Customer Service Management

Q: What is NetSuite Customer Service Management?

NetSuite CRM customer service management (CSM) capabilities provide a complete view of customer information for improved satisfaction and lower service costs. NetSuite's unified cloud solution gives everyone who works with customers — sales, support, service, fulfilment — access to customer information that’s updated in real time. That unified view empowers employees to better support your customers while driving upsell and cross-sell opportunities.

Improve customer satisfaction, lower service costs

What is NetSuite Customer Service Management?

NetSuite CRM customer service management capabilities provide a complete view of customer information for improved satisfaction and lower service costs. NetSuite's unified cloud solution gives everyone who works with customers — sales, support, service, fulfilment — access to complete data that’s updated in real time. That unified view empowers employees to better support your customers while driving upsell and cross-sell opportunities.

Delight Your Customers

Speed up support case resolution by automating case assignment and escalation processes. Empower customers to resolve common issues on their own with a self-service portal and searchable documentation knowledge base.

NetSuite Customer Service Management Features

Provide the customer service center with a complete customer view to boost satisfaction and retention.

Case Management

Expedite resolutions by assigning, managing and routing customer support cases from multiple communications channels, including phone, fax, email and web. Track support cases according to product, issue, case type, partner or customer. Monitor customer service metrics including call resolution times, customer satisfaction, subscription renewals, call volumes and case trends.

Customer Portal

Enable online self-service with support case submissions, order status tracking and interactive communications. View past support cases, quotes and order history to save your customers’ time and provide a better brand experience. Allow customers to view and pay invoices or submit return authorisations without having to contact support.

Knowledge Management

Develop a rich, searchable knowledge center of support articles, best practices, help topics and training videos. Organise and publish content easily, and empower your customers and service reps to quickly track down the information they need. Provide users the ability to submit online support cases when search results don’t answer their questions.

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NetSuite fundamentally helps us provide better service to the people we support through intelligence that we didn’t have before.

Hugh Hill
Director of Services and Development, Simon Community Scotland

NetSuite Customer Service Management Benefits

Boost Customer Satisfaction. Support teams can access customer information anytime, anywhere to drive customer satisfaction and retention.
Reduce Costs with Effective Self-Service. Deliver a high-quality, high-touch experience for clients while reducing the cost of customer care.
Increase Efficiency and Productivity. Accelerate case resolution time by assigning cases appropriately and providing support reps with complete visibility into customer data.
Drive Incremental Revenue. Empower sales, service and support reps to upsell and cross-sell better with complete access to cross-functional customer insights.

Challenges NetSuite Customer Service Management Solves

Multiple Sources of Data. Increase employee efficiency and collaboration with a single, centralised repository of customer information.
Manual Case Assignment. Automatically assign support cases based on predefined rules, manage case severity levels and measure response times to optimise case load.
Poor Visibility into Support Activity. Get full insight into open and closed case summaries, case escalations and case activity.
Managing Returns. Customers can initiate their own return materials authorisations, or support representatives can process RMAs via email, phone or online.

How Much Does NetSuite Customer Service Management Cost?

Companies of every size, from pre-revenue startups to fast-growing businesses, have made the move to NetSuite. Looking for a better way to run your business but wondering about the cost?

Users subscribe to NetSuite for an annual licence fee. Your licence is made up of three main components: core platform, optional modules and the number of users. There is also a one-time implementation fee for initial setup. As your business grows, you can easily activate new modules and add users — that’s the beauty of cloud software.

Customer service management capabilities are part of NetSuite CRM, which is included with the NetSuite platform. Every employee that accesses NetSuite CRM needs their own user licence.

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