A Better Alternative to NetSuite Advanced
Customer Support: A Custom Support Model

Empowering Enterprises with NetSuite Advanced Customer Support

When it comes to managing the complex operations of enterprises, NetSuite is a leader of cloud-based Enterprise Resource Planning (ERP) solutions. Notably, according to Oracle NetSuite, 50% of ERP implementations fail the first time around. Implementing NetSuite to its fullest potential is a tier of optimization that challenges many enterprises.

Out of all NetSuite products, NetSuite Advanced Customer Support (ACS) is a support solution intentionally designed to increase ROI on NetSuite. Providing guidance on optimization, configuration, upgrades, implementation, and more, using NetSuite ACS is a strategic decision to help enterprises monitor and optimize their overall NetSuite system performance.

“ACS and LCS together help you on that journey. It’s about that
growth, it’s about establishing that relationship, taking the right level
of expertise. I think as companies grow…it’s leveraging Advanced
Customer Support to do those more experienced opportunities”
– Nat Rosenthal, Vice President at NetSuite

Notably, however, while NetSuite ACS is specifically intended for NetSuite support, it is limited in terms of costs, personalization, and flexibility. For the most thorough, scalable, and adaptable NetSuite support, a keen enterprise can seek out custom support from an experienced NetSuite Partner to ensure their specific needs are met as closely as possible.

ACS Support Options for Enterprise Growth

NetSuite ACS offers four distinct subscription levels to accommodate clients’ varying needs for configuration assistance, system architecture design, and prescriptive product optimization.

While each level offers advanced resources for clients, with only four inflexible options, the prescriptive nature of ACS subscriptions can fail to accommodate diverse enterprise needs. For example, a client might want the access to ACS Playbooks that ACS Optimize provides but have no need for other Optimize features, such as partnership with a Customer Success Manager.

On the other hand, a custom NetSuite support model allows an enterprise to mix and match features, better accommodating unique enterprise needs. According to the Panorama Consulting Group, 90% of enterprises seek outside guidance to implement or optimize their ERP systems. With a support team specifically designed for you, a custom support model provides greater flexibility and dedicated, high-touch attention than NetSuite ACS, allowing you to design a solution perfectly tailored to your support level.

Benefits and Challenges for Enterprises

NetSuite ACS is an ongoing solution that benefits NetSuite performance in a few key areas. It can be leveraged to align with enterprise strategies, optimize performance and scalability, provide strategic direction on third-party integrations and the latest NetSuite upgrades, guide environment management, and rapidly resolve issues. Additionally, it offers one platform for all administration, maintenance, and enhancement needs, as well as access to leading NetSuite product experts.

However, NetSuite ACS can fail to fully meet an enterprise’s support needs. On one hand, the cost of NetSuite ACS increases incrementally depending on the level of support, and with an annual contract subscription system, the cost can fail to match the actual support needs of the customer. Furthermore, although NetSuite ACS offers access to NetSuite specialists, the level of personal engagement and in-depth knowledge of enterprise specifics is unavoidably limited due to its one-size-fits-all approach.

Custom NetSuite support, however, is more cost-efficient than NetSuite ACS, as its flexibility maximizes ROI for the unique level of support you need. Additionally, a custom support team can deliver faster response times, greater technical and industry-specific experience, objective advice independent of NetSuite’s objectives, and direct access to personalized support and management. Instead of providing general, inflexible, costly, and untimely support, a custom NetSuite support model adjusts to your requirements, aligning with your budget and need for greater efficiency.

The Best Support Model

Support is essential to successful ERP implementation. According to a reputable ERP consulting firm, over thirty percent of enterprises cite quality testing, management, and assessment as the source of their successful ERP performance.

NetSuite ACS offers value, as it can help optimize the NetSuite environment for enterprises with NetSuite Support Services, ongoing performance monitoring, and other features of prescriptive product optimization.

However, to fully maximize the benefits of your NetSuite support, it’s important to evaluate your business’s unique requirements before settling on NetSuite ACS. Fostering innovation and promoting excellence by tailoring to your specific needs, the long-term benefits of a custom NetSuite support model can elevate your NetSuite performance beyond the abilities of ACS.

In the transition to a custom support model, an experienced partner can help your business avoid potentially high setup costs, soften the learning curve, and streamline knowledge transfer. Evaluate your business’s needs and choose a custom support model to ensure the best NetSuite solution for you.