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John Martinez, VP of Professional ServicesQ Where does the company stand in terms of providing NetSuite services?
As a NetSuite reseller and solutions provider, we offer NetSuite licensing, implementation, and customization services for new and existing NetSuite customers. Our mission is to help SMBs operate more efficiently, improving their operations and profitability and enhancing the overall health of the organization.
The uniqueness of our company is exhibited in the way we interact with clients and deliver value to them. We focus on getting a clear picture of the clients’ needs and understanding their real problem so that our engagement with them—whether it’s for implementing a new ERP system or optimizing their existing NetSuite solution—solves their core issues. As part of our client-focused strategy we train all our customer-facing employees, including project manager, administrator, consultant, and developer, to thoroughly comprehend client’s business challenges to deliver consistent experience. With this approach, we have been able to deliver 100 percent customer satisfaction, encouraging our clients to forge a long-term partnership with us.
Q What spurred the inception of Concentrus as a NetSuite reseller and service provider?
Unlike many value-added resellers that emerge straight out of the core consulting world, Concentrus was born out of a necessity. Our sister company has been a loyal customer of NetSuite for nine years, but in times of crisis, our solutions partners failed to provide us the required quality services. Being let down by them, we decided to march down the path of becoming a NetSuite services provider that understands and fulfills customers’ needs.
Once standing on the other side as a disappointed customer, we now have a clear perspective of how customers like to be treated by their partners and that’s exactly how we treat our customers through our avant-garde services and support.
A client-focused strategy coupled with my deep industry experience has played a major role in enabling Concentrus to deliver world-class customer services and build strong partnerships aimed at solving tomorrow’s challenges. Initially, we developed a program and started working with clients that required customization and optimization or needed help to solve issues within their operations. Eventually, Concentrus moved on to establish a partnership with NetSuite. Today, we are highly focused on offering NetSuite services because we are capable of delivering it through our deep bench of NetSuite experts. With immense confidence in delivering NetSuite services, we are committed to the technology that NetSuite offers.
Tell us about the client on-boarding approach that you have adopted.
Having been in the business for years, I believe that the implementation process is not just a matter of implementing solutions, rather it’s about educating and transferring knowledge during the process. Our approach is based on three key aspects—clarity of what we are delivering, client engagement, and making sure that our services are aligned with customers’ expectations. On that note, Concentrus has made NetSuite customization a five-step process with specific touch points during the client engagement process. This methodology allows customers to be informed about our services at each step and helps them achieve their goals. We ensure that customers are able to operate their business more efficiently using our services.
Talk to us about your partnerships with other companies in the NetSuite space.
The idea behind building a strong partnership with different players in the NetSuite space is to tap the capabilities of various dynamic products available in the market, and combine them with our expertise to offer clients valuable services. While selecting a partner we assess whether a company is a provider of best-in-class solutions in the e-commerce space or is located in another part of the globe and requires an implementation partner in the U.S. In many cases, we partner with companies because they show adjacency in their offering, are NetSuite-centric, and support us in becoming a better service provider. Our association with these companies is targeted toward improving our offerings.
Q What are some of the pain points that your customers have?
We have customers from various industries such as manufacturing, software, and distribution. But, most of them are new businesses, operating inefficiently due to the siloed nature of their systems. These budding organizations are striving to scale their efficiency to grow their businesses. However, they are restricted by their current IT environment, which runs on legacy systems that are obsolete and fail to align with the evolving business objectives. In our experience, we have noticed that the existing NetSuite customers who approach us complain about the lack of continued support with the changing business requirement. They demand consistent engagement that will allow them to optimize operations and plug the loopholes in their systems. This is where we stand apart from the crowd.
Q How do you envision the future of Concentrus?
At present, our goal is to continue growing our operations in the U.S. by acquiring reference accounts, either through the sale of NetSuite solutions or through professional services, customization, and the consulting quotient of our business. As we already have operations in Taiwan, our long term goal is to further expand our footprint into the Asian market.
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