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Founded in 2018 by Mark Rhyman, an industry veteran with decades of experience in the ERP/CRM solutions space, ESP is a consulting and technology firm specializing in Oracle-NetSuite. Having emerged as an Oracle-NetSuite Alliance partner in Europe, the Middle East, and Africa (EMEA), the company works as an experienced “helping hand” to ensure a smooth and personalized transition to NetSuite. They also hold a team with extensive experience in ERP sales, scoping, and implementations. “Most of the team members—including Serghino Felix, partner, and Marcus Dallacqua, USA Partner—joined the company in 2019. Marcus Dallacqua focuses on our micro-verticals and expanding business in the U.S. market, while Serghino Felix leads our global Professional Services” mentions Rhyman. With their decades-long experience in cloud-based ERP solutions, both Felix and Dallacqua drive ESP and its clients toward success.
Understanding of Customer Needs and Solution Delivery
From day one, ESP is directed by the single goal of comprehending clients’ requirements and delivering a solution that can digitally transform their business by driving optimization and ROI. To achieve this, ESP undertakes a multi-pronged approach. Through a series of meetings with their clients and a set of questionnaires, the company interprets their needs and helps them understand the benefits of the Cloud-Based Solution, NetSuite. They also suggest the necessary features that a customer should have in the software to address unique business needs. Following this, the company performs a thorough analysis where a senior business analyst of ESP inspects the current state of an enterprise’s architecture to gain a perspective on its performance, technology, and cost drivers. The company then performs a Fit-Gap analysis and provides clients with a Future State plan. Once the plan is ready, ESP determines how to implement it. Typically, the company divides large implementations into chunks that a customer can assimilate without breaking a sweat. This also helps clients ensure higher user adoption. More importantly, ESP tends to follow the NetSuite guidelines while implementing the ERP solution. Subsequently, they can speed up implementation and make the entire process more efficient. “We’re not here to force software or modules that our clients don’t need but to help our clients have the optimum return on their investment,” says Rhyman.
The One-Stop-Shop for Diverse Demands
Furthermore, NetSuite’s flagship software is highly flexible and can be personalized according to users’ liking.
Our objective is not to tie and lockdown any customer with us, but to make sure that they remain a NetSuite satisfied customer for decades
Client serving and support is another front that the company excels at. Through a Service-Level Agreement (SLA) program with clients, ESP’s dedicated team of experts ensure 24/7 support. They have teams and offices across the Philippines, Mauritius, Canada, and the United States.
Success Stories Speaking for Themselves
Honing such capabilities, ESP has gleaned a legion of clients across diverse industry verticals—be it e-commerce, wholesale distribution, or professional services. Interestingly, the company never differentiates between enterprises and start-ups. Understanding that every company allocates a different budget to purchase their ERP solutions, ESP serves them with the same level of expertise and ensures quality service.
In one case, ESP helped an African company automate their siloed pen-paper and excel-based processes. The client initially ruled out NetSuite as a viable option, assuming that it would not fit their budget. ESP helped them realize that NetSuite is account-driven, meaning that cost depends on the number of users and modules. “We showed them the return on investment that they could have from NetSuite implementation. NetSuite is also fully transparent in their pricing, as opposed to other solutions that include certain hidden costs,” Rhyman comments. The client also had some additional requirements to support their upcoming plans. They wanted to scale through the acquisition of and consolidation with other businesses. ESP helped the client understand how with NetSuite they can manage diverse business operations from a centralized location. Finally, the client migrated to NetSuite, and they are operating with more efficiency today while successfully addressing all their business goals.
In another case, a customer in the North American market was doubtful whether they should keep the current system or replace it. Responding to their request for proposal (RFP), ESP explained the benefits of NetSuite, its value proposition, and helped the client realize the myriads of opportunities that they could have. The client ultimately got rid of the misconception that NetSuite was expensive and implemented it. Rhyman, in this context, mentions that NetSuite is not about only pricing; it is about the flexibility that can provide businesses a competitive edge in the market.“Our objective is not to tie and lockdown every customer with us, but to make sure that they remain a NetSuite satisfied customer for years or decades,” says Rhyman.
In light of the recent pandemic, ERP Success Partners has been focusing more closely on e-commerce as a way to help their customers position themselves for the changes that are happening in the market. “We were already in the process of building our e-commerce team so we simply accelerated our plans.” says Marcus Dallacqua, the US based partner of ESP. “We anticipate a wave of businesses focusing more on e-commerce". For thirteen years, Dallacqua was the Senior Vice President of an e-commerce company that ran 100% of their business on the NetSuite platform. ESP believes strongly in the NetSuite e-commerce platform called SuiteCommerce Advanced which allows a company to manage their business and their webstore on the one platform. “Our current team members have over a decade of experience on NetSuite’s e-commerce platform and we are excited to bring our energy, experience and expertise to our current and new clients”, says Dallacqua.
Backed by the prowess of many such compelling instances of client success, ESP has emerged as a NetSuite four-star partner in 2020. Not stopping there, the company has set the target of getting elevated to the five-star level. “For the next 12 to 18 months, we have plans to ensure the highest level of satisfaction for our customers. To achieve this goal, we have hired multiple talented people across all our functioning locations,” Rhyman concludes.