NetSuite, despite what its Sales team will claim, actually has a very weak ERP training and customer support program. We realized it when to our support team started receiving more and more requests for NetSuite Support. These calls are not being directed to NetSuite Support, but to the NetSuite partners. Of course, many of these were our own clients and we were assumed that they just preferred talking to us. To our surprise, however, some of these users were not our clients and they were looking for training as NetSuite was not offering ongoing training (only on-boarding).
With the rising number of NetSuite support cases we were receiving, we started to feel more and more uncomfortable recommending NetSuite to our clients. NetSuite was only interested in being a technical solution, not a complete offering from Systems/functions to Training & Support.
The selection of a new ERP system can be one of the best steps you will ever take in improving your company’s productivity and performance, but the ultimate performance of the system is reliant on the training and support provided by the vendor/partner. Any deficiencies in the product, training, or support will be reflected in the final product.
At TMC, Customer Care is our primary concern. Our customers are assigned a Client Account Manager and a Project Manager to ensure that all of their needs are met quickly and efficiently through outstanding support and structured training programs. Our Solutions Architect is available to plan and prepare for the next steps with your system, and with your business.
Our application consultants work with our existing clients by conducting research meetings, documenting system and process requirements, providing live product demonstrations and monthly webinars, and by identifying solutions to your ongoing business requirements.