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The Top 10 CRM Software Systems in Southeast Asia—NetSuite CRM+

 

An Independent Review of NetSuite CRM Software in Southeast Asia

Netsuite is a global Enterprise Resource Planning (ERP) and CRM software application manufacturer based in the U.S. The company's products include NetSuite, NetSuite OneWorld and NetSuite CRM+, and all are solely delivered using the Software as a Service (SaaS) or cloud model.

Founded in 1998 and now listed on the NYSE (N), NetSuite's target market has shifted significantly from small businesses to middle market companies and divisions of larger, enterprise companies—often in a Tier II strategy whereby the company headquarters operates a traditional Tier I ERP system such as Oracle, SAP or Infor while the company's divisions or geographically dispersed business units operate a more manageable ERP and CRM system.

CRM Software Suite

The NetSuite CRM+ suite includes the traditional CRM pillars of sales, marketing and service, as well as extended business software feature sets for sales order processing, incentive management, project tracking and partner relationship management (PRM). NetSuite's CRM+ can be procured as a standalone front office suite or as part of NetSuite's integrated e-commerce, accounting and ERP software solution.

Back office integration contributes to one of the most cited objectives for Customer Relationship Management—a 360 degree view of the customer relationship. When CRM software is integrated with ERP, the sales team's view of the customer relationship grows significantly to include customer payment terms, credit limits, available credit, outstanding receivables, purchase history as well as visibility to detailed transactions such as sales orders, invoices, returns, credits and payments.

NetSuite offers very strong order to cash process support within the context of the CRM system. Sale opportunities can be converted to quotes, which can then be converted into sale orders. Back office staff may then convert sale orders to invoices. The entire process is relatively seamless, automated and gives the sales person complete visibility throughout the order fulfillment cycle so that he or she can close deals, set customer expectations, or take action to avoid disappointing customers. Customer purchase history can be mined in order to provide relevant up-sell and cross-sell promotions.

Mobility is supported on the BlackBerry, iOS (iPhone and iPad) and Windows platforms. Android support can be obtained from a NetSuite SuiteCloud partner for an additional fee.

The NetSuite product is designed to support global companies with international capabilities such as multi-currency management, flexible consolidations processing and support for seventeen languages including English (International), English (U.S.), Chinese (Traditional), Chinese (Simplified), Danish, French, German, Italian, Japanese, Korean, Portuguese (Brazilian), Russian, Spanish, Swedish, Thai, Dutch, and Canadian French. Unfortunately, for South East Asia, other than English, no other regional business languages are supported.

Netsuite CRM+ subscription pricing begins at US$129.00 per user per month. Subscription pricing may increase based upon the scope of CRM software selected. Cloud CRM subscriptions are sold in annual increments. Maintenance and support is included in the subscription fee.

Southeast Asia Support

NetSuite's Asia regional headquarters is in Singapore. In early 2007 NetSuite moved the majority of the company's customer support services to Makati City, Manila, in the Philippines. NetSuite later released OneWorld PH in 2010, a localized financial and ERP suite for the Philippine market.

The company manages a business partner network, largely made up of Value Added Resellers (VARs), throughout Southeast Asia, however, the largest concentration of NetSuite partners are located in Indonesia, Malaysia, Thailand, and the Philippines. Several partners such as GlobalOne and Pan Pacific Computer Center span multiple countries throughout Asia.

Looking down under in the Australia New Zealand market, NetSuite is distributed as "MYOB NetSuite" (aka MYOB OnDemand) through MYOBs (ASX: MYO) strong distribution network. The partnership effectively makes NetSuite a middle market solution for MYOB. The 2005 arrangement also originally included partner Net Return as a distributor, however, that partner was subsequently removed and its 30 to 50 resellers were redirected to NetSuite in 2009.

MYOB OnDemand is the exclusive distributor of the NetSuite on-demand ERP, CRM and eCommerce solutions in Australia and New Zealand. According to GfKGroup, MYOB accounts for 67 percent of the back-office software market in Australia. The localised product supports BAS (Business Activity Statement), Australia tax code list and GST. NetSuite is also one of the few SaaS CRM application providers to host its business applications locally from an Australian data center.

Since 2009, NetSuite has had a strategic technology alliance with JCurve, a company based in Australia. According to Johnny Jones, V.P,, International Sales at NetSuite "while it (Netsuite) is focused on mid-size businesses and divisions of large companies, it recognised that small, fast-growing businesses need the kind of functionality that is only available from an Internet-based, integrated business management software suite."

CRM Software Cloud Delivery

NetSuite is only available in the cloud or software as a service (SaaS) deployment model. There is no option for on-premises or private cloud operation. NetSuite also does not operate on public clouds (such as Amazon EC2, Microsoft Azure, Rackspace and others) and may only reside on the NetSuite cloud.

NetSuite's service level agreement (SLA) guarantees 95.5% uptime, excluding scheduled service windows. The company has historically averaged about 99.97% actual uptime. NetSuite's data center operations have received SAS70 Type II audit attestation as well as PCI and EU Safe Harbor certifications.

NetSuite does not operate a data center in Southeast Asia, and companies in Southeast Asia using NetSuite are interacting with a data center in the San Francisco Bay area. Therefore, online performance throughout Asia may suffer due to latency, hops, jitter and packet loss.

NetSuite Strengths

  • Netsuite offers a single, enterprise wide, integrated business system designed for global companies.
  • NetSuite is a recognized leader in integrated ERP and CRM software delivered in the cloud.
  • NetSuite has strong resources throughout Southeast Asia and regularly engages in local promotional events.

NetSuite Weaknesses

  • Except for English, no other Southeast Asia languages are supported in the CRM software.
  • NetSuite lags in social media and social CRM, but Netsuite CRM+ does offer integration with Yammer and Qontext using its SuiteSocial platform.
  • NetSuite is known to have a much stronger ERP software product than CRM software product.
  • The SuiteCloud Developer Network (SDN), which is a program designed for developers to build specialized and complimentary solutions for the NetSuite platform, is not gaining the same level of participation in Southeast Asia as it is in the U.S. and Europe.
  • At a starting price of US$129 per user per month, the product may be too costly for most SMEs in the Southeast Asia region.
  • NetSuite does not operate active/active, redundant data centers. This may put cloud delivery at risk.

Short List NetSuite Software When:

  • You are a middle market or larger company seeking a CRM software system with tightly integrated ERP or accounting software.
  • You want a CRM system with an integrated e-commerce application.
  • You are a large organization with multiple business units or regional operating units looking for a tier 2 cloud system. NetSuite's OneWorld provides subsidiary organizations with a cloud alternative to the parent company's SAP Business Suite, Oracle or legacy system.
  • You want a cloud ERP and/or CRM system with local support resources throughout Southeast Asia.

Consider Alternative CRM Software When:

  • You seek a best of breed Customer Relationship Management software solution.
  • You require more extensive feature sets or enterprise CRM functionality.
  • You want a CRM system that also supports social CRM capabilities.
  • You want to deploy your CRM system on-premise or in a private cloud.

Next—Oracle CRM in Asia Review >>

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