One of the business users from a Europe-based company with over 150 NetSuite users recently provided this positive feedback on our NetSuite Support Administration Services:
“Our interaction with LEACC Consulting has been positive so far. They are attentive, efficient, quick to respond, and has a customer-centric view. They respond immediately to tickets and also follow up in a timely manner. They aren’t afraid to ask questions, which is a really good quality to have. Our company structure is not easy to grasp so I appreciate they double check where needed and confirms understanding. Overall, they are professional, and has been helpful on my projects/tasks.”
How did we make this company so happy? One might think that being a NetSuite expert is enough, but not really.
In this article, we are sharing some NetSuite Administration tips for a OneWorld account that paved its way for us to receive awesome feedback.
NetSuite OneWorld Administration Tip #1
THOROUGHLY UNDERSTAND THE BUSINESS PROCESS.
Each business is unique. A NetSuite module for one company may be impractical or unsuitable for another. Once you’ve set foot on the company you’re going to work for, these are the first things that you should do: 1) Understand what the business does, 2) Identify key NetSuite users, 3) Know how NetSuite can leverage its day-to-day operations and 4) Recognize the critical processes which affect company bottomline, such as the company’s Change Management System. When a client requires to have changes with agreed deliverable items, or someone requests an address of a vendor to be changed, what protocols should you follow?
NetSuite OneWorld Administration Tip # 2
GET TO KNOW THE APPROVERS AND KEY PERSONNEL FOR THE NETSUITE SYSTEM.
This may not appear important to some, but this actually plays an essential role in your day-to-day functions as a NetSuite Administrator. A perfect example of how getting to know the key stakeholders in the NetSuite system can help is when there are approvals needed before you proceed with a certain change in the system. Knowing the right person to reach out to for certain activities will tremendously help to keep you on the right track.
NetSuite OneWorld Administration Tip # 3
ASK THE RIGHT QUESTIONS TO THE RIGHT PEOPLE.
Here’s an uncomfortable truth – it’s not enough to ask questions. You should also learn to ask the right questions to the right persons. This promotes ease on your journey as a NetSuite Support Administrator. For example, if you receive a user request about assigning additional permission to an existing role, you should know who is responsible for maintaining and designing your company’s rules in Segregation of Duties (SoD).
NetSuite OneWorld Administration Tip #4
COMMUNICATE IN YOUR USERS’ LANGUAGE.
As you administer a company’s NetSuite account, almost always, the users who you interact with are non-experts. They are not familiar with all the NetSuite terms that you may be used to. In order to avoid any form of miscommunication, it is wiser to communicate using terms that your NetSuite users are familiar with. For example, not all users are referring to the Vendor Bills the same way. They may be calling it “Vendor Invoice” or “Supplier Invoice”. To support them in the most efficient way possible, speak their language as much as possible and don’t forget to clarify.
NetSuite OneWorld Administration Tip #5
DOCUMENT ALL YOUR CUSTOMIZATIONS AND CRITICAL NETSUITE PROCESSES.
Last but not least, it should be a standard operating procedure to document your NetSuite customizations and critical processes upon creation. You may think that it’s something that can be put off for later or skipped out altogether, because it’s very easy, you know about all these by heart, and it will take time to organize and write it down–but as soon as other NetSuite Administrators join your team, the time-saving benefit this practice brings will be felt tenfold. Building and maintaining a repository of information in support of your company’s NetSuite account will help your team be ready, equipped, and confident to solve any issue that may arise along the way.