In a Nutshell
- Real-time view of customer relationships
- Integration with accounting, Ecommerce, and ERP systems
- SaaS-hosted. All user data stored in a safe data center
- Not as slick a user interface as many tools on the market
- Programing required for customization can be complex
- Pulls data from many sources, so can be slow
Oracle (Netsuite) CRM at a Glance
Best For: Large organizations
Key Use: Providing a 360 real-time view of customer interactions and data
Price: From $999/month +$99/month/user
Free Trial: No
Netsuite CRM offers enterprise-level and comprehensive CRM functions. It integrates well with other tools, including accounting platforms and inventory management systems. It can be hosted on both Windows and Unix-based servers and can also be accessed from a comprehensive suite of applications, including options for Android, iOS, and Blackberry.
The CRM integrates with NetSuite’s Ecommerce platforms, so customer purchase histories and contacts logs can be accessed from one convenient online location. This provides so-called “real-time 360 degree visibility” into the company’s relationship with its customers.
Tools For Sales Teams
Netsuite’s tools for sales teams include:
- Customer management: a comprehensive dashboard for viewing a customer record in one tab.
- ERP, supply chain management (SCM), and CRM functionalities are all stored within a single database structure. This minimizes the amount of integrations that have to work in order to ensure a timely supply of actionable customer information.
- Custom sales stages can be configured, allowing sales teams and managers to map and report funnels according to the unique contours of their lead qualification process.
- Built-in commission-tracking modules allow upper management to set incentives for sales and marketing teams and inform payroll of the amounts accrued.
Tools For Customer Support Teams
- The integrated customer service module includes a full customer portal system to allow users to provide personalized support.
- Case management routing and logic allows support cases to be intelligently or manually routed between teams and distributed between various support channels, including web, phone, and email.
- Easily publish and update knowledge base articles, reducing the burden on customer-facing support team members.
- A time tracking module allows support staff to log the time they spend working on customer cases.
Tools For Marketing Teams
Marketing users can access the following features through Netsuite.
- Easily access individual account information and high-level KPIs side-by-side.
- The built-in marketing automation creator allows users to create segmented marketing campaigns dividing the campaign type between email campaigns, lead nurturing campaigns, direct mail campaigns, and other outreach methods.
- Drawing from purchase histories that arrive from an integrated Ecommerce system, for instance, marketing teams can easily create drip email sequences for customers that have bought a main product but have not acquired the complementary up-sell or cross-sell item.
- Built-in HTML template editor can integrate fields directly from all areas of the CRM, including purchase histories and other ERP particulars.
- Every transaction generated from email marketing campaigns can be linked back to CRM items via campaign tracking, allowing managers to easily assess key metrics such as total revenue generated, campaign ROI, and cost per lead.
Customizations And Integrations
- Internal integrations—between CRM functions, ERP, and accounting—work out-of-the-box.
- NetSuite also supports a number of integrations with third-party CRM services, including Hubspot (the Bedrock Data integration provides “robust, bidirectional syncing of lead, contact, and customer data between Hubspot and Netsuite).
- Communication tool integrations include Yammer and Qontext (provided via the SuiteSocial platform).
- G-Suite and Microsoft Outlook integrations provide calendar and contact syncing and enable contextual access of Netsuite information from within Gmail.
- Netsuite also provides its own API, although integration with other cloud services has been reported to be challenging.
Reporting And Dashboard
- Reporting dashboards that can be tailored to the user’s role as well as standard out-of-the-box reporting dashboards intended for typical competencies and positions, such as Regional and National Sales Managers.
- Netsuite’s Financial Report Builder allows financial managers to create financial reports according to both regulatory and internal requirements.
- Users can run both ad-hoc reports or scheduled reports. Scheduled reporting can be configured to run at specific times and to be sent to certain user groups or business units.
Netsuite provides official apps for both Android and iOS. The mobile apps feature:
- The ability to access the same dashboards as are made available via the web and desktop UIs.
- Full KPI access.
- Inbound and outbound call logging.
- Integrated calendar access to help plan working days.
- Create and recall saved searches to make it easy to recall customer records on-the-go.
Plans And Pricing
Because Netsuite is intended for large install bases, it doesn’t publicly disclose its pricing. However, costs typically include a $999/month subscription charge as well as a per-user add-on which varies according to the exact module requirements of the purchasing organization. The basic CRM package provides marketing automation, sales force automation, and customer service management, as well as full integration with other modules, including ERP and financial reporting.
Formal service tiers include Light Edition, Mid-Market edition (intended for organizations with 15-1,000 employees) and ranging up to NetSuite OneWorld, the most comprehensive package.
Ease Of Implementation And Use
Netsuite is intended for the enterprise environment and, as such, is most effectively used by companies with developed IT resources, including teams to hand-code custom integrations and ensure that any internal systems are properly integrated. The out-of-the-box integrations are not as easy to configure as those available with other providers.
Netsuite’s support package, SuiteSupport, is available at both Basic and Premium levels. The Basic package is limited to business hours in the customer’s time zone, while the Premium tier provides 24/7 toll-free access.
Both tiers, however, include 24/7 support for system-critical issues, while only the Premium plans allow the same for non-critical problems. Netsuite offers online ticket-base case submission and telephone support. Oracle has also produced comprehensive documentation to assist users of every service tier.
What User Say About Oracle Netsuite
“NetSuite is a very important tool that helps us work efficiently and effectively, which results in us being able to scale and grow faster.”
Philz Coffee User Team
“We use NetSuite to deliver a holistic, omnichannel experience that drives customer satisfaction and repeat business while streamlining our operational business processes.”
Lovesac User Team
“NetSuite was the only solution that could support significant growth in our primary segments—enterprise customers as well as SMBs—each of which has its own unique set of complexities.”
Mark Mader, CEO, Smartsheet
Oracle Netsuite is a titan among enterprise CRMs. It offers complete integration with other key business modules including ERP information and financial reporting data. Although it is slower and less integration-friendly than its SMB alternatives, for those looking for a serious and thoroughly supported enterprise options, it is among the leading options on the market.