What's New? NetSuite CRM Updates

The release date for NetSuite’s Version 2014 Release 1 is quickly approaching, and we can’t wait to use all of the great new features!  Last week we shared just a few of the planned updates to the ERP (Enterprise Resource Planning) module and we are following up this week with a little peek into the CRM (Customer Relationship Management) enhancements. Take a look at what’s in store for NetSuite CRM users:

Improved Duplicate Records Detection and Management

One of the unintended side effects of business growth is an increase in duplicate records resulting from both customer interactions and vast amount of information being collected across channels. To help you maintain an accurate 360-degree view of the customer, NetSuite Version 2014 Release 1 will now expose additional fields from customer, vendor, partner and contact records when creating and managing duplicate detection rules.

Using the same setup menu available in previous releases, duplicate detection criteria can now be defined to query first, middle and last names, alternate email addresses and phone numbers, URLs, home and mobile phone numbers and more. Additionally, the user interface has been updated to allow customization of displayed information from duplicate records so that a user can have better visibility into which records are duplicates and which are not. As a result, marketing managers, sales representatives and administrators will be able to strengthen detection rules for a more accurate cleanup of duplicate records. Preserve the integrity and high quality of your customer data with this improved capability to identify and manage duplicate records.

Support for Bounced Email Address Resolution

Online marketing is essential to business success, but email campaigns are only as effective as the quality of email addresses for your outbound communications and promotions. When using large email lists that include invalid email addresses, it can be extremely time-consuming and tedious to maintain a clean and active list of contacts.

With NetSuite Version 2014 Release 1, marketing managers will be able to perform email list clean-up tasks much more efficiently. Marketing managers can now automatically unsubscribe entities with invalid email addresses or correct them with the proper address so that future campaigns don’t target non-existent or non-functioning email addresses. Using pre-built mass update capabilities already in your system, managers can automate unsubscriptions for all invalid email addresses on a scheduled basis, as opposed to exerting significant time and resources to identify and rectify addresses one at a time.

As a result, email marketing campaigns will see a lower bounce rate and a better delivery rate, while minimizing emails tagged as spam. Maintain quality contact data more efficiently on an ongoing basis to uphold your reliable 360-degree view of your customers.

Improved Support Case Configuration

As your customers grow their businesses with new lines of businesses, channels or subsidiaries, your customer support center may find it difficult to provide consistent and high-quality customer care across a customer’s increasingly complex organization. To ensure efficient and effective customer support, communications with different customer business units often require separate messaging profiles that are applicable to individual subsets of people. Companies that rely on shared services to support different lines of business often face this situation.

With NetSuite Version 2014 Release 1, we are pleased to introduce new support case configuration capabilities that will help drive support center efficiency. Support representatives will now be able to define a set of configuration profiles for support cases and assign them to individual support case records that they serve. Configuration profiles can include dedicated email capture addresses and a set of email templates with sender addresses predefined for outbound communication. For example, if your organization operates two webstores and each of them has its own dedicated and branded technical support, separate case profiles can be created for each webstore and subsequently applied to all newly created support cases.

As a result, outbound communications will have a webstore-specific, customer-centric look and feel with greater context, and provide your support team with confidence that the right message is being delivered consistently to the right parties. Continue to maintain and build strong and lasting relationships with your customers, especially as they grow, while keeping the cost of care at a manageable level.

You can take a look at the rest of the CRM enhancements by visiting NetSuite’s CRM sneak peek page here.  What are you most looking forward to in the new release? We love to hear from our readers, so please leave your thoughts in a comment below!