you solving with the product? What benefits have you realized?

Managing customer accounts and order to cash throughout he enterprise.

NetSuite review by Phil W.
Phil W.
Validated Reviewer
Verified Current User
Review Source

"Netsuite - comprehensive, but not an entirely intuitive interface"

What do you like best?

Netsuite CRM offers an out-of-the-box Cloud based environment that covers most requirements for managing the financials and CRM aspects of a business. After some (fairly extensive) training you can manage all financials from a single dashboard and it is very granular.

Netsuite also provides a CRM platform to manage contacts, track leads, manage tasks/action lists and lifecycle sales management.

I really like the simple dashboard that tells you outstanding actions, particularly for managing financial transactions. While not the simplest interface to use, it provides comprehensive features to manage everything financial, from product lines, stock to detailed accounting principles. While not an accountant myself, our accountancy firm use it to manage our books and prepare for year end accounts.

What do you dislike?

Sometimes difficult to find what you want to do, especially when managing products and stock. It is easy to set up something incorrectly and create financial 'errors'. Not overly intuitive to use.

The CRM side is difficult to get your head around and takes hours to fathom out how everything interrelates. Although there is an abundance of documentation in user guides, they are not set out that well and it's difficult to follow. To get the most out of Netsuite you need to invest in administration and user training - all very well for a large company (with a large budget), but in a smaller one it can work out expensive.

We tried to use it for CRM but it was simply too complex for our needs. New employees struggled and eventually did their own thing which created a problem in creating a 'Single Customer View'.

I consider Netsuite overkill for a very small company with < 10 employees.

What business problems are you solving with the product? What benefits have you realized?

We used it initially for managing all of our company finances - orders, sales, bookkeeping, product & stock management.

We tried to set up and use the CRM features, but as implied above, it was too complex and not intuitive enough for our needs.

NetSuite review by User in Renewables & Environment
User in Renewables & Environment
Validated Reviewer
Verified Current User
Review Source

"NetSuite full of features, but is operationally slow"

What do you like best?

I enjoy that I have quite a few features right at my fingertips (for example, I am able cycle between my various roles). In this way, NetSuite can serve as a "one stop shop" for nearly all of my internet-based work with my company.

What do you dislike?

NetSuite is a bit slow going from one webpage to another. Additionally, it appears that I am sometimes logged off when I have to open up multiple tabs ("More than one instance of me being signed in"), for example, when I have to compare several items in my inventory.

Finally, it would be nice to allow for more flexibility in how I view my timesheets. For example, it would be nice to see perhaps a month at a time, or be able to select a specific date.

What business problems are you solving with the product? What benefits have you realized?

I serve somewhat as a liaison between the labs and the procurement side. I can provide information to both sides about various chemical usages, or other quality-of-life improving items. NetSuite does allow me to keep track of these things.

NetSuite review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"CRM "

What do you like best?

Pretty easy to use had minimal training and picked up basic functions pretty quickly. Easy to export information

What do you dislike?

Archaic system. I have looked for tools to recommend to sales for automation and a lot of tools do not integrate with Netsuite. UI is simple however outdated. I do wish Netsuite would have phone app that users can easily modify records and work mobile. Right now it is not set up very well for us.

Recommendations to others considering the product

easy to use and learn. good back end office integrations with fulfillment etc. bad integrations with new tools ie dialers

What business problems are you solving with the product? What benefits have you realized?

staying organized keeping track of records including leads activities and communication

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