Oracle NetSuite Corporate Communications
Senior Director, Global Communications
NetSuite Allows International Service Innovator's Partners to Manage Entire Business Cycle and Do Self-Service in One System
SAN MATEO, Calif.—28 September 2006—NetSuite, Inc., the leader in on-demand business software suites, today announced that UP Your Service!® College, founded by internationally acclaimed service and partnership innovator, Ron Kaufman, has implemented NetSuite to help build a global ecosystem with access to all its company, customer and partner business information in real-time. The key to Kaufman's decision was the Web-based, Software-as-a-Service (SaaS) nature of NetSuite, particularly the NetSuite Partner Relationship Management functionality. Because of this functionality it was exponentially faster to set up the growing college's worldwide locations than the alternative stand-alone, server-based software. For more information, please visit www.netsuite.co.uk/ronkaufman
As an internationally renowned innovator, Kaufman founded the UP Your Service! College (www.UpYourService.com) to integrate customer service training and culture-building programs to help organisations improve their customer service. In developing a community of global licenses in different geographies, including partners in China, India, Thailand and many other countries throughout Asia and Europe, Kaufman knew the fast-growing programme needed an integrated business and Partner Relationship Management system to provide its partners with real-time access to the courses and the customer information. More importantly, they needed a fast transaction system. With NetSuite, Ron Kaufman's partners throughout the world now have access to a 24/7 self-service www.UpYourService.com from remote log-in to a centralised system, to email marketing, to allowing their customers to transact business online with UP Your Service — which cannot be done by using any other software package or different software systems.
Increased customer adoption is a global phenomenon for NetSuite. In the US, ViewSonic, a worldwide leader in visual display products, has implemented NetSuite for complete partner relationship management, creating a comprehensive partner portal that allows their thousands of partners 24/7 self-service access leveraging NetSuite's 3rd generation Partner Relationship Management (PRM) and Self-Service portal capabilities. In the UK, industry-leading companies such as Opal Telecom, a wholly owned subsidiary of The Carphone Warehouse Group plc (CPW.L, a UK FTSE 250 company) and key UK resellers embrace NetSuite for partner relationship management, enabling them to do much more than other PRM applications available on the market.
Launched in February 2003, NetSuite's PRM capabilities are in their 3rd generation of product development (in a separate release today, NetSuite announced PRM+.) NetSuite PRM+ includes a new Incentive Management tool for partners which can handle sophisticated multi-level channel sales compensation plans and provide invaluable motivation to partner reps by allowing revenue share visibility. These latest advancements add more power to the only complete on-demand Partner Relationship Management solution that allows an organisation to manage its end-to-end relationships with partners from lead registration to completing the sale and delivering a joint service or product to the end customer.
The cornerstone of NetSuite solutions is the collaborative web of processes for end-to-end business management that it enables. NetSuite's PRM capabilities seamlessly extend those processes to provide a platform for collaboration among the extended enterprise of partner channels. Companies such as Opal Telecom, Nolan Computers and BlueBridge One benefit by leveraging NetSuite's PRM capabilities Because the opportunities are managed directly in the same system as their other sales, marketing, service and finance operations, they get visibility into partner pipelines and forecasts. Redundant day-to-day partner support is eliminated since partners can now access much of what they need to know simply by logging into the self-service portal. Customers can determine the effectiveness of joint marketing campaigns, and set up and run incentive compensation plans with as much complexity and levels as required to align the partner channel with strategic goals for business growth. This provides partners with visibility into their revenue share in real-time as new orders are entered, ensuring a high adoption rate of the partner self-service portal.
And best of all, the company providing this partner access doesn't have to do anything special to enable this self-service portal. There's no complex data to be imported or exported, no tricky XML or Web services to be written. All that's required is using a simple point and click graphical user interface to define what data and application functionality a specific partner has rights to view and edit, and the partners are online leveraging all the advanced sales and order management functions integrated in NetSuite along with joint marketing program management and delivery of customer support and service. Ultimately, it is the companies that "get" this level of collaboration with their partners that will realise competitive advantage in today's market and in the future.
"I didn't want to start building something that would have us still cobbling together the bits and pieces three years from now; I wanted to roll out a system that was already built and proven to be successful in a partner relationship management environment," said Ron Kaufman. "We're in the business of developing courseware and curriculum — not software applications. While our business was unique, we were able to quickly customise NetSuite's PRM capabilities to our needs."
"We're excited to be aligned with someone as well-known and respected internationally as Ron Kaufman," said Dean Stockwell, NetSuite Director, Asia Region. "As his college teaches their clients the most important ways to 'UP' their customer service, NetSuite's real-time access to all their financial, customer and partner information is a wonderful way to help them practice what they preach."
About Ron Kaufman
Ron Kaufman is an internationally acclaimed educator and motivator for service culture and quality customer service. He is author of the bestselling series 'UP Your Service!' and founder of UP Your Service! College. In 1990, Singapore Airlines invited Ron to help create and launch the prestigious Service Quality Centre. The powerful training activities he developed have inspired participants from hundreds of organisations. More than a million people have been motivated by Ron's high-energy speeches and interactive workshops. His repeat clients include government organisations, industry associations and numerous companies in the discerning Fortune 500. Ron has worked with clients in countries around the world. His unique background includes high-impact special events at the Rose Bowl, the Great Wall of China, St. Basil's Cathedral in Moscow and on the Capitol Mall in Washington DC. His unique approaches to leadership and learning have been featured in LIFE Magazine, the New York Times and frequently on TV. A graduate of Brown University, USA, Ron is a member of the International Federation of Professional Speakers. For more information, visit www.RonKaufman.com.