Your tools can make or break your ability to provide high quality NetSuite Support! A handsaw might work for a small DIY project, but you're going to need a powered circular saw if you're framing custom homes every day. These are the tools I've found are important to maintain and improve in order to provide high quality Tier 1 NetSuite Support. # Core System Concepts ## KPIs Key performance indicators: first response time; time to resolve; and professional, courteous, and knowledgeable communication are important metrics of how successfully you're meeting the needs of the business and your NetSuite users. ### Capturing Metrics Let your system track some metrics. Things like the following can often be tracked by your system: - Time to 1st response - Time to resolution - Prompt response (how long is the ticket sitting in "Active" as opposed to "Pending User" or "Scheduled") - Callbacks (ticket re-opened after close) Certain metrics are best measured by user input (user feedback, internal evaluation) or AI evaluation: - Accuracy/Knowledgeable - Professional response - Emotional intelligence - Flexibility - Courteous - Creativity One great alternative to user feedback surveys (those have issues) is evaluations (either by self or peer). Give your team a rubric, make it a quick process, and anonymously rate user interactions on tickets. Or you could even let team members self-rate - rewarding growth over perfection will make self-rating more honest. Do you have any creative ways to gather the information you need to measure the success of your team? ## SLAs ## SOPs ## Service Catalog Your service catalog is where you track the services you provide. It is, in my opinion, one of the most UNDER utilized tools of those who provide NetSuite support! Without a service catalog, your NetSuite support team: - Has no defined scope of their work - just handle anything NetSuite related the business needs (and outsource if you really have to) - Has no clear link between a request and the SOP to follow - Has no way to track performance by service offered - who's good at X? how fast are we at Y? What's in your Service Catalog? Maybe you started to categorize your tickets into things like User Access Request; Data Import; and Form Customization. That's a great way to start establishing your Service Catalog - keep it going! Have I missed an important benefit of a Service Catalog? Let me know in the comments! # Software ## Support Queue Every NetSuite admin needs a support queue to track requests coming from the business. As the business functions, it uncovers business needs that it needs the NetSuite admin to meet. ## Project Tracker Projects and Support Requests (incidents and service requests) are different things. Is your team correctly identifying what is what and providing the right service for the variety of requests they get? ## Knowledgebase Have you ever invested in documentation only to find it irrelevant in less than a week?! A knowledge base can be a bear! Keeping the information up-to-date (accurate) and accessible (easy to find) are two of the major challenges facing IT teams seeking to utilize a knowledge base. Key to maintaining any knowledge base is identifying 1) who does it serve and 2) what is it supposed to give them.