What Ongoing NetSuite Support Looks Like in Practice
Implementing NetSuite is an important step toward improving business processes, centralizing data, and gaining better visibility into operations. But going live is only the beginning. As employees use the system and business needs evolve, organizations may need ongoing support to resolve issues, make adjustments, and get more value from their ERP investment.
Understanding the best practices for ongoing NetSuite support after implementation can help you identify where you need assistance and keep your system aligned with your needs.
Based on the most common requests Terillium’s managed services team receives from NetSuite customers, here are five areas to prioritize as part of your ongoing support strategy.
Best Practices for Ongoing NetSuite Support After Implementation
1. Continuously Improve Reporting and Analytics
Reports, saved searches, and analytics are common areas where NetSuite users need additional support. Businesses want better insight into their operations and need to make effective use of the reporting tools available in NetSuite.
Knowing which tools to use and how to configure them for specific business needs can be challenging. Your team may need help creating reports, adjusting saved searches, or determining how to use analytic workbooks to find the information it needs.
As reporting requirements change, it’s worth revisiting whether your existing reports provide the visibility your team needs. Working with a NetSuite support partner can help you identify the right tools and configurations to get more value from your data. Making these improvements an ongoing priority is one of the best practices for ongoing NetSuite support after implementation.
2. Keep Forms and Customizations Aligned with Business Needs
NetSuite forms influence both how employees interact with the system and how your business presents information to customers. As business requirements evolve, existing forms may need adjustments to better reflect your processes, branding, and operational needs.
Common forms customization needs include:
- Invoices: Customize the documents customers receive from your business
- Sales orders: Adjust forms to reflect business requirements and processes
- Item fulfillments: Update forms used to support fulfillment activities
- Internal user forms: Tailor the forms employees use to complete their daily tasks
Customer-facing forms help present a consistent, professional image of your company. Internal forms provide employees with an effective way to interact with NetSuite and complete their work.
Reviewing both experiences can help you identify where changes may be needed. Ongoing NetSuite support can help you determine how to make customizations that better align with your business.
3. Maintain Scripts and Third-Party Integrations
NetSuite environments may include custom scripts and connections to third-party systems. When technical issues arise or integration requirements change, you may need specialized assistance to investigate the problem and determine an appropriate solution.
Common technical support needs include:
- Writing scripts to address specific business or technical requirements
- Troubleshooting issues involving third-party integrations
- Evaluating technical options when a new requirement arises
- Getting guidance on how to approach a technical challenge within NetSuite
These requests may require expertise beyond routine system administration. Access to experienced technical resources can help your team investigate issues, understand available options, and determine the best path forward.
4. Keep Banking and Financial Processes Connected
Banking connectivity is another area where accounting and finance teams may need NetSuite support. Businesses often need to connect NetSuite with their banks and manage the movement of financial information between systems.
Common support needs include:
- Bank connections: Connecting NetSuite with banking systems
- Bank data retrieval: Accessing bank information needed for financial processes
- Payment data transfers: Sending payment information to banks
- Financial reconciliation: Comparing financial records with bank data at month-end or as needed
These activities help finance teams manage financial information and reconcile transactions. When banking connections or data transfers require attention, technical and functional support can help organizations work through their requirements.
Ensuring your finance team has access to assistance when banking questions arise can help address connectivity and data-transfer needs within your NetSuite environment. This is particularly relevant when bank information and payment data play an important role in regular reconciliation processes.
5. Tailor Approval Workflows to Your Organization
Approval workflows help businesses establish visibility into transactions and define who is responsible for reviewing and approving them. Because approval requirements vary by organization and transaction type, workflows may need to be configured to reflect specific business processes.
Common approval requirements involve:
- Sales orders
- Invoices
- Purchase orders
- Other transactions that require internal approval
You may need assistance determining how approvals should work, clarifying who is responsible for reviewing transactions, or adjusting workflows to better reflect your organizational structure.
Effective approval processes provide visibility into who is responsible for what while supporting the way the business operates. A workflow that works well for one organization may not meet the needs of another.
As responsibilities and requirements change, reviewing approval workflows can help ensure they continue to support your organization’s processes.
Make Ongoing NetSuite Support Part of Your Strategy
How Terillium Can Help
The right NetSuite support partner can help you do more than resolve individual issues. Whether you’re trying to get better insights from your reports, adjust forms to fit your processes, troubleshoot an integration, or refine approval workflows, having experienced resources available can help you find solutions that work for your business.
Terillium’s NetSuite managed services offering gives customers access to senior, certified consultants who understand the system and the business processes behind it. NetSuite support can address everyday questions, technical challenges, system administration, and opportunities to optimize your NetSuite environment.
If your business needs ongoing help getting the most out of NetSuite or looking to do a NetSuite Health Check Assessment, get in touch with our team of expert NetSuite consultants.
