First On-Demand Client Relationship Management Application to Offer Features Targeting Services Companies
Customer-Centric vs. Opportunity-Centric CRM Has Big Implications for Services-based Businesses
SAN MATEO, Calif.—March 3, 2005—NetSuite, Inc. today launched NetCRM-Services Edition. Designed to meet the specific needs of services-based businesses, NetCRM-Services Edition offers features that cannot be found in any other stand-alone, on-demand CRM application. These service-specific features consist of service item management, project/job tracking, client self-service center, advanced activity and time tracking, and document management, in addition to traditional CRM functionality including marketing campaign management, client support and opportunity management. In conjunction with NetCRM's advanced Customisation capabilities, NetCRM-Services Edition gives service companies the flexibility and power to cater the feature-rich application to meet their exact needs. Finally, when deployed as part of the complete NetSuite ERP/CRM solution, services-based businesses can go from proposal to invoice in a single integrated solution. For more information on NetCRM-Services Edition, please visit www.netcrm.com/services.
In addressing the needs of services-based businesses, one of the failings of traditional stand-alone on-demand CRM software applications is that they are designed around managing sales opportunities, rather than long-standing client engagements. For example, attaching on-going jobs to an "opportunity record" doesn't make a lot of sense. Client engagements for services-based businesses do not end with the closing of the opportunity, but rather are just beginning since they must then deliver their services, tracking the project through activity and time management with various service-delivery personnel involved.
NetCRM-Services Edition addresses what is lacking in existing on-demand CRM applications and adds many critical tools needed for sustained, project/job-centric client management. First, NetCRM builds all data around a client record, which is in direct contrast to traditional CRM systems that are much more deal-focused or opportunity-focused. This enables on-going projects and new projects to be tracked as part of the on-going client relationship. Secondly, NetCRM-Services Edition adds features that are specific to the needs of services companies such as job/project tracking, and advanced activity time tracking, which is not offered by other CRM packages. NetCRM-Services Edition also adds new dashboards for service personnel with Key Performance Indicators and Report Snapshots specific to them.
NetCRM-Services Edition is also easy to customise to the industry functionality of vertical markets such as financial services, consulting services or legal services. And when used as a part of the complete NetSuite ERP/CRM solution, NetCRM Services Edition becomes even more powerful. Managing the multiple aspects of a project, from time tracking to employee specific billing rates to contract billing schedules through revenue recognition and even expense reports for project teams, NetSuite is the ideal solution for services companies.
"NetCRM is the first on-demand solution to address the needs of two-thirds of businesses in the U.S. economy: service companies," says Zach Nelson, CEO of NetSuite. "By aligning resources seamlessly around client needs, NetCRM helps companies go from lip service to true client service. NetCRM gives service companies new tools so they know more and sell more to their clients."
"We're in the business of serving our clients, and we've learned from experience that having their information available to us in real-time is the best way to serve them," said Patrick Arnold, VP of Marketing for San Jose-based Filice Insurance (www.filice.com). "NetCRM has saved us over $200,000 as we have better coordinated the sales team's activities and evaluated on a moment-by-moment basis the telemarketers and entire sales cycle. Now with the new advanced ability to better manage service delivery and projects we expect to grow our business even more."
In Forrester Research's just-released study entitled "TechRankings™: Hosted Sales Force Automation (SFA)." NetSuite outscored the competition in the major "Sales Management" category, beating its competitors including salesforce.com and Siebel in some of the most important functional areas of SFA including Forecasting, Opportunity Management, Activity Management, Dashboards, Document Management, and Pricing & Products. In addition to these award-winning capabilities, NetCRM-Services Edition adds services-specific features companies could only dream of before, allowing them to excel in client service:
Pricing and Availability
NetCRM-Services Edition is available now and is offered at $79 per user per month