NetSuite Partner Replacement and Account Takeover
The implementation partner had disengaged. The account had undocumented customizations, three unresolved open issues, and no clear owner for ongoing support.
The challenge
The client had been live on NetSuite for fourteen months when their implementation partner disengaged without a formal handoff. The account had a customization layer built during implementation: eight SuiteScript scripts covering purchase order generation, approval routing, and item fulfillment; three SuiteFlow workflows managing invoice approval and customer notification; and a suite of saved searches and dashboards configured for the finance and operations teams.
None of it was documented. When the partner left, the client had no record of what each script did, which workflows depended on which scripts, or how to safely modify any of it. Three issues that had been open with the partner since before disengagement were unresolved: a script error appearing on high-volume transaction days, an approval workflow routing to a deactivated user, and a saved search returning incorrect aging data for a subset of customers.
What we built
We began with account access: NetSuite role provisioning, Sandbox access, and a review of the existing customization layer before touching anything. Within the first week, we produced a customization inventory documenting each script by ID, type, and trigger, each workflow by entry condition and action, and each saved search by criteria and intended audience. The inventory identified the dependency between the approval workflow and the deactivated user immediately.
The three outstanding issues were prioritized by operational impact. The deactivated user routing was corrected in the first week. The saved search criteria error, which was filtering on a field that had been reclassified after go-live, was corrected in the second week. The script error on high-volume days required more investigation: the root cause was a governance limit issue on the Map/Reduce script used for PO generation, fixed by restructuring the input data stage to process in smaller batches. All three fixes were tested in Sandbox and deployed to Production within the first month.
The result
The account had a documented customization layer and a functional support relationship within two weeks of engagement start. The three issues that had been unresolved with the previous partner were closed before the end of the first month. From that point, the client moved to a monthly retainer covering ongoing administration and development.
The account documentation produced during onboarding became the foundation for all subsequent support work: each new request is evaluated against the documented customization layer, and each change is added to the documentation as it is deployed. The client no longer faces the situation they were in at handoff, where no one could safely modify the account without risk of breaking something undocumented.
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