Avatu & RCB

Two new clients

During the last couple of months we have won two new NetSuite accounts: Avatu http://www.avatu.co.uk/ and RCB Cleaning Solutions http://www.rcbuk.com/.
Avatu specialise in providing advice, technology and tools to fight cyber and insider threats to IT systems. They are based in Princess Risborough in Buckinghamshire and we are helping them implement a full NetSuite business management system.
RCB Cleaning Solutions is an established professional cleaning company. They are based in Newcastle under Lyme in Staffordshire and have chosen NetSuite as their new CRM solution.

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Mass data deletion from NetSuite

Hello Everyone!

 

Today’s issue is related to cleaning a client account of test and unwanted items/transaction without manually deleting them one by one. NetSuite provides a Mass Deletion within Lists-> Mass Updates tab as you can see below.

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The problem with this is that not everything can be mass deleted, for example you can mass delete Reports but you cannot do the same for Transactions. (see below pic)

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Fortunately we at KEYSTONE DATA have the solution which can be customized to your needs.

  1. Create a Saved Search by the criteria you want.
  2. Implement a script which will delete all items from the Saved Search.

Please bear in mind that the maximum items/transaction that you can delete in the same time in NetSuite is 1000, thus if you would like to delete 10 000 items/transactions you just need to make the script loop(scheduled).

 

I hope this was helpful, have a nice day!

 

 

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NetSuite – Aftership Integration

NetSuite as standard is integrated with UPS and FedEx. Also as a NetSuite partner we regularly integrate with other carries such TNT, The Post Office and Parcel Force for our clients.

These integrations allow us to automatically generate carrier labels when goods are scanned out of warehouse and pull tracking no. back into NetSuite. However in order to provide an excellent level of customer service we need to be able to update our customer at any moment in time on where exactly is their order. For example we ship one pencil and we get a tracking no. which we then use to interrogate our carrier website to get the details that we need.

One way of doing this is to create a script in NetSuite for each carrier, or you could use AfterShip www.aftership.com app which will do this for you, thus you will only need to create one NetSuite script which links NetSuite to AfterShip. The result is that you reduce the number of scripts that you have to create/to run in order to have access to all your tracking no. independent of the carrier.

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If you need more clarification don’t hesitate to contact us, thank you everyone and have a nice day!

 

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Netsuite Available Kit Quantity

Hello people of NETSUITE land!

Today’s issue that we at Keystone Data tackled was to have the available kit quantity easily accessible for internal (client access-backend) and external(available on website-fronend) purposes. For example we need to calculate the available KIT A quantity which consists of 1 inventory ITEM GREEN,  1 YELLOW and 1 ORANGE each with their respective quantities.

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In the above example the quantity for KIT A should be 2 because we only have 2 YELLOW items, thus we can only create 2 KITs. Another important step is to make that quantity easily accessible.

Our first solution is just a simple three steps process.

1.Create a customised item field (ex: Available KIT quantity) which will be available to all the KITs created by our customer.

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2.Write a scheduled script which will calculate the available KIT quantity based on its components quantities.

3.Make the script post into the customised field created at step 1.

This way the user can see the available quantity at all times at the kit level and also can use the field as a transaction column.

 

The Second solution is just to create a saved search which returns the available quantity for each kit item.

 

Depending on your preference and client needs you can opt for one or the other.

If you need more clarification don’t hesitate to contact us, thank you everyone and have a nice day!

Keystone Data out!

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White Stores signs with Keystone Data and NetSuite

We are delighted to have signed White Stores, the UK’s largest on-line garden furniture store based in Leigh-on-Sea in Essex as another NetSuite implementation project.

This project includes introducing new processes throughout the organisation, and re-implementing their web sites to be fully integrated with NetSuite.

The project has already begun and we hope to be live in another three to four months .

We are very excited to be running such a project and expanding our knowledge of using NetSuite in the Retail sector.

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We’ve moved!

We’ve not moved too far though….

For our customers that remember our offices in Unit 13 of Holly Park Mills, you can now find us in Unit 21 of the same complex.

 

The full address is:

Unit 21
Holly Park Mills
Woodhall Road
Calverley
LS28 5QS

 

 

Keystone Data - Email Case Management Process w. Decisions & Pending

Defining your Customer Case Management and Support Process

As a software implementation and development company, we provide high level support to a wide range of companies. Along the way we have refined our process to meet our customer’s and our own needs. Practically speaking, it’s important your Support system provides the best Customer Service for your customers and the upmost visibility for your company too. A truly formalised process is the best way to create a structure that ensures a case is cared for throughout its lifecycle.

After implementing Support processes for ourselves and our customers, we thought it best to share some of the aspects we think many businesses should strive for.

Some Best Practices

Effective Logging

The best way to set the ship sailing in the wrong direction is by ineffectively or barely logging customer issues. The bare necessities should be a Contact, Problem Description, Unique Case Number and the Date and Time it was received. “Obviously” I hear you say, but without a formalised Case Capture form it can be very easy to simply trust yourself to remember. The ITIL model for Service Management suggests this is the role for a Service Desk. A single point of entry to ensure communication is streamlined and the case recipient’s first priority is to effectively log and manage the problem.

Could the first contact Support User take charge of the Case to manage it to completion? This can sometimes be a good way to ensure the case is chased once escalated.

Of course this doesn’t have to be a manual process, on systems like NetSuite, Cases or Tickets can be captured from customised Online Forms. This has always been a great way for grooming customer’s queries, with mandatory fields like “Nature of Enquiry” acting as a filter to route Cases in your Support System. If Cases can be classified before they are added to a Case list, the Case list is infinitely more manageable.

 

 

We also believe a Support system should share the same database as your Customer Records, not only to link Cases to Customers, but to provide your Support Agents with the information they need to provide comprehensive support. But even more than that, in a system like NetSuite, a Customer’s Service Level Agreement could automatically set a Case’s Priority or Due Date.

Responding

First of all, we would suggest the first response is a confirmation of query receipt. For emails this is a simple automated email, but phone queries are often neglected. We’d suggest logging all phone calls as queries, however appreciate this isn’t always logical or practical. However if the query requires more investigation or cannot be handled with a first contact resolution, an email detailing the conversation is a great way to leave an open line of communication with the customer and record the query for memory on your side too.

Secondly, we’d suggest growing your Knowledge Base by encouraging your Support Agents and Technical Staff to constantly contribute to it. In a basic sense, Knowledge Bases can often offer standard responses, but could also be extended memos so that the exhaustive research that went into a great response doesn’t disappear into the realms of Closed Cases. Arranged into topics, you can give your Support Team their own, industry-specific Encyclopaedia if done properly. (There is always a chance this could be shared with your customers too!)

Could the first contact Support User take charge of the Case to manage it to completion? This can sometimes be a good way to ensure the case is chased once escalated.

Are you ready to close the Case? If yes, it’s worth updating the customer of this status change too. More than anything, this communication ensures avoiding any skeletons in the closet appearing when a customer expected a response that never came. Generally speaking, it’s difficult to ever over-communicate but much easier to under-communicate!

Time Tracking

Not just for your benefit, Time Tracking can be a great help for the customer when managing their Service Level Agreement. The logic behind Time Tracking if you charge for Support Time is simple, but it’s also a great way to view where time is being exhausted. Seeing how much is spent on individual customers can be an enlightening experience, for example.

Reporting

As a smaller enterprise it can often be difficult to see how you’re doing when it comes to Support. A huge part of this reporting is using a system that uses assessable processes and has visual reporting capabilities. Thanks to NetSuite, we are able to access a huge range of visual reports such as: Service Response Times, Cases by Customer, Resolutions by Employee and many more.

Analytics shouldn’t just be reserved for the Sales side of things though. Does a persistent Customer need a more appropriate SLA? Do the Support Team need more training on a particular Product Group with questions slowing down response times? It’s often easy to think of Support as an open and closed activity, but often a lot can be taken from delving into the detail.

In Practice | Email Case Management

Case Management is often a difficult process to map out, with Case requirements varying vastly and Support being delivered by employees who have other primary functions. These difficulties apply to Keystone Data too, and in response we all try to work to a Support process that is time-efficient, promotes visibility and comprehensive for the customer.

The diagram below details out a general, simple Email Case process that we would frequently implement for our customers. Defining your own process is a great start for implementing a SaaS, but also for helping analyse and improve the process itself. In this example we are able to show a first contact response (in white), an escalated response (in grey) and how a Case can be reopened by a customer and start the cycle again.

Keystone Data’s Email Case Management Process | Manual process are defined with a solid grey line and automated processes with a dotted teal line. NetSuite processes are defined in Navy, standard Support steps in Teal, 1st contact responses in White and escalated steps in Grey.

Keystone Data are a NetSuite implementation specialist, for more information on Case Management or implementing Support for your company please get in touch.

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Work Order Withdrawals – Putting stock back into NetSuite

Standard NetSuite functionality does now allow over-allocated items in a work order to be returned back into stock. We recently developed a solution for one of our clients to bring items back into stock. This functionality is available after a work order has been saved:

 

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Component 1 of this work order was over-allocated; the work order required a quantity of 10 of component 1, but the pack is only available in quantity of 20’s, thus we will bring back 10 of component 1.

 

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Notice that component 1 was initially picked from 2 bin locations. The ‘returned to bin’ field contains the bin number that the components were removed from, thus we can return some of component 1 to one bin and to another bin.

When entering the returned quantity, notice the check box ticks automatically.

 

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Click save on the work order withdrawal. At this point, an inventory adjustment is posted. The work order withdrawal status remains at ‘pending’ until the work order is closed. The account postings shown on the lines tab do not post until the work order withdrawal status is complete.

 

 

 

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Clicking on the ‘inventory adjustment’ brings up the standard inventory adjustment functionality in NetSuite. This screen cannot be edited to remove the risk of the work order withdrawal and inventory adjustment quantities being changed separately. To adjust the inventory adjustment, the work order withdrawal amounts must be edited.

 

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Back on the Work Order, related Work Order Withdrawals can be found on the related records tab:

 

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When work order is closed, the work order withdrawal is posted to the WIP account. If you’d like to find out more about this feature, please do not hesitate to contact us: support@keystonedata.co.uk

Employee of the month

Employee of the Month

It’s 2016 and Keystone Data are doing better than ever. And a big part of that is down to the work done by our fantastic team.

But putting the “I” in team, we’d like to recognise the hard work of our very own Employee of the Month.

Our winner, Paul, wins it this month due to not just being the man keeping the office ticking over, but in the help he supplied to our customer Bladez Toyz in producing a repository to store Product Test Reports. More complicated than it sounds!

It wasn’t just ourselves that were impressed by his happy-to-help attitude, Bladez Toyz sent Paul a brand new inflatable BB-8 to say thank you!

Asked how he felt about winning the prestigious award, he replied humbly : “Thanks!”