As much as those of us in the business of IT would like to believe it, the truth is most executives don’t have the optimization of their ERP systems top of mind at all times. And frankly, you shouldn’t have to. A solid ERP solution should be practically invisible to those who need it, with the heavy lift of keeping it running smoothly tucked away with the watchful eye of your IT team.
But the reality is everything doesn’t always go according to plan and mistakes happen. And while some may claim failure can be key to future successes, there are some missteps your company can’t afford to be making, especially when it comes to supporting your NetSuite solution.
Over the years, our team has witnessed all kinds of “mistakes” in the support and management of NetSuite from implementations to integrations as we’ve worked with companies to get their ERP systems performing at their best. Here are just a few of them:
Not giving NetSuite management the bandwidth it needs
As we mentioned, if your cloud ERP NetSuite solution is doing its job, it should be (mostly) invisible to those who use it. But that doesn’t mean it runs itself. Too often we see the responsibility of managing this integral enterprise tech being handed off to team members who simply don’t have the bandwidth (or the knowledge-base) to run it effectively. Make sure you’re giving your team the time and tools they need to optimize your NetSuite investment. (Bonus Advice: This doesn’t mean giving everyone and their cousin access to the system. Be certain to have a solid structure in place with roles and permissions.)
Not getting the most out of what you already own
When something isn’t working as well as you’d like, it can be tempting to jump on the first solution that presents itself, which often involves throwing money at the problem (with creating work-arounds, custom development, buying 3rd party add-ons, etc.). But just because it’s easy, doesn’t mean it’s the right course of action. NetSuite’s ERP solution offers a near infinite number of solutions and quite often problems can be solved without purchasing a solution. So be certain your support team has explored all the options - and considered all of NetSuite’s core functionality (and best practices configurations) - before paying for that add-on.
Being penny wise and pound foolish
All too often we see decisions made based on cost that lead to larger issues down the road. Budgets of course need to be considered, but understanding where, when, and how to spend can help companies avoid extra costs. It will cost you more in your business processes, inefficiencies, constraints, and profitability than it would to put the right support solution in place.
No knowledge transfer with your current NetSuite partner
If you’re working with a freelance or consultant support team to manage your NetSuite cloud ERP, it can be tempting to just sit back and let them do their thing. But make sure they’re keeping you in the loop on how, why and when they’re managing your ERP. Keeping that information siloed can lead to problems down the road, redundant processes, and general headaches for everyone involved.
Piecemealing solutions together
If you’re working with support that’s “figuring things out” as they arise, and not providing enough insight into how that time is being spent, that can become quite costly. Stop letting your “support” learn on your dime and find a partner that can look and plan ahead and has the expertise and experience to get ahead of potential problems to avoid them entirely. Look at the process holistically, consider the roadmap, and don't look at single threaded solutions.
Finding the right NetSuite support solution for your company
If you’re looking for a predictable cost with a reliable support solution that takes away the pain of every problem, frustration, issue needing to be justified in terms of spend and budget (i.e. adding insult to injury), a managed service provider might be the right support solution for you.
We know there are many factors to consider when choosing the right support solution for your company — cost, bandwidth, skill level, and so much more. That’s why we made a NetSuite Support Cheat Sheet to help companies riddle out what support solution makes the most sense for their needs.
We’ve outlined the top support solutions and the pros and cons in an easy to use checklist format to help you easily decide what the right solution is for you. Download your copy today!
For a more comprehensive look at common NetSuite support paths in order to help you thrive with NetSuite, check out the “Definitive Guide to Supporting NetSuite.”