Scenario

The Online Customer Form in NetSuite captures lead, customer, or contact data from a website, integrating with CRM and ERP modules to automate data entry.

Solution

The form collects website visitor data, creating or updating Leads, Customers, or Contacts. Enable via Setup > Company > Enable Features > CRM > Online Forms and embed on a website.

Key Uses

• Lead Generation: Capture prospect details (e.g., Name, Email) for sales follow-up.
• Customer Onboarding: Collect billing/shipping info for new customers.
• Data Updates: Update existing customer profiles (e.g., address).
• Event Registration: Gather RSVPs for events, linking to CRM campaigns.
• Feedback: Collect inquiries, triggering support workflows.

Setup Steps

1. Enable Feature: Go to Setup > Company > Enable Features > CRM > Online Forms.
2. Create Form: Navigate to Customization > Forms > Online Forms > New > Online Customer Form. Set title and template (default or custom HTML).
3. Configure Fields: Add fields (e.g., Name, Email, custom fields) in Select Fields tab. Set labels, mandatory flags, and duplicate checks.
4. Set Rules: Choose to create new records (default: Lead) or update existing ones (e.g., match by Email).
5. Add Messaging: Include top (500 chars) or bottom (4,000 chars) messages.
6. Post-Submission: Set redirect URL, auto-reply email, or SuiteFlow triggers.
7. Publish: Enable form, get URL, and embed via iframe or link.

Customization

• HTML/CSS: Style to match website branding.
• SuiteScript: Validate inputs or prefill fields.
• SuiteFlow: Automate tasks (e.g., assign sales rep).
• Field Mapping: Map to NetSuite records.

Example

A “Request a Quote” form captures Name, Email, SKU, creating Leads tagged “Website.” SuiteFlow assigns to sales reps; 15% convert to Customers in 30 days.

Limitations

• Best for Leads/Customers/Contacts; other records need Suitelets.
• Updating records requires field matching; secure updates need Customer Center.
• Basic default templates; advanced logic needs SuiteScript.

Best Practices

• Use 10-15 fields for high completion rates.
• Ensure mobile responsiveness (e.g., width: 100%).
• Enable duplicate detection to avoid redundant records.
• Monitor via Saved Searches (e.g., Lead Source = Web Form).
• Test in sandbox; use HTTPS for security.

Reference

• NetSuite Help Center: Online Customer Forms