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NetSuite Support Services for Family-Owned Retail Company

Client: Family-Owned Retail Company

Requirement: NetSuite Support Services

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Business Situation:

The client is a family-owned retail company based out of Rochester, NY. The client has been in the collection protection business since 1976 and is a top choice of collectors for storage, display, and shipping products for their collectibles. Originally utilizing a mail-order catalog that was sent to customers around the country, the Client has embraced the technology and efficiencies afforded by the internet to better reach its customers and continue to ship products in a timely fashion.

The client had been using NetSuite for two and a half years and was approaching their renewal period and contemplating adding NetSuite’s Advance Customer Services (“ACS”). The client’s NetSuite system already included Manufacturing Cloud Service, NetSuite Premium eCommerce, and Logistics Support Connectors and had 14 general access users.

Before renewing, the client’s management team decided to look at other options for support including switching to a local company with advanced knowledge of NetSuite. In the past, the client had been unhappy with NetSuite’s support services citing slow response times and ineffective solutions.

The client was looking to engage a trusted Partner who can provide the aforementioned services and also have access to advanced finance & accounting services when needed.


ProNexus Solution:

ProNexus was engaged by the client to provide NetSuite support services and have access to advanced finance & accounting services when needed.

ProNexus provided NetSuite Support Services in the following functional areas:

  • Reporting & Dashboards
  • General ERP system troubleshooting
  • ERP system workflow optimization
  • Potential Integrations with other programs

In order to start the engagement, ProNexus worked with the client to help prioritize NetSuite fixes and optimization projects. By assessing the importance of each project, ProNexus was able to provide an immediate impact on the client’s use of the system as it was intended during the implementation.

Since ProNexus’ involvement, we fast-tracked the implementation of the new solutions and provided the client’s staff with more efficient use of the ERP system. From there, ProNexus executed the work to meet the client’s requirements and provided additional training.

Click here for more information on ProNexus’ NetSuite Services

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