Today's businesses must focus their processes, from sales to marketing and service, on customer experience. Customer experience involves recasting the traditional transactional model of customer support into a holistic, 360-degree view of the customer lifecycle. While a changed perspective on customer relations may seem to be a simple concept, implementing this process can be difficult without the right tools.

Customer relationship management (CRM) is a broad concept that encompasses work processes, applications and internet capabilities. CRM software manages customer relationships, while also integrating sales, marketing, customer service and technical support. One popular CRM solution is Oracle's NetSuite. This comprehensive software application provides businesses with numerous CRM capabilities. These include various opportunities for automation, such as in sales force automation (SFA) and marketing automation. 

One differentiation between NetSuite and other CRM platforms is the Netsuite formula text is a method to use saved searches to segment data and create highly customized reports easily. These tools allow for automation and customization even when the user does not have a technical background. Let's take a closer look at saved searches and NetSuite formula text to see how your organization can leverage the capabilities of CRM.

NetSuite Saved Searches

In NetSuite, a saved search is an information request. Since your customer records can be vast, the ability to pinpoint exactly what information is needed is crucial. Saved searches are used for creating lists, e-mail alerts, marketing groups, exporting data and more. These searches enable employees to manage customer accounts because it avoids duplicative work more efficiently. Saved searches help quickly populate real-time dashboards, and are essential for NetSuite reporting, analytics and planning

These searches are also integral for the vast number of available reports in NetSuite analytics. SuiteAnalytics provides real-time reporting, searches and key performance indicators that are built into NetSuite CRM. Businesses need access to a single version of customer truth. For many businesses, this is the essential benefit of CRM. If your business is not leveraging analytics and reporting, you are leaving insights and value on the table. 

Utilizing Formula Text to Create Saved Searches

In Netsuite, formula text is a database function similar to Excel's formula text function. Formula (text) is one of several different types of formula fields withing saved search. The others are formula (date), formula (date/time), formula (numeric), and formula (percent). Under formula (text), numerous formula fields enable a wide range of database functions. 

To create a saved search using formula (text), navigate in the NetSuite dashboard to Reports > New Saved Search. Select the record you wish to search, specify the search criteria, specify the results (which would be the columns you want to see at the end of the search process). Then click preview to see the saved search results. If the search results are acceptable, save the search and it will be available for use in the dashboard whenever desired. While saved searches using the formula (text) function are time savers, businesses can find further efficiencies through the use of integrated contact center solutions.

Integration with Contact Center Solutions

NetSuite CRM integrates with contact center software, allowing for additional opportunities to automate further the business processes associated with customer experience.  For example, without integration with a contact center, calls arrive at a business without context or identification. Employees waste precious time trying to identify the purpose of a call. Integration provides near-immediate call context, reducing the need for saved searches.

8x8's Virtual Office also integrates with NetSuite, further improving user productivity. With advanced communications and call logging, 8x8's Virtual Office further simplifies the search functions of NetSuite. 8x8 solves the challenges faced by NetSuite users by providing advanced features and call quality that creates better customer experience. Virtual Office launches directly from the NetSuite dashboard, reducing time and creating a cohesive environment for customer support. Saved searches are one way to make CRM more efficient, but when combined with a virtual contact center, information becomes available more quickly, resulting in happier customers.

Your cloud provider and available features set directly affects your relationships with your clients, which directly affect your business' bottom line. Choose a superior cloud system and ensure that this effect is for the better. Fill out the form below today or call us at 1-855-531-7713 to request a no-obligation quote from an 8x8 Product Specialist.


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