SOURCE: Vertical Solutions, Inc.

contact center, sCRM, CRM, service management, field service

October 21, 2010 18:54 ET

Vertical Solutions Integrates VServiceManagement With NetSuite Through SuiteCloud Platform

Integration Helps NetSuite Customers Cut Operational Costs and Improve Customer Relationships by Directly Linking Field Service Information With ERP

ORLANDO, FL--(Marketwire - October 21, 2010) -  Gartner Symposium ITxpo -- Vertical Solutions, Inc., a developer of service management solutions, today announced the integration of its VServiceManagement™ application with the NetSuite Cloud Computing Platform. VServiceManagement is a cloud-based CRM/field service management application that enables companies to close the loop between the home office and the field. Built using NetSuite Inc.'s (NYSE: N) SuiteCloud development platform, the combined solution can help NetSuite customers capture more revenue, strengthen customer relationships, and reduce operational costs through seamless integration between corporate financials and field service operations.

NetSuite's SuiteCloud is a comprehensive offering of cloud-based products, development tools, and services designed to help customers and commercial software developers take advantage of the significant economic benefits of cloud computing. The complete SuiteCloud offering includes NetSuite's multi-tenant, always-on SaaS infrastructure and the NetSuite Business Suite of applications: Accounting/ERP, CRM, and Ecommerce.

"Many of today's companies lose money managing contracts, warranties, rebates, and inventory, because they can't capture information from the field and act on it in a timely fashion," said Ron Wegmann Sr., CEO of VSI. "This integration closes the loop by sharing information between VServiceManagement and NetSuite ERP so that it is accessible to the whole enterprise."

CRM for Field Service
VServiceManagement performs a number of functions for managing and optimizing field service. It lets users create business-process workflows, develop Wikis for knowledge management, employ best-practice field-service techniques consistently across the enterprise, centralize and track field dispatch and scheduling, as well as time and expense reporting. It integrates these functions with NetSuite ERP, keeping applications such as accounting and inventory management up to date with field service activities.

Working with NetSuite
For NetSuite customers, the combined solution can perform:

  • Service management -- to help reduce invoice days and recover income lost via warranty, rebate, and contract management by capturing relevant field data and directing it to the NetSuite ERP system. Work order management, parts management, and invoicing are streamlined, and warranty terms and customer-specific pricing and response commitments are automatically applied to service activity.

  • Scheduling -- supports three options depending on size and complexity of field force: fully automated, semi-automated workforce management, and business rules-based dispatching.

Also, the integrated solution supports mobile device connectivity, so field techs can print invoices at the point of service, access real-time inventory information in their own and others' trucks, capture customer signatures, and link all information back to NetSuite's ERP system.

"The integration of VServiceManagement with NetSuite gives our customers increased control and consistency across field service processes and up-to-date billing and other field-service information back into NetSuite," said Guido Haarmans, Vice President Developer Programs at NetSuite. "Improved process control and information flow can help increase customer satisfaction, ultimately driving profitability and business growth."

For more information about the integrated solution, please visit www.suiteapp.com.

VSI has been positioned by Gartner, Inc. in the 2010 "Magic Quadrant for Field Service Management."(i) In addition, the company was listed in the "Magic Quadrant for CRM Customer Service Contact Centers."(ii) NetSuite has been positioned by Gartner, Inc. in the Visionaries quadrant of the 2010 "Magic Quadrant for E-Commerce."(iii) The Magic Quadrant research reports depict Gartner's analysis of how certain vendors measure against a defined set of criteria for that marketplace.

Gartner Symposium ITxpo is Gartner's flagship conference and a leading event for CIOs and senior IT and business strategists. For more information, visit www.gartner.com.

About the Magic Quadrant
The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About SuiteCloud

NetSuite's SuiteCloud is a comprehensive offering of cloud-based products, development tools, and services designed to help customers and commercial software developers take advantage of the significant economic benefits of Cloud computing. Based on NetSuite, the world's most widely used Software as a Service business application suite, SuiteCloud enables customers to run their core business operations in the Cloud, and software developers to target new markets quickly with newly created mission-critical applications built on top of mature and proven business processes. The complete SuiteCloud offering includes NetSuite's multi-tenant, always-on SaaS infrastructure; the NetSuite Business Suite of applications (Accounting/ERP, CRM, Ecommerce); the NS-BOS Development Platform; the SuiteCloud Developer Network (SDN), a comprehensive developer program for Independent Software Vendors (ISVs); and SuiteApp.com, a single-source online marketplace where customers can find applications to meet specific business process or industry-specific needs. For more information on SuiteCloud, please visit http://www.netsuite.com/developers.

About Vertical Solutions, Inc. (VSI)

Vertical Solutions, Inc. develops, implements, and supports best-in-class CRM Contact Center and Service Management solutions, including PowerHelp® and its new generation technology solutions, VContactCenter™, for internal, external, and hybrid contact centers, and VServiceManagement™, for customer support, field service, and mobile environments. These application systems are built on a SOA-compliant, cloud-based technology platform and are delivered as a service or on-premise in a private or public cloud environment. VSI's applications are flexible, integrate easily with legacy systems, and offer rapid deployment times, driving down TCO and delivering high ROI. VSI is headquartered in Cincinnati, OH, with offices and partners worldwide. For more information, visit www.VertSol.com or call 1.800.466.0238.

(i) Gartner "Magic Quadrant for Field Service Management, 2010" by Michael Maoz and William Clark, June 2010

(ii) Gartner, Magic Quadrant CRM Customer Contact Centers, Michael Maoz, 9 April 2010

(iii) Gartner, Magic Quadrant for E-Commerce, Gene Alvarez, 18 May 2010

Contact Information

  • Contacts:

    Kim Brault
    Marketing
    Vertical Solutions, Inc.
    Email Contact
    +1 513.891.7997

    or

    Alison Harris
    Harris Media Services
    Email Contact
    +1 207.829.4500