The user guide is written for the role (SC) Sales Rep.

The process for a new sale usually starts with the lead stage. In this stage the sales rep has little information regarding the company and company needs. The definition for a Lead in NetSuite is that there is no transaction of any type created for that company.

There are different ways to create leads, for example by csv or D&B Integration. In this user guide we go through the process by creating a lead manually.

1. Create a new Lead

• Navigate to Accounts -> Leads

• Fill in the primary information for the lead

• Navigate to the Address subtab and type in the default shipping and billing address.

• Save, the lead should now be found in the leads board on your dashboard.

2. Create a new Contact

• Find and open the company that the contact belongs to, either from the list of companies or via global search

• Click on the Relationships subtab and further down to the contact subtab and click new

• Fill in the primary information regarding the contact.

• Click on the address subtab, make sure to add the default shipping and billing address for the contact. If the contact should have the same addresses as the company, just make sure it has been sourced correctly.

• Save, now the contact should be listed under the contacts for the company.

3. Create a Sub-Customer

For companies that are part of a hierarcy (parent child) you can link those together in the correct order via the partner field. Start by creating the top entity (follow the same steps as for “Create a new Lead”).

Proceed to create the sub-customer by following the same steps as for “Create a new Lead”. For this entity fill in the field “Parent Company”, choose the top level entity. Upon saving the two entities are linked in a hierarchy.

4. Create a CRM activity

Schedule activities in order to track your efforts and not miss important steps in your sales process. By creating activities you can maintain a good customer relation and take further actions based on historical tasks.

• Find and open the entity you want to link the activity to, in this case the lead or the contact.

• Click on the communication subtab and then the activities subtab.

• Depending on the activity type you want to create, click on the correct button. For example “New Phone Call”.

• A new form will open for the activity type you chose, fill in the details for the activity and click save.

• The activity can be found in the entity record under the same subtabs as step 2. They can also be found under the center tab “To Do” on your dashboard. When the activityis completed you can edit and type in details and change the status to completed.

During the sales process the sales rep will have a dialogue with the contact person to create a sale. The next step before reaching a deal would be to create a sales opportunity. The opportunity will indicate for the sales team that a potential sale exist but it is still in the early stages (before estimate/order).

During this step sales rep will retrieve information regarding customer needs, timing, budget and other important details in order to finalize an offer. As soon as the opportunity is created, the lead will now be converted to a Prospect and will be removed from the Lead Board.

1. Create an opportunity

• Find and open the lead that you want to create the opportunity for.

• Navigate to the Sales subtab.

• Find the subtab opportunities and click “New Opportunity”

• Fill in all the details and save the opportunity. Important fields should be the status since it controls the weighted amount, projected total and estimated close date.

• ·   Use the qualification checkboxes to indicate where you are in the process and make sure to follow the steps (not mandatory but recommended).

• ·   In the items subtab you don’t need to fill in specific items, this is mandatory on estimates. If you want you can add those to the opportunity also and they will be inherited when you convert to an estimate.

• ·   The opportunity will be updated during the sales process. After the first save the opportunity will be shown under the Pipeline dashboard.

• The entity have been converted to stage prospect from lead automatically

2. Transform opportunity to estimate or Estimate

·   Open the opportunity record

·   On the top you will find a document symbol with a plus sign. Hover over the symbol to see the quick actions.

·   Deopending on the transaction type you want to create, click on the correct value. In this case “Estimate”.

·   A new Estimate transaction form will open in edit mode

·   Fill in additional information regarding the estimate before you save.

·   In this step the items are mandatory, make sure to add the corrects items, quantities and amounts for your estimate and save. Upon saving the transaction the opportunity will no longer we visible in the pipeline board. The estimate will be shown under the column “Proposal”. 

3. Preview estimate printout and send via email

• Open the estimate record in view mode.

• On the top you will find the printer symbol, click on it

• A pdf document with estimate details will open

• To email the document go back to the estimate

• Click on the Communication subtab

• Click Email, a pop up will open. Make sure the correct recipient is added or change if necessary.

• In the pop up, click on the message tab and type your message. Use a template if you have one prepared.

• Click on the attachments tab, make sure “include attachments” is checked and choose type PDF.

• Click on merge and send. The email will be found under communication tab on the transaction. If the customer responds the response will be linked to the transaction.

4. Transform Estimate to Sales Order

• Open the estimate record in view mode.

• On the estimate you will see the button “Sales Order”, click on it.

• A new form will open in edit mode for the creation of a sales order.

• Review the form and fill in additional information if needed.

• Note that two aditional fields are available for the sales order, Information to Finance and Information to Warehouse. If you need to send any details to those department regarding this sale, add this here. 

• Save the sales order when ready

• In the Pipeline board the sales order will be moved to the column Closed Won automatically. 

• The entity have been converted to stage customer from prospect automatically

5. Preview the sales order printout and send to customer

• Open the sales order record in view mode.

• On the top you will find the printer symbol, click on it

• A pdf document with sales order details will open

• To email the document go back to the sales order

• Click on the Communication subtab

• Click Email, a pop up will open. Make sure the correct recipient is added or change if necessary.

• In the pop up, click on the message tab and type your message. Use a template if you have one prepared.

• Click on the attachments tab, make sure “include attachments” is checked and choose type PDF.

• Click on merge and send. The email will be found under communication tab on the transaction. If the customer responds the response will be linked to the transaction.

When a sales order has been created it will have change status to either pending fullfillment or pending billing. The status depends on the items that are sold. If inventoty items are part of the order they need to be fulfilled from the warehouse to the customer. 

After the fulfillments are completed an Invoice needs to be created from finance before the order is completed. 

All sales orders can be tracked under the center tab "Delivery & Service" dashboard. It is recomended to review that dashboard in order to be updated in the whole process.

Under the same dashboard you can get updates if your customers registered any support cases. You have the option to review those and make sure that they are handled by the support team in order to have optimal customer satisfaction. 

Marketing initiatives can be a great boost for further sales opportunities. Since sales reps are in constant dialouge with leads and customers they many times poses great ideas for new marketing campaigns. 

Use the marketing request portlet to send in any marketing idea to marketing department.

1. Send marketing request to marketing department

• Navigate to the Leads dashboard

• Find the Quick Add portlet called "New Marketing Request"

• Type in the request details in the fields available. 

• If you have a specific target group intended for the marketing request, create a group first and add it in the field "Group".

• When ready, click Save

• After saving, the marketing request will apear in the dashboard of the marketing manager for review and feedback.

2. Track your marketing request

• Navigate to the Leads dashboard

• Find the portlet called Ongoing/Planned marketing campaigns

• If marketing proceeded with your request, a marketing campaign will be shown in this list.

In order to maintain an updated pipeline it is important to use the status fields for both entities and transactions. This will ensure that you have the correct KPI:s of your pipeline and focus on the correct leads. It also ensures that target groups in marketing campaigns contain correct receipients with higher rate for sales.

Below are some tips of how you can ensure an accurate pipeline.

1. Lead maintenance

• If a lead is not interested and does not want further marketing emails, set the status to Inactivated.

• All leads in status inactivated can later on be deleted from the register.

• If a lead shows interest but not at the this period of time, change the status to Subscriber. 

• All leads in Subscriber can be part of a dynamic group and used ase target groups for marketing campaigns.

• Schedule future tasks for your leads that are marked as subscibers to not loose contact. Create a task or phone call from the lead and schedule it with a future date. The activities will apear in the "To Do" dashboard when the time comes.

2. Pipeline maintanance

• Make sure to keep your pipeline board updated by using the correct statuses on your transactions. The transactions will affect the KPI:s of your board and might show inacurate information if the transactions are left in the woring status.

• If lead does not wan't to proceed with the opportunity or estimate, change the status to closed lost. 

• If estimates are passed due, contact your lead and see if they still are interested. If yes, change the due date. If no, make sure to set the transaction to closed.

• If the transactions has proceeded in the process, change the status to the next step. This will change the probability and the weighted amount will be recalculated.

With CRM accelerate you get assistance to keep track of your activity level with your existing customers. By monitoring the last sales activity field on a customer record you know when it is time to contact them again. By keeping contact with customers on a regular basis you will have a higher probability of upsales and customer satisfaction.

The last sales activity tracks all tasks/meeting and phone calls created in NetSuite per customer. It will you show you the latest record created.

Under the center tab "Accounts" you will find the portlet called "My Accounts". The list of accounts shown are the ones where you are set as sales rep.

By using different colors and color descriptions you can easily find customers in different intervalls based on latest activity.

To maintaine a customer contact make sure to to de following:

• Review the accounts with oldest last sales activity

• Open them from the list

• Navigate to the communication subtab

• Schedule a phone call and reach out

• The accounts that you have worked with will get updated with a new last sales activity date.

The user guide is written for the role (SC) Sales Manager.

Budget

Setup a Budget

https://sites.google.com/view/crm-budgets-for-netsuite/ 

Setup a Budget Type

https://sites.google.com/view/crm-budgets-for-netsuite/budgets/new-budget/new-budget-type-record 

The user guide is written for the role (SC) Marketing Manager.

Marketing campaigns directed to specific receipients starts with the creation of target groups. The target groups can consist of different entity types, for example leads, prospects, Customers, Contacts, Employees etc.

In this documentation we will cover the user guides based on the target groups as leads.

Lead generation can be done with different methods suchs as manually created, csv import or integration. When planning a bigger campaign it will be usefull to use the csv import feature in NetSuite.

1. Create a lead csv file

• Start by reviewing the fields necessary for a lead in Netsuite

• All fields should be added as separate columns

• If fields are of type list, make sure to use the exact spelling as in NetSuite

• Since this is the Lead stage the csv columns can be kept to a minimum, ex name, email, status, subsidiary. If the leads show interest after the marketing  campaign they will be updated by the sales team.

• Set the status for the leads to Marketing Qualified

2. Create a csv template in NetSuite

• Navigate to Lead Generation -> CSV Import -> CSV Import

• In the field Import type, choose Relationships

• In the field Record Type, choose Leads Only

• In the field Character Encoding, choose Unicode (UTF8)

• In the field CSV Column Delimiter, choose according to your csv file (comma or semicolon)

• Upload your file by clicking "Select" for One file to Upload

• Click Next in the bottom of the screen to come to Import Options

• For Import Options, select Add

• Click Next in the bottom of the screen to come to Field Mapping

• Mapp the fields from the left (your file) to the correct field from the right (NetSuite fields)

• Click Next in the bottom of the screen to come to Save and Import

• Type a name for your template, for example Lead Generation

• Choose if you want to just save or save and run directly

• After the run is complete, review the csv job status link to see the result of imported leads.

• If no errors occurred the leads should be shown in the Lead Board.

By creating groups you can bundle entities based on specific criterias and use for bulk email or for marketing campaigns. The groups will be used as target groups for your outgoing emails.

Groups can be based on the entity types Customer, Contact, Vendor, Partner or Employee. 

There are two different types of groups that can be creates, Static or Dynamic. 

Static Groups

A static group has all members added manually by the creator. This means that you add the desired members, for example Company A and Company B.
The members of a static group can only be updated manually.

Dynamic Groups

A dynamic groups has all members added based on a saved search. The saved search is a set of criterias that checks and retrieves result if the criterias ar met. For example all companies with zip code Stockholm.

When this group is used as a target it will check for all companies that meet the ciretiera of the saved search in that instant meening that the members of the group change dynamicly.

To create a dynamic group you need to first create a saved search based on the entity type you wish to target, for example Customers or Contacts. 

Knowledge of creating saved searches is therefore a prerequisite in order to work with dynamic groups.

Learn more about Saved Searches in NetSuite Help: 

• Saved Searches: https://9224838-sb1.app.netsuite.com/app/help/helpcenter.nl?fid=chapter_n675442.html 

• Defining a Saved Search: https://9224838-sb1.app.netsuite.com/app/help/helpcenter.nl?fid=section_n676039.html 

• Search Guide: https://9224838-sb1.app.netsuite.com/help/helpcenter/shared_resources/PDF/Search.pdf 

Create a static group

• Navigate to Campaign Management -> Marketing Campaigns -> Groups -> New

• Choose Static in the radiobutton

• Select the type of entity for the groups, example Customer

• Click Continue

• Enter a name for your Group, example "Top 5 Customers"

• Use the restriction fields if you want the group not to be accessible by all users.