Switching NetSuite Support Partners: Helpful Guidance and Tips
Introduction
Switching your NetSuite support partners after implementation can feel like a messy divorce. Numerous factors might lead to this breakup—hidden costs, slow response times, ineffective issue resolution—the list goes on. Once a decision-maker like you has been burned, seeking guidance on changing NetSuite support partners is natural before making another long-term commitment. Rest assured, you’re not alone in this dilemma. Many organizations have contacted us about poorly implemented NetSuite systems, often compounded by insufficient ERP training. They’re specifically seeking help with NetSuite support.
This blog will explore key indicators that signal it’s time to retire your current NetSuite support partner. We’ll also help you identify what you need in a support partner and provide detailed guidance on a smooth transition to ensure your next NetSuite partner fits your business.
Signs You Need to Switch Support Partners
A critical aspect often overlooked when noticing red flags with your current NetSuite support partner is the challenge of convincing your board to approve a change—especially when you previously spent considerable effort persuading them to approve the partner you now wish to replace. Before you approach the board with a proposal to switch partners, it’s essential to thoroughly evaluate whether the change is necessary. NetSuite partners are plentiful, but they are also a significant investment. Therefore, you need to ensure that your business genuinely needs a new support partner before you engage in discussions with your board members.
Here are a few questions you can ask your team to determine whether your current partner is meeting your needs:
- Has your current partner effectively supported your team with industry knowledge?
- Is your team satisfied with the turnaround times?
- Is your current partner proactively advising on upgrades, cost rebates, and training?
- Do they communicate effectively with your team?
- Have they invested time in training your team?
- Have they been transparent about hidden costs?
The answers to these questions will help you decide whether to proceed with a change. For more information on the common NetSuite support issues and how to resolve them, consider reading our blog post: Common NetSuite Support Issues and How to Resolve Them.
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Request a Support ConsultationWhen Standard NetSuite Support Isn't Enough: Exploring Personalized Service
While NetSuite ACS and other bundled NetSuite support services offer valuable resources, some businesses find that their needs evolve beyond the standard offerings. The challenge often lies in aligning expectations with the level of service provided. For instance, while these services are robust, they may not always offer the level of personalization or dedicated attention some organizations require, especially when more tailored solutions are needed. If your business needs more customized support, it might be worth seeking guidance on changing NetSuite support partners. A third-party vendor can provide that additional layer of personalized service to help you maximize the value of your NetSuite investment.
Some simple yet monumental benefits of opting for NetSuite partner support are:
- Customized support and individualized guidance
- Flexibility and modular services
- Personalized plans and attention
It’s crucial to recognize that switching partners isn’t as simple as changing a service plan—it involves entering a new contract with a different team, which can bring complexities. Transitioning to a new support partner requires careful planning and consideration to ensure a smooth process. In the next section, we’ll explore the common challenges that can arise during this transition and provide strategies to address them effectively.
Struggles That Cause a Disconnect Between You and Your New NetSuite Partner—and How to Avoid Them
Switching to a new NetSuite support partner is a significant decision, often driven by dissatisfaction with your previous provider. However, the transition isn’t always smooth, and specific struggles can lead to a disconnect between you and your new partner. Here are the common challenges you might face and how to navigate them effectively:
1. Starting on the Wrong Foot:
When you switch support partners, it’s usually because something went wrong with your previous provider. This means you’re likely already unhappy, and that negative experience can carry over into your new partnership. It’s important to start fresh and not let past frustrations cloud your judgment. Clear communication and a positive mindset can help you and your new partner focus on building a successful relationship.
2. The “I Already Know NetSuite” Trap:
One of the biggest challenges we see is that clients often come to us thinking they already know everything about NetSuite. While familiarity with the system is valuable, it can also lead to resistance when your new partner offers advice or suggests different approaches. To avoid this, remaining open-minded and listening to your new partner’s expertise is essential. Remember, they’re here to help you optimize your system and get the most out of your investment.
3. Setting Mutually Beneficial Expectations:
A common source of friction is mismatched expectations. It’s crucial to establish mutually beneficial expectations right from the start. This includes agreeing on reasonable Service Level Agreements (SLAs) and being transparent about the scope of work. Your new partner should also provide provisions for going out of scope or extending the scope so there are no surprises later on. You can avoid misunderstandings and ensure a smoother partnership by aligning expectations early.
4. Getting the Best of Both Worlds: Consultancy + Support:
One of the advantages of switching to a partner like AlphaBOLD is the ability to receive both consultancy and support in one place. However, integrating these services effectively requires collaboration and trust. Ensure your new partner is proactive in offering consultative advice, not just reactive to issues. This holistic approach ensures that your NetSuite system is supported and continuously improved, leading to better outcomes for your business.
5. Maximizing Your Return on Investment:
At the end of the day, the goal of any NetSuite partnership is to achieve a high return on investment (ROI). This is where your new partner’s expertise comes into play. They should be focused on helping you maximize the value of your NetSuite system, whether through optimized processes, better support, third-party tools integration, or strategic advice. Regularly reviewing performance and ROI with your partner can help ensure that both parties are aligned and working towards the same goals.
Changing NetSuite Support Partners – Tips and Tricks
So, you’ve decided that a change is necessary. Transitioning to a new support partner is a delicate process that requires careful planning to ensure its seamless and practical. Here’s all the guidance on changing NetSuite support partners you will need:
Personalized Support is Key:
When you switch to a third-party vendor like AlphaBOLD, you’re not just getting a new support partner—you’re getting a partner who provides personalized attention tailored to your specific needs. Unlike larger, less agile providers, AlphaBOLD takes the time to understand your unique challenges and offers proactive, consultative guidance to help you get the most out of your NetSuite system.
Handling Customization with Care:
One of the major frustrations with standard NetSuite support is the lack of integration between support and customization. At AlphaBOLD, we manage both aspects seamlessly, so you’re never left dealing with separate teams or disconnected solutions. This integrated approach ensures that your support and customization are permanently aligned, leading to faster resolutions and a smoother experience overall.
Overcoming Trust Issues:
Trust is a significant concern when switching partners, especially if you’ve been burned before. Our approach focuses on rebuilding that trust from day one, setting clear, mutually beneficial expectations. We also emphasize transparency, particularly around SLAs and scope management, so you always know what to expect.
Continuous Engagement and Proactive Guidance:
At AlphaBOLD, we don’t just wait for you to come to us with problems. We take a proactive approach, offering consultative advice on improving your processes and optimizing your system. This level of engagement is designed to resolve and prevent issues, helping you maximize your ROI on NetSuite.
Navigating Frequent Support Partner Changes:
If you’ve already changed support partners multiple times, you’re not alone—we see several support partner change requests per year. This indicates that finding the right fit can be challenging. To avoid falling into a cycle of dissatisfaction, take the time to thoroughly vet your new partner, discuss your specific needs, and set clear, realistic expectations from the outset.
By proactively understanding and addressing these common struggles, you can avoid potential disconnects and build a strong, productive relationship with your new NetSuite support partner.
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Convincing the Board for Another NetSuite Vendor Switch: How to Get It Right
If you’ve already persuaded your board to approve a NetSuite implementation, requesting a switch in support partners can feel daunting. However, with the right guidance on changing NetSuite support partners, you can present a compelling case highlighting the switch’s necessity and benefits while addressing potential concerns. Here’s how to approach the situation effectively:
1. Build a Strong Business Case:
To win board approval, present a solid business case that clearly outlines why the switch is essential. Start by identifying specific issues with your current partner, such as slow response times or lack of customization. Conduct a market analysis to compare available options and details because the new vendor, like AlphaBOLD, is the best fit. Address potential risks, provide a clear budget and timeline, and emphasize long-term savings. It’s also helpful to do an ROI analysis to show how the new provider could be more cost-effective than your current one.
2. Demonstrate the Risks of Inaction:
Make the board aware of the dangers of sticking with the status quo, such as increased inefficiencies, decreased employee morale, and potential financial losses. Highlighting these risks underscores the necessity of making a change.
3. Do Your Due Diligence:
Show that you’ve thoroughly explored all options. Summarize the vendors reviewed, explain why some were rejected, and highlight the measurable benefits of your recommended choice, such as improved ROI and increased productivity.
4. Prepare for Objections:
Anticipate common concerns, such as cost, timing, and the burden on staff. Prepare clear rebuttals that emphasize the long-term benefits, the necessity of additional features, and the efficiency of the transition plan. Use case studies to demonstrate the new partner’s success in similar situations.
5. Understand Your Audience:
Tailor your presentation to the interests and concerns of individual board members. Consult your CEO for insights and research their backgrounds to ensure your case addresses their worries.
For more insights and tricks to convince your board members, read C-Level’s ERP Selection Playbook: Win the Board, Maximize ROI.
By following this guidance on changing NetSuite support partners and addressing the board’s concerns directly, you can significantly increase your chances of securing approval for the switch, reassuring them that it’s the best decision for the company’s future.
Looking for Something More Than Just the Basics?
Standard support packages can only take you so far. Your business deserves a partner who can offer more than just basic service—a partner who provides customized solutions that align with your vision.
Request a Support ConsultationWhy Does AlphaBOLD Stand Out from Other Partners?
As you read this blog, you might wonder, “AlphaBOLD is offering all this guidance on changing NetSuite support partners, but what makes it stand out from other NetSuite partners?” The answer is threefold:
- Multi-Platform Service Offering: Unlike many NetSuite partners, including NetSuite itself, AlphaBOLD offers a wide range of services across multiple platforms. This allows us to address challenges you might encounter in your current support plans, especially regarding integrations and customizations beyond NetSuite’s native technology. Our integration process is easier and more effective thanks to our expertise in various technology solutions such as Power BI, CRM, and more. For instance, BOLDSuite Analytics is a prime example of how AlphaBOLD has enhanced NetSuite’s capabilities by integrating it with Power BI, thereby overcoming the limitations of NetSuite’s native data handling.
Further Reading: BOLDSuite Analytics vs. NetSuite Power BI Connector Competitors
- Support Team at Your Disposal: If you’ve been working directly with NetSuite for support or even with a large-scale partner, you might have experienced a lack of personalized service. Training opportunities, proactive issue resolution, and attention to potential future problems might have been lacking. Additionally, if you were dissatisfied with the consultants assigned to you, you likely had little to no flexibility in changing them. In contrast, AlphaBOLD strikes the perfect balance—big enough to provide comprehensive support yet small enough to offer the personalized attention you deserve. We proactively train your team, address unforeseen issues before they escalate, and consistently satisfy you with our service.
- Cost Efficiency: NetSuite ACS and large vendors with packaged support plans provide valuable services, but they may sometimes struggle with delivering the high ROI that businesses expect. Issues like slow response times, frequent changes in team members, and a tendency to push issues back to clients can lead to less-than-optimal outcomes. In contrast, partnering with AlphaBOLD offers greater cost flexibility. Options like pay-as-you-go or bundled managed services can deliver a higher ROI by allowing you to pay only for what you need. Over time, this approach can significantly reduce your total cost of ownership (TCO) by aligning expenses with actual value and measurable outcomes rather than being locked into fixed ACS subscription fees.
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You need more than just a vendor—you need a partner who understands your business and delivers the customized support that drives success. AlphaBOLD is committed to being that partner, offering expertise and solutions aligning with your needs.
Request a Support ConsultationConclusion
Switching NetSuite support partners is not a decision to take lightly, but with the right approach and proper guidance on changing NetSuite support partners, it can be a transformative move for your business. By understanding the signs that it’s time for a change, navigating the potential challenges, and communicating your needs to your board, you can make a switch that enhances your system’s performance, improves ROI, and ultimately drives your business forward.
Don’t hesitate to reach out if you’re ready to explore how AlphaBOLD can meet your specific needs. Let us provide you with guidance on changing NetSuite support partners that will set your business up for long-term success. Request a support consultation today to discuss how we can help you switch smoothly and effectively
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