Oracle NetSuite CRM Implementation in the Manufacturing Industry 

Overview

About the Client

A mid-sized manufacturing company specializing in industrial machinery and components, operating across multiple regions. With a growing customer base and expanding product lines, the company aimed to improve customer relationship management, sales tracking, and service efficiency. 

Challenges Faced 

The client faced several business and operational challenges due to outdated legacy systems: 

• Disconnected sales, marketing, and customer service processes 

• Lack of real-time visibility into customer interactions and sales pipeline 

• Manual reporting leading to delayed decision-making 

• Poor collaboration between regional sales teams 

• Difficulty in managing post-sales service and renewals 

Our Solution 

We implemented Oracle NetSuite CRM to unify the client’s customer engagement processes. Our approach focused on: 

• Centralizing customer data and communication history 

• Automating lead-to-cash processes 

• Enabling real-time sales performance tracking 

• Integrating CRM with finance and inventory modules for end-to-end visibility 

• Setting up customized dashboards and role-based access for teams 

Technology & Tools Implementation 

• Oracle NetSuite CRM – Core platform for customer relationship management 

• NetSuite Sales Force Automation (SFA) – For tracking leads, opportunities, and quotas 

• NetSuite Customer Service Management – To handle support cases and service contracts 

• Custom Reports & Dashboards – Built using SuiteAnalytics for real-time insights 

• SuiteFlow & SuiteScript – Used to automate custom workflows and business logic 

• Integration Tools – Connected CRM with third-party email marketing and ERP systems 

Results

The Impact and Outcome 

The Oracle NetSuite CRM implementation delivered measurable improvements: 

• 25% increase in lead conversion rate within the first six months 

• Real-time visibility into sales pipeline and forecasts 

• Improved collaboration between marketing, sales, and service teams 

• Faster response times and improved customer satisfaction 

• Reduced manual efforts with automated workflows and centralized data 

• Scalable CRM infrastructure ready to support future business expansion 

This transformation empowered the manufacturing client to operate with agility, deliver better customer experiences, and drive consistent growth across regions.