This post was written by Ilyaad Damree - 7X Certified NetSuite Consultant and the Tech Reviewer for the third edition of the NetSuite for Consultants book. He provides guidance here for consultants on how to stay sane in the rush-rush world of client consulting. Solid advice for sure. (Thanks Ilayaad!)
1. You Are on a Mission, Not a Vacation
Being onsite is about supporting the client, not sightseeing. Your hotel, travel, and daily schedule should be optimized around the project. Arrive early, and if users work late, be prepared to extend your availability so that no one feels unsupported.
2. Prioritize Physical Presence
When you are onsite, the users in front of you are your top priority. Answer their questions and resolve their issues promptly. Internal calls (Teams/Zoom/Google Meet) should come second unless absolutely critical. The client expects you to be there for them.
3. Be the Go-To Expert
The client sees you as the NetSuite expert, regardless of the functional area (finance, marketing, order-to-cash, etc.). Even if a request is outside your direct expertise, assist the user and then escalate to the right colleague. Avoid responses like “This is not my scope.” Instead, position yourself as the bridge to the right resource.
4. Understand the Real Goal of Onsite Support
Onsite support is not about formal training sessions, data migration, or configuring dashboards. It’s about building user confidence in the system and helping them adapt. While technical fixes (scripts, workflows, etc.) can be handled remotely, your onsite presence is to provide psychological reassurance and guide users through the change.
5. Engage Beyond Issues
Don’t wait for only “blocking issues.” Regularly check in with users, listen to their concerns about processes that feel too long or complicated, and note potential improvements. Post-GoLive is the best moment to capture valuable feedback that will help refine the system and deepen your understanding of the business.
Thanks to Pexels for the photo.