NetSuite Customer Care

Strategic's NetSuite Customer Care plans provide ongoing support and optimization services designed to keep your NetSuite environment running at peak performance long after go-live. Each plan includes dedicated support and enhancements, proactive account management, an annual system health check, release impact analysis, an annual performance review, an annual business process review, and a role audit. Rather than a transactional break-fix model, our Customer Care plans function as a long-term partnership that ensures your NetSuite investment continues to align with your evolving business needs.

In-house ERP support gives you staff who know your business deeply, but comes with significant overhead: salaries, benefits, ongoing training, and limited coverage outside business hours. Outsourced NetSuite managed services, like Strategic's Customer Care plans, provide access to a team of certified NetSuite specialists at a predictable cost without the burden of recruiting and retaining niche ERP talent internally. For most mid-market manufacturers and distributors, outsourced managed services deliver broader expertise, faster issue resolution, and more consistent system performance than a small in-house team can sustain alone.

Yes. Strategic provides around-the-clock NetSuite support through our Customer Care plans, ensuring your team has access to certified experts whenever issues arise, including nights, weekends, and holidays. This is especially critical for manufacturers and distributors operating across multiple shifts or time zones, where ERP downtime during peak production hours can directly impact revenue and customer commitments. Our support model is built around minimizing disruption and resolving issues quickly, regardless of when they occur.

Strategic's NetSuite Annual Health Check is a structured review of your system's technical performance, configuration, and functional alignment with your business processes. It covers key areas including system performance and response times, custom script and workflow efficiency, data integrity and master data quality, security settings and user role configurations, integration health, and overall alignment between how NetSuite is configured and how your business actually operates today. The goal is to surface inefficiencies, outdated customizations, and optimization opportunities before they become larger problems and to provide a clear roadmap for continuous improvement.

Oracle's native NetSuite support is designed to address platform-level issues and bugs, but it doesn't account for how your specific business processes, customizations, or integrations are configured. Strategic's Customer Care plans go beyond break-fix coverage to provide proactive, business-aware support from consultants who understand your implementation in depth. This means faster resolution times for issues tied to your unique configuration, strategic guidance during NetSuite releases and updates, and a dedicated team invested in maximizing the long-term value of your system.

Oracle NetSuite releases updates multiple times per year, and each release has the potential to affect custom workflows, scripts, integrations, and business processes. Strategic's Release Impact Analysis is a proactive review conducted ahead of each update to assess how new features or changes may affect your specific NetSuite environment. We identify potential disruptions, test impacted areas, and communicate any recommended actions before the release goes live so your team isn't caught off guard by unexpected system behavior after an update.

Common signs that your NetSuite system is due for a review include slow report generation or system response times, manual workarounds that have become standard practice, user adoption issues or complaints about system usability, integrations that frequently fail or require manual intervention, and a sense that the system no longer reflects how your business actually operates. If your team has grown, acquired new business units, or expanded into new markets since your original implementation, a health check is especially valuable. Business evolution often outpaces system configuration without anyone noticing until it becomes a problem.

Yes. Strategic's Customer Care plans are designed to grow alongside your business, whether that means supporting new subsidiaries, additional users, expanded modules, or increased transaction volume. As a long-term NetSuite partner with experience supporting manufacturers and distributors at every stage of growth, from mid-market through multinational, we structure our support engagements to adapt as your needs evolve. Rather than locking you into a rigid scope, our goal is to serve as a trusted advisor who helps you get more value from NetSuite at every stage of your business.