Implementing NetSuite as your ERP system is a strategic move that can transform how your business operates. But once the system is live, one major decision remains: Who will manage and support it? Choosing between in-house support and outsourced NetSuite support can have long-term implications for system performance, scalability, and cost-efficiency.
Each approach has its strengths and weaknesses, and the right choice depends on your company’s size, resources, complexity of operations, and long-term goals. In this article, we’ll compare in-house and outsourced NetSuite support to help you determine the best fit for your business.
What Is NetSuite Support?
NetSuite support refers to the ongoing management, optimization, and troubleshooting of your NetSuite instance. This includes:
- User training and onboarding
- Workflow and SuiteFlow adjustments
- Script maintenance (SuiteScript)
- Troubleshooting errors and performance issues
- Role and permission management
- Data imports and cleansing
- Third-party integrations
- Applying updates or changes from NetSuite releases
Whether handled internally or externally, these tasks are critical to ensuring NetSuite runs efficiently and continues to meet evolving business needs.
In-House NetSuite Support
What It Means
An in-house support team involves hiring employees (typically admins, developers, or analysts) who work full-time within your organization to manage and support NetSuite.
Pros of In-House NetSuite Support
1. Deep Internal Knowledge
In-house teams develop a strong understanding of your business processes, team workflows, and industry-specific requirements. This leads to quicker issue resolution and better alignment with company goals.
2. Immediate Access
Internal staff are always available during business hours—or even off-hours if needed. There’s no need to wait on external tickets or queues.
3. Greater Control
You have full oversight of your NetSuite environment, development priorities, and security protocols. In-house staff can be held accountable for performance.
4. Faster Customization
Minor tweaks, report changes, or role modifications can be handled on the fly without waiting on external service schedules.
Cons of In-House NetSuite Support
1. High Cost
Hiring, training, and retaining experienced NetSuite professionals—especially developers or solution architects—can be expensive. Salaries, benefits, and training costs add up quickly.
2. Limited Expertise
A small internal team might lack advanced or specialized skills across all NetSuite modules (e.g., SuiteCommerce, integrations, manufacturing, financials). This can limit your ability to optimize or expand the system.
3. Resource Bottlenecks
In-house teams often juggle multiple tasks. If one team member is sick, leaves the company, or is overwhelmed, support can suffer.
4. Maintenance Burden
Ongoing platform updates, compliance requirements, and integration issues place additional maintenance responsibility on your internal team.
Outsourced NetSuite Support
What It Means
Outsourced support involves contracting a third-party provider or managed services firm to handle some or all of your NetSuite support needs. Services can range from ticket-based support to ongoing development, training, and strategic planning.
Pros of Outsourced NetSuite Support
1. Access to Broad Expertise
Outsourcing gives you access to certified NetSuite professionals, including functional consultants, developers, integration specialists, and industry experts—without having to hire each role individually.
2. Scalability
You can easily scale support services up or down based on your business needs. Whether it’s a one-time project or ongoing support, you only pay for what you use.
3. Cost Efficiency
Outsourcing eliminates the overhead of hiring full-time staff. Most providers offer flexible pricing models, such as hourly, monthly retainer, or project-based fees.
4. Around-the-Clock Coverage
Many NetSuite partners provide global support with extended hours or 24/7 availability, which is ideal for companies operating across time zones.
5. Ongoing Optimization
A good provider proactively recommends improvements, automation, and enhancements that help you get the most from your NetSuite investment.
Cons of Outsourced NetSuite Support
1. Less Familiarity with Internal Processes
External consultants may require onboarding time to understand your specific business rules and custom workflows.
2. Potential Delays
Depending on your service level agreement (SLA), ticket resolution or project turnarounds may be slower than with an in-house team.
3. Limited Control
You’ll need to rely on external timelines, processes, and quality assurance practices. If not managed well, this can lead to communication gaps or mismatched expectations.
4. Security and Compliance Risks
Although most reputable providers follow strict security protocols, giving a third party access to your ERP system always carries some degree of risk.
In-House vs. Outsourced NetSuite Support: Key Comparison Table
Feature/Factor In-House Support Outsourced Support
| Cost | High (salaries + training) | More flexible and scalable |
| Expertise | Limited to internal skillset | Access to a full range of experts |
| Availability | Business hours (or custom) | 24/7 or extended availability |
| Control | Full internal control | Shared with external partner |
| Scalability | Limited without hiring | Easily scalable based on needs |
| Knowledge of Business | Deep understanding | Requires onboarding |
| Speed of Execution | Immediate for small tasks | May involve wait times |
Which Is Right for Your Business?
The decision ultimately depends on your organization’s size, resources, and goals. Here’s a breakdown to help guide you:
Choose In-House Support if:
- You have a large organization with the budget to hire full-time NetSuite professionals.
- Your NetSuite environment is highly customized and central to your daily operations.
- You require frequent system adjustments and quick turnaround times.
Choose Outsourced Support if:
- You’re a small to mid-sized business without the budget for a full in-house team.
- You want access to expert advice and support without long-term staffing commitments.
- Your needs are project-based, seasonal, or tied to growth phases like new integrations or module implementations.
Hybrid Approach: The Best of Both Worlds?
Many companies adopt a hybrid approach, combining a small in-house team with outsourced support for complex tasks or overflow work. This model provides internal knowledge and immediate response while leveraging external expertise and scalability when needed.
Final Thoughts
Whether you choose in-house or outsourced NetSuite support, the goal is the same: to ensure your ERP system is reliable, efficient, and continuously aligned with your evolving business goals.
Evaluate your internal capabilities honestly, understand your business needs, and don’t hesitate to ask potential providers for case studies, references, or trial periods. With the right support model, your NetSuite environment can become a true engine for growth.
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