Advanced Customer Center for NetSuite by SuiteCorner
Do you want to let your customers log in to your NetSuite account but find that the Customer Center in the standard system does not present information adequately?
Do you use SuiteProjects and want to allow customers to see how projects are progressing?
Do you use Support Cases and want to let customers see how cases are progressing?
Do you want to obtain modern interfaces with Kanban boards and clear reports in the Customer Center?
If you answered Yes to any of the above questions, the following article will be of great interest to you.
Advanced Customer Center in NetSuite by SuiteCorner
SuiteCorner has been working with NetSuite for almost 20 years as a Solution Provider, and over the years, we have developed several tools that significantly enhance the standard Customer Center functionality in NetSuite.
The standard Customer Center function in NetSuite allows you to let your customers log in to your NetSuite account to, for example, view quotes, orders, invoices, payments, or support cases. Over the years, SuiteCorner has had many customers who want to open this login option for their customers. The Customer Center in the standard system does not require any extra user licenses, but Oracle has “restricted” the ability to customize the Center. It is not possible to modify what is to be presented freely, and there are restrictions on what information can be displayed. These limitations have often resulted in our customers not choosing to open this login option as the interface towards end customers has become too inadequate. Creating other portals outside of NetSuite for various types of customer logins or “my page” is often associated with a lot of work and can also drive a lot of costs. Many times it ends with simply not offering the end customers a login option, which we at SuiteCorner find unfortunate.
With SuiteCorner’s apps Boards for NetSuite and Reporter for NetSuite, a solution is opened, which we call Advanced Customer Center by SuiteCorner. The Kanban boards that we can create with the Boards for NetSuite app can present the information you have in your NetSuite account in a completely unique way in the Customer Center. The reports that we can create with the Reporter for NetSuite app can be presented in the Customer Center directly on users’ dashboards. In addition to being able to control more over how the information is presented, end customers also receive a more modern interface.
Below we show two different use cases with Advanced Customer Center by SuiteCorner. However, we want to emphasize that it is equally possible to present other information to your customers in the Customer Center, even information that you have placed in custom tables (Custom Records).
Support Cases
The customer logs into the Customer Center in your NetSuite account and wants to see how their support cases are progressing. Here, we have chosen to present everything related to Support Cases in a separate tab. If you work with Support Cases, you often want clarity in how far different cases have come in their resolution. Presenting Support Cases in a Kanban board is an optimal way to create clarity. The different columns represent different statuses of the cases. It is immediately possible to see the status by seeing which column the case is in. With “drag-and-drop,” end customers can also be offered the opportunity to drag and drop a card into a new column. You decide whether end customers should be offered the ability to update the cases directly on the Kanban board.
Different color codes on the side of the cards can be set by the user to, for example, indicate warnings, and various flag colors can, for instance, indicate if tasks are taking longer than agreed.
It is also common to want more statuses on cases than the standard system offers. These parts are entirely configurable in the solutions.
Project Management
Here, we have chosen to present everything related to project management in a separate tab in the Customer Center. If you work with the SuiteProjects module in NetSuite and run various types of projects together with your customers, the Customer Center can offer excellent opportunities to let the customer be involved and see how the project is progressing.
The first board shows all ongoing projects. Each card represents an entire project. You decide what information should be displayed on the cards. Each card has a minimized and a maximized state, and you control which fields are presented.
The Kanban board below shows all ongoing project tasks in the projects you handle with the customer. In our example below, you can see that we use several different statuses for a project task. The columns New, To do, In Progress, etc., can be completely configured, and you decide in the settings which statuses to use. The standard system only offers three different statuses for a project task: Not started, In progress, or Completed. Here, we have the opportunity to let the task pass through several different statuses before reaching Completed. Different businesses have, of course, different needs, and here there are full possibilities for customization. Even here, you can let the customer be involved in updates. The most common, however, is to lock all possibilities in the Customer Center for updates of project tasks and only display the information for the customer.
If you have several ongoing projects with the customer, a filter can be used to filter out different project tasks for different projects.
Project Reports
We have chosen to place Project Reports in a separate tab in the Customer Center. With the Reporter for NetSuite app, we have created a project report that we call Customer Project Overview. It provides a complete overview of all ongoing projects, including detailed information about each sub-project. The report is presented directly on the dashboard in a portlet when you open the Project Reports tab. The report is part of the template reports available immediately after installation, and it can, of course, be modified with the tool’s built-in editor. You can thus decide which information to present to the customer. Add your own logo and add or remove information as you wish. The report can be easily printed if the user wants to.
With the Report viewer you can decide if you want the report to be displayed in Full page or Full width. (Full page above and Full width below)
Bar and Pie Charts included in the Report
The Report can include Risk Management from the Projects if you wish.
Detailed information on each project is also included
With the Reporter for NetSuite app by SuiteCorner, you can customize as many reports as you want and then present them in the Customer Center.
Advanced Customer Center for NetSuite by SuiteCorner is thus a number of sophisticated add-ons installed on top of the standard system’s Customer Center. The solution is licensed by SuiteCorner, and a minor setup is required to get started. The apps included in Advanced Customer Center can also be used in other areas. CRM Accelerate for NetSuite by SuiteCorner is a solution that also utilizes Boards for NetSuite and Reporter for NetSuite. Feel free to read more about all the use cases in NetSuite here on our website.
Contact SuiteCorner
If you think these solutions with Advanced Customer Center for NetSuite by SuiteCorner are interesting, you can contact us here, and we will tell you more.
Here you can book a meeting with SuiteCorner at a time that suits you!
If you can’t find a suitable time, you can send an email to sales@suitecorner.com, and we will assist you with your questions.
SuiteCorner has developed many different solutions in various areas in NetSuite. CRM, Project, Subscription, Membership, Event are examples of some areas.
Click here if you want to read more about SuiteCorner’s various solutions.
SuiteCorner solutions are used by customers worldwide, and we also have an extensive partner network where local NetSuite Solution Providers can also help you.
If you are a Solution Provider or Alliance Partner and are interested in a partnership, you can contact us here.
/Rikard Burman Holmgren
CEO
