Order Management System

When it's done right, order management can streamline your entire fulfillment process. It minimizes paperwork for your sales force, enabling them to focus their efforts on selling. It also ensures that customers get deliveries on time, boosting customer satisfaction and long-term loyalty.

Everything in NetSuite CRM+ is built around customers and orders—reports, dashboards, and customer intelligence all key off this tangible relationship with the customer, making it as easy to connect with them over the Web as in person. This order management capability also allows sales people to work a deal through the pipeline, right through to the actual close. So you can finally see booked orders in your forecast, greatly increasing its reliability, predictability and accuracy.

With NetSuite CRM+, sales representatives can turn estimates into orders with just one click of a button, significantly reducing their paperwork. Did you know that other CRM vendors' solutions don't include order management? That means you can't complete the order and, importantly, you lose visibility into customer order histories for inquiries and support—and for future marketing and sales customer intelligence.

NetSuite CRM+'s order management system also gives everyone in your organization access to the same, up-to-date order information. Support representatives can view order statuses; sales representatives know when to make follow-up calls; and customers can check order statuses in real time via the Customer Center, or your Web site.

Benefits:

• Manage by fact with marketing ROI based on real purchases, sales effectiveness based on actuals not just projections, forecast accuracy you can trust, and sales incentives based on real sales in system real-time, not haphazardly on a spreadsheet.
• Empower sales reps with the first and only hosted CRM solution that lets them create estimates and orders with one click, saving time and money.
• Give customers full visibility into order status, boosting customer satisfaction and loyalty.
• Mine centralized customer purchase histories for customer profitability analysis, strategic marketing and upsell/cross-sell.

Features:

• Order processing lets sales reps turn estimates into orders with just one click.
• Real-time order status means that everyone has access to the same, up-to-date order information.
• All orders and their history are captured and managed within a single repository.

Incentive Management

At most companies, commissions are calculated using spreadsheets, or homegrown software. As a result, sales people spend much of their time "shadowing" their compensation—double-checking the company's figures to ensure they're getting their due. But by automating commission management, you enable your sales force to focus on what really matters: closing the sale. Sales force automation not only reduces needless paperwork, but it also gives you a simple, accurate way to maintain and track commissions for your entire sales force. Commissions are visible to reps and their managers as KPIs on their Dashboard so they know exactly where they stand for actual and projected commissions.

With NetSuite CRM+, you have the flexibility to schedule complex commission structures based on how you do business. You can structure commissions in any number of ways—based on quantity, sale amount, service sold, profitability of the product sold, or percent of quota that is reached. While many other vendors force you to adjust your business to their software, NetSuite CRM+ tailors itself to your specific business needs.

Benefits:

• Free your sales force representatives from tedious commissions-related paperwork, enabling them to focus on what matters most: closing the sale.
• Provide real-time, accurate visibility into commissions on reps' and managers' dashboards.
• Analyze commission reports to understand how well your team is performing, or which specific products and services are your best sellers.
• Motivate your sales force with an additional level of flexibility in setting up new, or retroactive commission plans.
• Once commission payments have been approved, route them automatically to the payroll department, streamlining back-office processes and saving time and money.

Features:

• Complex commission schedules can be managed centrally, and set monthly, quarterly, bi-annually or annually to allow for maximum flexibility.
• Commission rules can be configured based on quota, sales, or quantity.
• Calculation options enable you to calculate commissions based on a linear scale, marginal scale, or no scale at all.
• Support for complete commission plans allows for multi-tiered scheduling and maximum flexibility in creating sales compensation formulas.
• Full visibility enables sales force representatives to view commission reports and forecast their earnings on their personalized Real-time Dashboard.
• Retroactive commissions options enable you to make changes to compensation plans, as needed, when needed.
• Target commissions enable sales managers to set a goal and calculate commissions for the entire sales team.

Project Tracking

For services companies, service delivery is at the heart of customer relationship management, yet project management has been left out of most CRM vendors' solutions. Enter NetSuite. NetSuite CRM+ let's you track projects and tie this directly to the customer record for real-time visibility.

That's why NetSuite CRM+ lets you manage multiple types of projects, including time and materials, fixed price, and cost plus projects-all in real time. NetSuite CRM+ also organizes your tasks, calls and events, linking them to specific projects and clients. Best of all, NetSuite CRM+ manages project and client data in one, powerful and fully integrated system.

Benefits:

• Make the most of your money and resources by tracking each job and sub-job in real time, and making adjustments as needed.
• Manage and monitor all project-related data in one system, thereby improving internal efficiency as well as client service.
• Give all stakeholders complete visibility across sales, service delivery and support departments, enabling them to make better, smarter business decisions.
• Multiple-project jobs and sub-projects can be linked with customers as well as with opportunities, making complex many-to-many relationship structures easier to manage.

Features:

• Track all your resources and assets in real time from a single, powerful platform.
• Create project jobs or sub-jobs and link them to specific customers.
• All records include start dates, estimated end dates, percentage of work completed, actual end dates, as well as income and expenses associated with each project.
• Organize tasks, calls and events automatically, linking them to specific projects.

Complete Customer Portal

Self-service customer support centers are fast becoming the channel of choice for customers. Opens a self-service customer portal communication to your customers by giving them a way to post service issues, place new orders, or view their order histories. Such a site lets you stay open for business 24/7, around the world. Moreover, it delivers a high-quality, high-touch experience for customers while reducing the cost of customer care to your company.

Customer self-service provides real-time, cross-channel views of all interactions for delivery of superior customer service—whether the interaction occurred on the Web just seconds ago or with a sales rep in person yesterday. In addition, customers can view outstanding quotes or orders and even request returns. Most importantly, detailed order history allows an easy check of entitlement to service levels as well as intelligent upsell/cross-sell offers, helping turn the call center into a profit center.

Benefits:

• Stay open for business 24/7 around the globe, while also providing cost-effective self-service options to your customers.
• Empower customers with unprecedented control over their purchase decisions, real-time access to such data as order status, order status tracking and return authorizations, driving return visits and greater customer loyalty.
• Allow customers to report a problem, or request information, with a simple e-mail, simplifying case creation and expediting customer requests.
• Customized content enables you to create a true one-to-one marketing platform. You can also publish information to specific prospects or customers, or to entire groups of customers that are determined by specific criteria you set.

Features:

• Customers can enter trouble tickets by logging onto your site, rather than calling or e-mailing you.
• Password-protected access to key customer support tools, such as the NetAnswers Knowledge Base, gives customers the information they need, when they need it.
• Customers can update their profiles, view their order histories, check order status and place new orders round the clock. Customers can request support or information by simply sending an e-mail to a designated address, using online forms in the Customer Center, or calling customer support.
• By accessing content that's been customized just for them, customers can be ensured of getting the most relevant support documentation.
• After a service request has been made, the system automatically sends customers a confirmation of receipt and a case number.

Website & Analitics

NetSuite CRM+ integrates what has become the customer channel of choice, and a business's most pervasive marketing vehicle, the company Web site

• Web hosting capabilities includes rich site builder tools that allow for dynamic content driven from the CRM system, including an online product catalog, lead capture, and customer self-service.
• One-to-one publishing capabilities allow for personalized and targeted content to be delivered to prospect or customer portals.
• Site Analytics adds rich integrated Web reporting that provide aggregate site metrics previously only available through third party monitoring services, as well as unique visitor specific click-through and page hit information invaluable to targeted sales and marketing follow up.
• Robust Intranet publishing capabilities are also included with specific audience controls that allow content to be tailored to different departments or groups of individuals such as managers versus all employees.

Partner Relationship Management

A business is much more than its own four walls. To succeed today, businesses need to reach beyond their walls and collaborate with partners, often extending key customer and sales data. Only then can businesses work effectively with partners to manage the pipeline, process orders, track marketing activity and forecast sales.

Meeting the needs of growing businesses, NetSuite's CRM+ solution provides the industry's first and only partner relationship management application that lets you reach all your partners, while simultaneously allowing you full control over every element of your sales and marketing process, including: marketing campaigns, lead management and order processing.