Switching NetSuite Support Partners: Helpful Guidance and Tips

At times, change can feel overwhelming, but failing to adapt when we know it’s necessary is far more damaging. Stagnation often costs more money, time, and energy in the long run — and it certainly causes more headaches.

This is especially true when it comes to NetSuite and the support you have in place to power it. If your current partners aren’t yielding the results you seeking, the sooner you act the better.

Otherwise, small problems can quickly mount to near unsurpassable levels.

Today’s article is designed to help you make that change more effectively, quickly, and confidently. If you’re considering switching your current NetSuite Support partner, you’ll want to read this first. 

Understanding When It’s Time to Switch NetSuite Support Partners

High-quality NetSuite Support is essential to the functioning of your business. So, if you’re unhappy with your current provider, it’s time to start investigating alternatives. If you’re on the fence about it, ask yourself the following questions.

If you answer yes to any of them, it’s time to make the move:

• Does your current partner lack robust knowledge of your industry?
• Are you unhappy with turnaround times?
• Is there a lack of proactive advising?
• Are they constantly trying to get you to upgrade?
• Is there a poor cultural fit? 
  
  

Sidebar: We had a client reach out to us after their partner failed to use optimal change management documentation procedures. As a result, the client needed the vendor to save their work, refresh from production, re-do the entire project from scratch, and document every single change so that they could test and deploy their work. The cost of this error was in excess of $20,000.

Evaluating Potential NetSuite Support Partners

Once you've decided to switch, the next step is to evaluate potential new partners. You certainly don’t want to fire your existing team without having a new partner locked up.

When evaluating NetSuite Partners, look for the following: 

• Has Proven Expertise in Your Industry: They should have a strong track record with NetSuite AND the industry in which you operate. Be sure to request case studies, testimonials, and certifications before making any major decisions. 
• Offers Custom-Tailored Solutions: Your business is unique, and so are the goals you set and the challenges you face. A good partner will offer customized NetSuite solutions rather than a one-size-fits-all approach.
• Commits to Communication: Open, transparent, and regular communication is key to a successful partnership. 
• Aligns with Your Budget: While cost shouldn’t be the only factor for your organization, it’s certainly a major one. Regardless of your budget, it’s critical to find a partner that offers great value for the spend.
• Provides Comprehensive Support: Ensure any potential partner offers a range of services and applications, from troubleshooting and maintenance to strategic NetSuite planning and training.

Preparing for the NetSuite Support Transition

While you’re in the process of selecting a new NetSuite partner, you can parallel-path any needed transition support items. While your new provider can certainly help advise and prepare these materials, your team can take action on the following:

Audit Your Current NetSuite Setup

You should have a deep understanding of your current NetSuite configuration, customizations, and integrations. This knowledge is vital for your new partner to take over seamlessly.

If you conducted a similar audit when hiring your first partner, do NOT rely solely on this document. You need to capture any critical elements that might have changed during that period, especially when it comes to NetSuite Integrations. 

Document Your Current Processes and Issues

Document any recurring issues you’re facing — even if they might seem minor to you. This will be incredibly helpful for a new partner. During these efforts, be sure to capture any specific processes that your new partner should be aware of.

Communicate with Your Team & New NetSuite Partners

Communication is critical for any form of change management. You’ll want to inform your team about the switch, beginning with key stakeholders and any potential decision-makers. Their buy-in is essential, as they will work closely with the new partner.

Clearly communication is equally important when it comes to your new partners. Set clear expectations and goals with your new NetSuite Support Partner from the very beginning. 

Managing the NetSuite Support Transition

Transitioning to a new partner involves many key steps, too many to list in a single article, certainly. But, don’t let that feel overwhelming. Any quality provider will offer a detailed list, as well as assistance in completing the related tasks.

Here are a few notable examples: 

Knowledge Transfer Sessions: Arrange sessions between your team and the new partner to discuss your environment and any ongoing issues or projects. For example, you might be in the middle of implementing a new project, like NetSuite Commerce.  Be sure to schedule these after the New Partner has had ample opportunity to review all documentation and has had access to the system to perform a cursory review of configuration and complex customizations.

Transitional Partner Support: Securing 1-3 months where the Old Partner will support the New Partner will no doubt be the most efficient way to fill their knowledge gaps during this period.

Develop a Transition Plan: Together with your new partner, create a detailed transition plan that includes timelines, responsibilities, and milestones.

Data Handover: Securely transfer all necessary data and documentation to your new partner.

Introduce New Partner to Your Business: Your new partner should understand your business processes and how you use NetSuite within your organization.

Transition Partner of Record: If you implemented NetSuite with a Support Partner, and are changing to a new Partner, inquire about their ability to secure a new Partner of Record to takeover management of the NetSuite license going forwards. This isn’t always possible based on the Partner's sales performance, but it does streamline the vendor management process by allowing you to work with only a single vendor. The alternative is - you would need to work with the new vendor for services and Annual Business Reviews, whilst continuing to work with the old vendor for software renewals and New User Additions.

Ready to Upgrade Your NetSuite Support?

Switching NetSuite Support Partners is a significant decision, but when done for the right reasons and executed properly, it can bring immense value to your business.

By carefully evaluating potential partners, preparing for the transition, managing it effectively, and fostering a strong post-transition relationship, you can ensure that your NetSuite environment supports your business's growth and evolution.

For further assistance on your journey, be sure to check out our “Ultimate Guide to NetSuite Support.” It’s loaded with all the information you need to select the best service on the market. If you already know you’re looking for a NetSuite Partner who always puts your business first, we hope that you consider partnering with Techfino.

To discover if we might be a good fit, contact us today.