When you invest in a new enterprise resource planning (ERP) system, you’ll at some point have to choose between using the software vendor’s in-house support team, or enlist the help of an outside partner to handle optimizations, customizations, new functionality and more. This is a decision that shouldn’t be taken lightly, and it also should be based on more factors than just having “one throat to choke” when things go awry and challenges surface.
Put simply, a managed services provider like ScaleNorth can help you solve problems quickly, address issues swiftly and get more out of NetSuite—even more than the vendor itself may be able to provide. Leave the software development and innovation up to the vendor, but let an experienced managed services provider help you take your ERP to the next level as your company grows, scales and expands.
This article compares and contrasts NetSuite’s Advanced Customer Support (ACS) offering and ScaleNorth’s NetSuite Managed Services Program. Our goal is to help you understand the nuances between these two choices and to make the best possible choice for your organization.
NetSuite ACS is a subscription-based support offering provided directly from NetSuite. ACS is designed to give NetSuite users a basic level of ongoing support post go-live.
ACS is offered via a tiered system that includes various levels of engagement and services. As companies move up ACS subscription levels, the amount of engagement, proactivity and resource expertise increases. The tiers are:
While ACS offers support directly from the source, its focus often remains broad, catering to a diverse user base. As a dedicated managed services provider, ScaleNorth offers a more personalized and proactive approach.
Software vendors are very good at developing systems that keep global organizations running efficiently and effectively, but they don’t always have the in-house resources their customers need to keep their systems running at optimal levels. An outside partner like ScaleNorth, which is deeply specialized in the NetSuite platform, brings a dedicated focus and a wealth of cross-industry experience both during and after implementation. ScaleNorth's consultants aren't just NetSuite experts, but 50% hold the CPA credential, allowing them to understand the strategy behind your ERP configurations.
There are many reasons to opt for the more robust services of ScaleNorth's NetSuite Managed Services over NetSuite ACS. These include:
When dealing with ERP-related issues, the last thing you want is for support tickets to go unnoticed for hours or even days. NetSuite ACS depends on support tickets, meaning that when you have a problem, it's time to "get in line". Every time you put in a help ticket, you’ll also have to answer a redundant list of triage questions (e.g., how is the issue affecting you? What is your business impact right now? Etc.). Then, your problem will be assigned a severity level ranging from 1 to 4. Response times on these tiers can range from 1-2 hours for severe issues, to 2 or more days for the lower priorities.
With ScaleNorth’s managed services offering you get direct access to your team via phone, Zoom, email or live chat. We’re known for our fast turnaround times and dedicated team members who stay with you throughout the entire support experience. If you need help, just pick up the phone.
When you work with NetSuite ACS, you'll work with a revolving door of consultants as new team members get assigned to each new request of yours. This leads to every consultant starting from scratch with your business, and not understanding your business, current configurations, or underlying strategies. This severely hinders a NetSuite consultants ability to provide proactive support and guidance.
On the other hand, you get a dedicated team from Day 1 when you partner with ScaleNorth. Our consultants learn the inner workings of your business and ERP system, enabling them to be more proactive in their approach while accomplishing significantly more per billable hour.
Consultants for NetSuite ACS typically only have a few years of experience, and are often more junior in their careers. They may have a solid understanding of the platform and customization options, but lack business or financial acumen, and still have more to learn in NetSuite.
ScaleNorth's NetSuite consultants average over 5 years of experience, with our more technical teams averaging more than 8. Many ScaleNorth consultants started their careers with NetSuite's ACS team, before advancing to more technical roles. Plus, over half the team holds the CPA credential, giving them business and finance knowledge that positively impacts your ERP initiatives.
When you bring a problem to the NetSuite ACS team, they typically triage from a general knowledge base, without factoring in your existing ERP customizations. This can add even more time and frustration to the resolution process.
ScaleNorth’s experts are well versed in your customizations and understand the critical role they play in your system’s overall health. Plus, many clients are surprised to hear that ScaleNorth can put you in touch with an even more senior resource within NetSuite than your NetSuite account rep can if you need guidance from someone in their internal team.
Finally, vendors generally only incentivize employees to sell their own products. This can lead to high upsell pressure once you get on the phone or chat to try to get your problem solved. If there is any extra functionality needed, you can be sure that NetSuite's internal team will be promoting additional NetSuite modules for your business. However, those might not be the best solution for your business.
ScaleNorth takes a platform-agnostic approach and can introduce and/or implement solutions outside of just NetSuite. We advise on third-party software to compliment NetSuite, maintain a robust library of third-party software partners and help you pick the best possible options for your company. The result is getting the best software at the best price.
ERPs help organizations streamline their operations, automate processes and drive friction out of their workflows. These crucial platforms also help companies save money, improve efficiency and grow. But even the most sophisticated ERP solutions require ongoing optimization and tweaks to ensure companies are getting the most out of their IT investments.
ScaleNorth’s managed services program helps organizations transform those ERP tweaks into real productivity and efficiency gains. It also ensures a seamless and more predictable user experience; provides training and support as needed; and helps maximize NetSuite’s potential. You'll have a dedicated team of consultants, installed directly into your business and NetSuite environment, to assist with troubleshooting, automation, integration and optimization.
Ultimately, ScaleNorth's managed services program empowers your organization to not just use NetSuite, but to truly leverage your ERP as a strategic asset that drives tangible and sustainable business value.
To learn more about ScaleNorth’s NetSuite Managed Services Program, contact us today.
