NetSuite is a leading cloud ERP platform, but as businesses grow and become more complex, maintaining an optimal setup requires more than basic support. Many companies turn to NetSuite Advanced Customer Support (ACS) for ongoing assistance, but as real-world experiences reveal, ACS is not always the perfect solution for every business. Understanding the pros and cons of ACS—and exploring alternatives—can help ensure your NetSuite investment delivers maximum value.
What Is NetSuite ACS?
NetSuite Advanced Customer Support (ACS) is a premium support package designed to provide proactive, ongoing system management. ACS goes beyond standard customer support by offering strategic guidance to optimize your NetSuite environment, implement advanced configurations, and ensure smooth operations. While ACS is positioned as a comprehensive support solution, many users report mixed experiences. The level of expertise provided by ACS can vary significantly depending on the team assigned to your business, leading some companies to seek alternative support options.
ACS: What It Promises
NetSuite ACS offers several key benefits, including:
- Ongoing system optimization to improve performance and efficiency.
- Customization and integration support, tailored to industry needs.
- Proactive monitoring and troubleshooting, aimed at preventing issues before they impact operations.
However, despite these promises, some users have found that the service can be hit or miss. ACS teams may consist of relatively inexperienced consultants, and businesses often feel that they are not getting the tailored attention they expected.
Real-World Experiences with ACS
Many users on forums and discussion boards share experiences with NetSuite ACS, and the feedback is often polarized. Some companies report success, particularly when their internal teams already have a clear understanding of what they need from NetSuite. Others, however, express frustration with ACS’s performance, citing issues with communication, the quality of consultants, and an inability to drive meaningful improvements in their NetSuite setup.
One user recounted that after implementing NetSuite, they turned to ACS for help with performance issues, customizations, and workflow optimizations. Unfortunately, ACS fell short of expectations, leaving them to rely on internal staff or third-party consultants. In another case, a company in the food and beverage industry struggled with ACS’s ability to understand their manufacturing processes and specific needs. The consultant provided by ACS failed to deliver the expected results, and the company was left feeling that they were not getting the expert support they had signed up for.
These stories highlight a common theme: while ACS provides access to experts, the consistency and effectiveness of those experts can vary widely. For companies with highly specific needs or industries that require specialized knowledge, this can lead to dissatisfaction and wasted resources.
Challenges with NetSuite ACS
Several pain points often arise for businesses considering or already using ACS:
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Inconsistent expertise: Depending on the team assigned, ACS may not provide consultants with the industry-specific knowledge you need.
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Lack of proactivity: Some users report that rather than proactively identifying and solving issues, ACS teams wait for client instructions, reducing the value of the service.
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Cost vs. value: Given the premium pricing of ACS, many businesses feel they aren’t receiving the level of personalized attention required to justify the cost.
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Service structure: Companies often find that the structure of ACS—where support hours are consumed by administrative tasks such as project organization—leaves little room for actual problem-solving and troubleshooting.
Alternatives to NetSuite ACS
Given these challenges, many companies are looking for third-party support alternatives to ACS. Third-party providers offer a range of services, from fully managed support to one-time system health checks, and may provide more tailored, flexible solutions than ACS. Here are some key alternatives:
1. Third-Party NetSuite Consultants
Third-party consultants offer an alternative to ACS by providing specialized expertise for specific industries and business needs. Companies often find that these consultants are better suited for complex customizations, process improvements, and system optimizations. One advantage is the ability to select a consultant or firm that has deep experience in your industry, whether it's manufacturing, food and beverage, retail, or e-commerce.
However, businesses should be cautious when selecting a consultant. Some users report that while third-party consultants can follow instructions well, they struggle when asked to provide strategic guidance or identify system weaknesses on their own. The key to success here is vetting potential partners thoroughly—seeking referrals, checking client testimonials, and ensuring that the firm has experience not just with NetSuite but also with your specific business model.
2. Kimberlite Partners' DiamondCare: A More Personalized ACS Alternative
For companies seeking a comprehensive NetSuite support solution that goes beyond ACS, Kimberlite Partners offers DiamondCare—a customized support service that rivals the premium offerings of ACS. DiamondCare focuses on delivering strategic, ongoing support that adapts to the unique needs of your business. Unlike ACS, where you may be assigned an inexperienced consultant, DiamondCare ensures that your account is handled by senior-level experts who are deeply familiar with NetSuite best practices.
DiamondCare includes:
- Proactive system health checks to identify underperforming areas of your system.
- Customized support plans based on your business processes and goals.
- Ongoing optimization of custom workflows, integrations, and modules to ensure peak performance.
- Dedicated point of contact: A senior account manager coordinates all support efforts, ensuring consistency and eliminating the "ticket shuffle" that ACS users often experience.
3. Hiring an Internal NetSuite Administrator
Another option for businesses is to hire an in-house NetSuite administrator. While this approach requires a larger upfront investment in salary and benefits, it can provide significant long-term savings and give your company a dedicated resource for managing and optimizing your NetSuite platform. An internal administrator can handle tasks ranging from basic troubleshooting to complex customizations, all while gaining a deeper understanding of your company’s operations than an external consultant might.
4. Outsourcing to Offshore Experts
Some businesses turn to offshore talent for cost-effective NetSuite support. For example, hiring former NetSuite employees or consultants from regions like the Philippines offers a middle ground between ACS and third-party consultants. This option is particularly useful for companies looking to reduce costs while still accessing skilled NetSuite professionals for technical support, scripting, or custom configurations. The challenge, however, is ensuring that the offshore team has experience with your specific industry and business needs.
Making the Right Choice: Key Considerations for Selecting a Support Solution
When evaluating whether to stick with ACS, use third-party support, or explore alternatives like DiamondCare, it's essential to consider the following factors:
- Industry expertise: Does the support team have experience in your industry, such as food and beverage, manufacturing, or retail?
- Proactivity: Will the support provider take a proactive approach to system management, or will they simply respond to requests?
- Customization: Does the support solution offer tailored recommendations and optimizations for your specific business processes?
- Cost: Are the benefits of the service worth the investment, and does the support provider offer flexible pricing options based on your needs?
- Ongoing relationship: Can the provider build a long-term, in-depth understanding of your NetSuite system to ensure continuous improvement?
Conclusion: Finding the Right Support for Your Business
While NetSuite ACS offers many valuable services, it is not the only option available for businesses looking to maximize the performance of their NetSuite system. Alternatives like third-party consultants, DiamondCare by Kimberlite Partners, and in-house administrators provide different levels of expertise, customization, and flexibility. By carefully evaluating your specific needs and the strengths of each option, you can find the right support solution to ensure that your NetSuite platform continues to drive success for your business.
If you're ready to explore tailored support solutions that can optimize your NetSuite system for long-term growth, contact Kimberlite Partners today to learn how DiamondCare can deliver the personalized service your business needs.
