Ever watched a basketball game where a brilliant assist leads to the perfect shot? That seamless coordination, the anticipation of needs, and the flawless execution that makes everyone look good – that's exactly what your NetSuite support should feel like.
But for most businesses, it doesn't. Not even close.
The reality: You're likely losing $13,000-27,000 annually per NetSuite user due to avoidable inefficiencies. Your team wastes 12+ hours per week navigating support systems that should be helping, not hindering them. And those implementation timelines? They're typically 40% longer than necessary, directly impacting your bottom line.
Instead of the perfect assist, you're stuck waiting days for responses (the industry average is 36 hours for Tier 1 support), explaining your business processes repeatedly to different consultants (with an average of 3.7 handoffs per ticket), and watching your NetSuite implementation costs spiral while productivity stalls.
The numbers tell the harsh truth: companies typically waste 40-60% of their NetSuite support budget on inefficiencies, delays, and misaligned solutions – that's $78,000 annually for the average mid-sized business.
When Your NetSuite Support Feels Like a Dropped Ball
Most businesses expect straightforward service from their NetSuite support: fast replies, seasoned professionals who understand their business, and minimal back-and-forth.
Yet the market consistently fails to deliver on these basic expectations, creating a gap between what companies need and what they receive.
You've likely experienced some of these pain points yourself:
- Waiting 48+ hours for responses to urgent issues that are costing you money every minute.
- Being passed between multiple consultants who each need the problem re-explained.
- Paying premium rates for junior-level support with limited NetSuite expertise.
- Watching your pre-purchased support hours expire while your issues remain unsolved.
- Receiving generic solutions that don't align with your specific business processes.
You have options, of course. But none of them seem quite right.
The Three Support Paths Most Companies Choose
When facing NetSuite support challenges, businesses typically consider three options. Each has merits, but also significant drawbacks that can affect your bottom line and operational efficiency.
Path 1: Build In-House Expertise
The appeal: Direct control, dedicated resources, deep understanding of your business.
The reality: Prohibitively expensive for most organizations. A qualified NetSuite administrator commands a $100K+ salary, while comprehensive coverage requires multiple specialists with varied expertise.
Path 2: Standard NetSuite Support
The appeal: Direct access to the software creator.
The reality: High costs, lengthy response times, and consultants who don't understand your specific business needs or industry context.
Path 3: Traditional Third-Party Support
The appeal: Potentially lower costs than direct NetSuite support.
The reality: Inconsistent quality, knowledge gaps, and the same frustrating response delays with consultants who lack cross-platform expertise.
Enter the "Perfect Assist" Philosophy
Stockton10 emerged as a response to these exact frustrations. Named after one of basketball's legendary assist-makers, we've built our entire approach around making you look good while we work behind the scenes.
When you have the right people and establish efficient processes, support becomes surprisingly seamless. It's this realization that drives our approach to NetSuite support.
Our results speak volumes:
- Up to 63% average cost savings compared to traditional support options.
- Under 30-minute response time guarantee – or your money back.
- 95% client satisfaction rating across 100+ completed projects.
- Flexible plans with 120 hours/year (Lite) or 240 hours/year (Professional) to match your needs.
- No 30-day expiration on your purchased hours when you renew within 30 days.
The Filipino Talent Advantage You Haven't Considered
Here's something most NetSuite users don't realize: The backbone of the global NetSuite Support Center is Filipino talent. At Stockton10, we've created an environment where this exceptional talent can thrive.
Filipino professionals form the core of NetSuite's global support infrastructure, but thriving in the right environment makes all the difference. From our experience working with Filipino NetSuite specialists, we've seen that exceptional talent delivers world-class results when given the right platform and opportunities.
This isn't outsourcing as you know it – it's accessing world-class NetSuite expertise at rates that make financial sense.
Beyond Band-Aid Solutions: The Vision Approach That Sets Us Apart
One common misconception we encounter is that NetSuite can solve all business problems automatically. The reality is that business leaders need to understand the platform's limitations and work within them rather than force-fitting solutions.
Many companies end up with expensive band-aid solutions that address symptoms rather than root causes.
This misconception costs businesses significantly in failed implementations and ineffective workflows. When companies approach NetSuite with unrealistic expectations or without proper strategic planning, they inevitably struggle with implementations that don't truly serve their needs.
Our approach at Stockton10 fundamentally differs in four critical ways:
1. Understanding your business vision for NetSuite implementation.
- We conduct thorough discovery sessions to map your actual business processes.
- We identify process inefficiencies that software alone can't fix.
- We establish clear KPIs to measure implementation success beyond just "getting it working".
2. Asking the right questions to grasp your unique business processes.
- Our consultants bring 3-15 years of experience in their respective fields.
- We speak your industry language, not just technical jargon.
- We identify critical business requirements that generic templates miss.
3. Communicating solutions clearly without technical complexity.
- We translate technical concepts into business outcomes.
- We provide regular, jargon-free updates on the implementation progress.
- We ensure your team understands the "why" behind every recommendation.
4. Building long-term strategies that evolve with your business.
- We create roadmaps that align with your growth trajectory.
- We implement solutions with scalability built in from the start.
- We conduct regular reviews to ensure your NetSuite environment continues to serve your evolving needs.
The Perfect Assist in Action
A client in the trading industry came to us with a highly manual lead-to-order process that was consuming their sales team's valuable time.
Each new customer required 5-30 minutes of manual data entry from website sign-ups to NetSuite lead creation, and contract processing errors added another 1-3 hours per customer each week.
We identified that an integration between DocuSign, NetSuite, and their website platform could transform this process. However, we quickly discovered significant limitations:
- DocuSign's SuiteApp had limitations on field capturing and integration with NetSuite's workflow tools.
- NetSuite itself had limitations on workflow email notifications for customer portal access.
- The client needed to maintain their website's specific look and format.
Rather than delivering a partial solution, we created:
- A custom Map/Reduce script to automate the validation of contract signing from DocuSign.
- A scheduled workflow action script to trigger customer portal access provisioning.
- A custom online marketing form using HTML/CSS that maintained the client's branding requirements.
The result? A fully automated lead-to-order process that redirected sales team resources from administrative tasks to high-value activities like customer retention and acquisition initiatives.
What Our Clients Are Saying
The difference in our approach is reflected in the real results we deliver and client feedback:
"I was most impressed by Stockton10's dedication to providing personalized and responsive support." - Executive from a global distribution company
"Stockton10 worked with us to ensure we got the desired result we were after. They continued to work with us until it was perfect." - Operations Manager in the manufacturing sector
"This ticket was our first support request with Stockton10. We had excellent communication with the Stockton10 Team, and we are impressed by the quality of their work and their deep knowledge of the NetSuite platform. Thank you very much for all the attention you have paid and for your efforts to solve our problem in such a short time." - IT Manager at a shipping services company.
More Than Just Support: Transformation
A healthcare organization came to us needing to optimize their revenue cycle process. Their challenges included manual invoice creation, inefficient collection tasks, and manual revenue recognition that was both time-consuming and error-prone. To complicate matters, a key team member was scheduled to take leave, threatening continuity.
Instead of a band-aid fix, we implemented comprehensive solutions:
- Custom invoice sending automation
- Specialized dunning letter workflow
- Automated revenue recognition solution
- Deposits automation
The tangible results were significant:
- 70% reduction in manual invoice and collection tasks, freeing up internal staff resources
- 100% automation of revenue recognition, improving accuracy and compliance
- Comprehensive documentation and knowledge transfer to ensure continuity despite the key team member's absence
We didn't just solve immediate problems – we created capacity for their team to focus on strategic initiatives rather than administrative tasks.
Common Questions About Switching Support
Can you take over my ongoing projects if I'm currently under contract with another provider?
Yes, we specialize in smooth transitions. We'll work with you to assess the current status, review existing contracts, and manage a seamless handover of assets and documentation, ensuring minimal disruption throughout the process.
Do the hours purchased in a service package have an expiration date?
Yes, hours typically have an expiration date as outlined in your agreement. However, you can fully carry over unused hours when you renew within 30 days of expiration and purchase a minimum of 30 additional hours.
How quickly can we get started?
Support typically begins within 1-2 business days after signing the agreement and making the down payment. During busy periods, it may take up to 5 business days to complete setup.
Is your NetSuite support only reactive or also proactive?
Our support is both reactive and proactive. We not only address issues as they arise but also conduct regular health checks, optimize your system, and identify potential issues before they impact your business operations.
Can we utilize your NetSuite expertise on an advisory basis?
Absolutely! We provide strategic guidance and recommendations to optimize your setup, offer insights on customizations and integrations, and assist with future growth planning aligned with your business goals.
The Perfect Assist Awaits: What Makes Stockton10 Different
Just as a great basketball assist puts the scorer in the perfect position to succeed, the right NetSuite support partner empowers your business to thrive, making complex processes look effortless.
But why should you believe us when everyone makes similar promises?
The difference is in the results:
- Our clients report an average 37% decrease in total NetSuite operational costs after partnering with us
- 91% staff retention rate means you explain your business once, not repeatedly, to new consultants.
- 30-minute guaranteed response time ensures your issues are addressed promptly.
- Flexible support plans with 120 hours/year (Lite) or 240 hours/year (Professional).
- Cross-platform expertise across NetSuite, Microsoft, SAP, and Oracle systems.
Stockton10 was built around a simple premise: delivering the support experience we wished existed when we were in your shoes. Fast, knowledgeable, and genuinely committed to your success.
Consider this: What would your team accomplish if NetSuite support wasn't consuming their time and energy? What strategic initiatives could you advance if your ERP system truly became the competitive advantage it was meant to be?
Curious if we're the right fit? Let's talk! No high-pressure sales tactics, just an honest conversation about your NetSuite challenges and how we might help.
Book a call with Stockton10 right now. We've helped businesses across Singapore, the Philippines, Australia, and North America transform their NetSuite experience.
The perfect assist is waiting. All you need to do is pass the ball.
