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Unlock Seamless Communication and Collaboration with Engage and NetSuite.
Are you leveraging NetSuite for your operations but looking for ways to elevate communication and collaboration with your prospects and customers? Join us for an exclusive webinar where we’ll explore ways Engage helps companies streamline engagement with NetSuite.
Key Topics We’ll Cover:
- Complex Sales: Simplify engagement and close deals faster with real-time communication tools.
- Handoffs: Ensure seamless transitions from sales to implementation with automated workflows and centralized data.
- Customer Onboarding: Deliver clear and structured onboarding experiences through customized portals.
- Cross-Selling Opportunities: Identify and act on upsell and cross-sell opportunities with powerful analytics.
- Dealer and Channel Partner Relationships: Build stronger partnerships with integrated collaboration tools and portals.
What You’ll Learn:
- Practical use cases and real-world applications of Engage with NetSuite.
- How to create unified customer and prospect portals to enhance transparency.
- Best practices for automating workflows and improving collaboration across teams.
- Insights into using analytics to drive data-driven decision-making and engagement.
Who Should Attend?
This webinar is perfect for business leaders, sales teams, customer success managers, and anyone looking to optimize their customer engagement strategies using NetSuite and Engage.
Why Attend?
NetSuite is a powerful operational platform, but ensuring seamless and active engagement with your prospects, customers, and partners can be challenging. That’s where Engage comes in. Discover how this integrated solution transforms complex sales processes, customer onboarding, and more—directly within NetSuite.
Transcript:
00:00 – 02:49
Joseph Knecht: Introduction
Quick introduction - Joey Knecht, senior leader with Proteus Engage. We're headquartered in the US, in the Nebraska area – Omaha/Lincoln area. We've been operating out of there for a long time, 20-plus years. So, I appreciate everybody's time. The topic today is unlocking the full potential of NetSuite. So, just an anecdotal story as I frequently do. So, when we started our company and this world class product Engage – Engage is heavily used for mission critical services for business and complex sales, closing the deal on handoffs onboarding.
You know, account management and growth, right? Basically, almost everywhere that revenue matters. And when we built the product, logically, we built it to originally work with deep integrations, with Salesforce and Hubspot.
But then, we started to get a lot of interest from NetSuite customers. We are very big fans of NetSuite - nothing here today is negative about NetSuite in any way, shape or form - it's a purpose-built application. As you know, you're probably a user of it. And so, we had customers that kept coming to us, saying, yes, Joey. We're NetSuite customers and NetSuite's extremely powerful on a lot of areas of the business side. But it really doesn't provide us, right now, many features and functions for active engagement with the customers for these mission critical revenue areas. And so, we started to explore and start talking with more customers. And that's how we got here today. So, the purpose of this webinar is really just to share some of the things of how our platform, Engage, can really unlock more value out of your NetSuite install. And when I say value, I always mean customers being satisfied because that's where the money really matters. Clearly, there's efficiencies. And I'm joking. There's efficiencies and all sorts of things that are important on your side. Clearly, we help with that. But ultimately, it's about wowing customers and really matching their expectations.
And so, part of the slides here that we're going to go through, I'm going to be talking about some of those expectations, too. And really making sure they line up, or you're aware of that, because I think it's really critical, right? So, I appreciate everybody’s time. Some housekeeping notes or fun facts. Of course, many of you listen to the recording. I send out the recordings after because for many of you, it's tough to connect during this time of the day. Two - I also frequently talk about other resources during the presentation.
I include those in the follow-up also, just making it easier for you to find some additional things because it's all intertwined. And yeah, I'll allude to more of those here.
[02:49] Screen showing slide: Complexity of B2B Environment
02:49 – 06:45
Joseph Knecht: Complexity of B2B Environment
So, let's hop into it. So, in many cases, most of our customers and the use cases that we're talking about here are in that B2B environment. Now, we do have clients in B2C, but a lot of the stuff I'll focus on is in B2B. So again, the reason why you signed up for this webinar - more than likely you're entertaining to leverage NetSuite. If you are, we know many good resellers around the country - just ping me after this, and I can align you with a great consultant.
We're not like resellers or anything, just very trusted people around the country. And two, ultimately, you're wanting to better engage with customers in those different critical phases of the relationship. I will also say many of our customers have channel and resellers too. I include that in this combo. So, just to make sure everybody's aligned.
So, let's be frank. One of our values in our company is candid. And the bottom picture explains the real world, right? So, when you're operating a business in all of these factions, whether it's for sales, handoff, onboardings, customer relationship management, cross-selling. I think I said onboarding. But we do a tremendous amount of onboarding, right? All of it is now a multi-person to person type of ecosystem. So, you have a ton of people involved in transactions.
And so, you need a centralized environment to do this. So, it gets real wonky. Let's just be honest. And obviously, clients try to do this just through email or data. But you really want that fully connected experience. So, part of the problem for a lot of our clients is this, the world has just dramatically changed, right? The way that companies are structured. They're siloed. You need a thousand feedbacks from a lot of people. Multiple stakeholders, right? Those types of things. And so, the environment itself creates this pretty big challenge to keep everybody aligned as to what's going on. So, the problem starts with the environment, right? The environment makes it very challenging. If you're passing documents back and forth or trying to share information or keep everybody up to date, sharing reports - whatever it might be - with clients, current clients, the onboarding process. And how to get all your, some of you might have - a lot of our clients have NetSuite also have physical products. So, you might be trying to do install of things at certain locations. Like, it just starts to involve a ton of people who are actively doing it and people who want to know about it, right? And so, all of this creates a pretty big challenge – especially, when most of that communication and collaboration has to be done externally from NetSuite, right? So, NetSuite - great operational platform, great for your in-house, all the different… I mean, as you guys know, a thousand different modules for operating the enterprise. But ultimately, where we fit is simple touch points with NetSuite to power amazing customer collaboration experiences for all these mission critical revenue areas. Alright. So, that's where one small change can make a huge impact. Obviously, to all of your customer lifecycle revenue and relationships overall.
So first, always, there's an environmental shift that happens. And this is it, right? I've said this on quite a few of the webinars, and maybe this - I should stop. But I'm 48, and I remember how it was very different when I was 28 - 20 years ago. How much different all of these processes were! It's amazing now how complex and how much time and how many people. And it's pretty incredible. You're all shaking your heads. I'm assuming so. Alright.
[06:45] Screen showing slide: Your Customer Expectations
06:45 – 11:49
Joseph Knecht: Your Customer Expectations
So, let's get into the other big shift. So, it's your customers’ expectations. And so, I challenge everybody here again with NetSuite. NetSuite is an interesting infrastructure, because there are all different types of companies leveraging NetSuite. So, you have to map this back to your own environment. So sometimes, when I do these things, I keep them more generic. And then you can map them down to your own personal product, offering that you're doing physical software and professional services. I mean, like, you name it. We deal with everybody - I didn't say deal with like everybody in a negative way. We work with, you know what I'm saying. But your customer expectation.
So, one way to level set on how to judge where you might be in the journey map. I always joke with an individual, especially when we're on prem with clients or speaking at conferences, or whatever. I always say, what is your expectation when you order a pizza pie? Native New Yorker, I am. And so, when you order a pizza pie, no matter where in the world you order it, you see this little mechanical belt, you know, putting it into the oven. Right? Then it gets out and it gets into a little car, right? You watch your car or your robot, and you see it coming around the corner. You're getting text messages. You know what is going on right, and tada.
Your $10 US pizza pie is sitting at your front door, and that was on a $10 transaction. So, the purchasing experience, the actual delivery, the onboarding, if I may say, the onboarding of the pizza, you know, all the way through to you actually getting it. And then the follow-up -you consuming it, then you're getting feedback of how did you like it? Right? On a $10 transaction. And I always joke with executives like, how does that work for your business or whatever you're doing?
Honestly, it is so highly competitive out there today. You know. Probably not over a $5 widget or pizza pie - might be a little bit of an exaggeration. But if you're in B2B treating your customers, right, throughout that entire client lifecycle of that sales experience. The actual, transaction onboarding, etc., is really, really mission critical. And their expectations are really high, right? Really, really high.
And so, you have to put yourself in that kind of perspective. So, I note here just some of the client perspectives, especially, no matter what size business you are, whether you're a startup, mid cap, or enterprise. We work with all - but I frequently like to say we can make a lot of super small businesses look like they're very well-oiled enterprise machines. And if you're an enterprise person on the call today, you know exactly. I mean the opposite with you guys because everybody thinks if you have a big name enterprise, you got it all figured out. And quite frankly, a lot of times, you know as well as I do it's not figured out and it's hard, right? And so, that's just 25 years of experience coming through.
“Centralized and Secure Environment”
So, let's talk about some of your customer expectations. So, one - they are, you know, looking for that centralized environment to communicate and collaborate with your company.
“Wide and Deep Collaboration to Manage Risk”
They want to collaborate to manage risk with you. Right? I'm not going to go through all the low-level details here. If you are looking to do onboarding with clients - onboarding is a general term.
“Seamless Handoff Process”
So, there's onboarding. One of the riskiest places for a lot of our clients is that handoff process where, if you are selling B2B, and if anybody on these calls as they listen. If your solutions, services, products, are over $100,000, the expectations go even higher. And that seamless handoff better be legit, because you can get a lot of frustration and negativity around the deal – then if it isn't smooth and approving it, the handoff process.
“Proven Onboarding Phases” and “Expectations and Communication Management”
Scalable onboarding processes. We help a ton of clients with onboarding processes which is very, very useful and also with communication management.
So, these first 5 are just to create the framework - these are the expectations of your customer as they start to engage with you, and we call them experiences inside our platform, all right? And so, this is what they expect. And you might be like, oh, Joe, yeah, you're right on two or three of those. Yeah. Yeah. Then I ask - you have Netflix. I can guess you have Netflix. Well, why do you have Netflix? Well, it's on demand, right? And I can get to all the information and everything I need to know, and I know where I'm at immediately. Exactly. So do your customers or prospects in the sales use case. So, you can see how the expectations - it's amazing how add basically B2B is.
[11:49] Screen showing slide: Your Customer Expectations
11:50 – 14:40
Joseph Knecht: Your Customer Expectations
Just being candid, right? You, at your own company, have probably purchased $50,000 worth of something had a horrible onboarding. The handoff was atrocious. You basically had to reinvent the wheel, right? And maybe it didn't even work. And you lost $50k in a year - didn't even use the product or service, or the unit, or whatever, right? Imagine that - if you map that down to your private life, you wouldn't stand for that. Right?
“Flexibility for Customization”
Then, customers’ expectations include continued flexibility. So, this is apples to oranges here, I guess - if that's the right way of saying it. But when we first engage with clients, well, every deal we do is different. Whether it's sales, or handoffs, or onboarding, or CS activities, like quarterly business reviews or other activities.
Where in reality, it's not. About 70 to 80% of it is pretty much rhythmic, that we can help template and scale very effectively with our clients. But then you also have to create what feels like a bespoke experience. But that bespoke experience is done in a very scalable way, right? And that's the expectation of customers.
And so, they want to feel it's personalized, personas, or whatever, but also for you to do that efficiently. You know, it's not so easy - as you guys all know, you're, I’m assuming a NetSuite user. You have, different roles in NetSuite and then there's different integration or touch points.
“Clear Visibility into Progress”
So, Kia, Camry, Cadillac - you don't have to get that complicated out of the gate. But ultimately, it has to feel customized. A couple of things we'll talk about here, are some of the deficiencies in NetSuite related to external experiences. But you do want to know what's up. You want to have analytics. You want to have measurement. You want to have all of these kinds of things and clear visibility on the process. Right? So, your customer wants to know what's up.
Now, obviously, NetSuite has some order management UIs, some of those types of things that you guys know, from portal perspective. We're not really competing against those. I'll walk you through where we fit. But sometimes the communication and collaboration is different.
“ROI-Focused Strategies”
And then really nothing to do with NetSuite, most of our clients are looking to make sure they have ROI-focused deliveries with their clients. Again, in these critical areas that you, signed up for related to this. Which is that complex sales process, that handoff onboarding, really making sure that the customer is happy and communicating and collaborating with them on that for success. You know, overall. So…
[14:40] Screen showing slide: Common NetSuite Challenges
14:40 – 17:13
Joseph Knecht: Common NetSuite Challenges
Okay, so I feel like this is probably a little bit preaching to the choir. NetSuite. And I can parallel this really quite frankly to Salesforce. Salesforce is the most highly penetrated, CRM delivery platform in the world. NetSuite Operational ERP. You guys have, probably, the basic CRM modules, and then you might be using some of the other like e-commerce packages, online shops. We don't mess with that.
What we basically do is based off of the CRM level or some other aspects, that can power all these different experiences. But ultimately, NetSuite is not designed in an efficient way to provide a great experience externally to the customer. It's just extremely limited. Same thing with Salesforce, though, if it makes you feel any better. Salesforce. Well, many of our clients leverage Salesforce.
You know, also, with all the wealth of data and millions of dollars you've put into standardizing, optimizing, running the company on NetSuite, with a couple of simple touch points, we're able to unlock that helping fulfill all of your sales. Basically, complex sales, onboarding, CS activities, touch points, channel partner interactions, reseller interactions, etc. So there, it's limited. But there's a solution, and it drives a lot of value. Obviously, I talked about how the CRM is pretty limited compared to others, and so a lot of clients are looking for more touch points, ways to communicate and collaborate with clients, etc. Very limited – there’s zero engagement. Let’s just own it. And that’s why we’re successful.
We also have a lot of clients that are mobile and doing a lot of things - all of our solutions are mobile. And there's no real connection, meaning analytics and measurement between the two environments. And again, big fans of NetSuite, just like Salesforce, but with modern business and modern interaction needs and engagement needs – the external facing world is so critical for your team and the client to be sharing data, moving things back and forth, staying on track during all these mission critical cycles. Right?
[17:13] Screen showing slide: Processes You Need to Be Doing
17:14 – 26:19
Joseph Knecht: Processes You Need to Be Doing
So, that's, the framework. Let me again, reiterate.
“Complex Sales”
Let’s look at some of the processes you need to be thinking about. That these are all driven through our platform plus more, but as I mentioned complex sales, or honestly, dealer sales or channel sales - all through our platform. Very, very popular out of the box.
“Cross-Selling Opportunities”
Cross-selling opportunities. So, a lot of our clients leverage the platform or what we call workspaces, which are client specific workspaces for cross-selling opportunities. Like account management, UBRs, those types of things. I told you at the beginning, I’m going to make it through all of these in one centralized environment, because you have all the key stakeholders coming in.
“Handoffs”
Sales, handoffs or handoffs in general.
“Customer Onboarding”
Customer onboarding, obviously, mission-mission critical.
“Customer Account Engagement”
Customer account engagement. Obviously, a CRM is just an internal tool. This is actually how you're building account plans with clients and doing all sorts of stuff.
All of these experiences are driven through our platform. And then our platform also has - I know we know NetSuite has some channel partner and reseller type of functionality in their platform - again, ours is more for the relationship management with them. And it's heavily used by dealers and other channel environments. Right? So, you know, you should be doing a lot of these processes. But inherently, you're limited because you're using NetSuite, or that's what you thought. And so, that's why we're here today. Right? We’re here with a couple of critical touch points that we're able to then switch the gears to an environment like this.
[18:52] (Changes slide to Proteus Engage Falcon Health Systems Sample Site)
Okay. So, high level. This isn't a demo day or anything like that. But I just want to bring to life an example - what we call workspace experience. So, let's step back for a second. So, let's say in your NetSuite, you have a client called Falcon Health. And you guys are providing services to them. Again, the client types that use our stuff - product companies, professional services, tech companies. I mean, you name it. Also, business service providers, I mean, we have all client types.
So, this is a private workspace. So, let's say your company sells and just sold, and is delivering something to Falcon Health Systems. And so, this is client-facing. So, the people at the hospital - here they are - able to see everything that I'm showing you here now. There are controls and all sorts of things of that nature. But for today's purposes, this is bringing everybody together into one, secure - what we call workspace experiences.
Then, within these workspaces, you're able to execute all of these different experiences that we've been talking about. Again - sales, handoffs, onboarding, CS activity plans, account plan. You name it. All of those are delivered and are open for collaboration inside these workspace experiences. Alright.
So, this takes your NetSuite data and basically powers a highly customizable, highly dynamic customer-facing platform – and your team is coming in and out of these two for certain things, but it’s all seamless.
This really transforms the experience for your customers, and levels up everything that your teams deliver to your prospects and customers in real time. And again, this is a customer-facing workspace experience. The customer can just click a link and get in here, or they can log in like it's an extranet for your company - like a branded URL. And of course this would be all your colors.
Alright, but 30,000 foot. I encourage anybody who wants to deep dive and explain your environment and some of the challenges you're having to reach out. I include in the follow-up a personal one-to-one meeting with me. Really, it's not a sales demo at that point. It's just more of discussing what is your challenge? And I'll tell you whether or not we can help you with that challenge. But related to our Engage product here, there's this workspace. Again, do you remember some of the earlier pieces of this conversation we talked about needing a centralized environment, secure open communication and collaboration, passing of information and resources back and forth? All of that is done through our platform. We also integrate with your email.
So, everything that is going through here is seamless, templated, fast for you, everything. And again, document sharing, document collaboration. We have very powerful checklist systems. So, these things are business process optimization - basically processes that we set up with our clients - fully customizable, fully templated sales, mutual plans, onboarding handoff, you name it. Any business processes you're operating that you need to have intense back and forth with your customers to capture data, validate data - literally, anything - videos, forms. Anything is all processed with inside this very robust checklist system that we have.
This is the cornerstone of a lot of our interactions. The tool also creates tasks, follow-ups, bird dogs at everybody, automations, and follow-ups. To be very, very transparent, at minimum, our clients see about a 30% efficiency increase in communication and collaboration with the customers. Because the platform does seven times the work for them. So, you do one thing and the platform does seven for your team. So, it really creates a lot of efficiency. And if you're a manager on this call, you also have visibility and analytics to know everything that's going on.
So, we use this kind of infrastructure - the workspace, our checklist system, our file sharing and all of our business process management workflows built into the tool. These are used for all the different use cases that we were talking about. Obviously sales, handoffs, onboarding, customer service activities, etc. This one I have here in front of you obviously, is just for the purposes of today.
So, you have the groups here on the left (moves mouse on left side of screen) which are, business functions or experiences. And then you get into different things that you might be leveraging the platform for. Again, for argument's sake, if you're using this for onboarding, you might have a different onboarding checklist or an on-prem checklist. All of these things - the critical pieces here are that for every single item the customer has visibility as to where they're at, so they can be completing things 24/7. And then the system is automating a lot for you, and your team is also actively involved here. So, by looping this all together, we take the simple touch points within NetSuite and now, unlock all of these customer-facing experiences and optimizations to really drive value.
For your group all the way through post launch, where you might be doing survey to cross-selling, you name it. The point here today is just to understand if you are leveraging NetSuite and you have that infrastructure set up, but you have needs to scale your organization in the areas we've been discussing - complex sales or sales negotiations, handoff, onboarding of clients, customer interactions, cross-selling basic marketing to the clients. This is where one to three touch points internally, can unlock all of these interactions and business driving opportunities within what we call workspaces powered by Engage. And so, investment - nominal.
So, we have a very transparent licensing program. Basic accounts can, depending on the size of your firm - if the firm is under $1 million in revenue, you can use Engage for free. So, I encourage any startup or initial growth company - you can just flat out use Engage for free. After that we have additional seat licensing, which is only on your users. Nothing to do with anybody else. Our average client is probably around $200 a month to $1000 a month, depending on the enterprise. So, very easy. ROIs for all of this and completely scalable solution sets overall. So, I look forward to talking more, learning more about your organization and environment.
[26:20] Screen showing slide: Resources to Help
26:20– 27:32
Joseph Knecht: Resources to Help
I will close with this, as I've mentioned. I encourage anybody to just schedule a one-on-one with me. We've been at this for an extremely long period of time, and lots of different use cases. And some people just reach out and say, Joe, here's my challenge. Would Engage help with that or not. We're very transparent.
So, I encourage that. I also will share out additional resources around all of our processes, of how we drive value for these different customer experience-type of opportunities. So, again. I appreciate the time. Remember, in this use case - you got NetSuite. Okay, it's fine. We can unlock the wealth of that and scale that for all of your customer and prospect processes, and do this very, very easily. So, appreciate the time and interest, and look forward to seeing you on the next one. Thanks everybody.