NetSuite’s Online Customer Form lets you capture website leads straight into your CRM—no manual entry required. Below is a step-by-step guide on how to set up your online customer forms in NetSuite.
Step 1: Create a New Online Customer Form
- Go to Setup > Marketing > Online Forms > New.
- Choose Customer (Lead) as the record type and give the form a clear name (e.g., “Website Contact – North America”).
Step 2: Select Fields (what the visitor sees & what NetSuite stores)
- Open the Select Fields tab.
- Add the fields you want on the form (e.g., First Name, Last Name, Company, Email, Phone, Lead Source, any custom fields).
- In the Mandatory column, check required fields (Email is a common must-have).
- In the Update columns, decide whether each field should update the Customer and/or Contact record when the submission matches an existing record.
- Tip: Set Email to update Contact, and Company to update Customer when appropriate.
- Arrange field order and add help text where useful.
Step 3: Configure Workflow/Behavior
Open the Set Workflow (or Setup/Preferences) tab to define what NetSuite does with each submission:
- Create as Companies: Choose whether submissions create companies (B2B) or individuals (B2C).
- Lead Status: Set the default Lead Status (e.g., “Unqualified” or “Marketing Qualified”).
- Default Subsidiary: If you use OneWorld, pick the default subsidiary for created records.
- Redirect to URL: After submit, send users to a Thank-You page (paste your URL).
- Handle Duplicate Entries: Choose how to detect/resolve duplicates (commonly match on Email) and whether to merge/update or create new/reject.
- Notifications:
- Customer notification (auto-reply/confirmation email).
- Sales rep notification (alert assigned rep or a distribution address).
- Custom Code: Add optional custom JavaScript/HTML for tracking, extra validation, or styling.
Step 4: Layout & Branding (optional but recommended)
- Use the Layout/Appearance options to add a header, instructions, and basic styling.
- For deeper branding, use custom HTML/CSS (within the form) or style the page where you embed the form.
Step 5: Publish & Embed on Your Website
- Save the form to generate the Publishable Form URL.
- Embed options:
- Direct link: For Example ink your “Contact Sales”/“Get a Quote” button on your website to the publishable URL.
- Embed (iframe):
- <iframe src=”https://forms.netsuite.com/app/site/crm/externalleadpage.nl?formid=XXXX” width=”100%” height=”800″ frameborder=”0″></iframe>
- HTML snippet (if provided): Paste into your CMS/web page.
Step 6: Test End-to-End
- Submit a test entry.
- Verify a Lead/Customer + Contact was created with correct status, subsidiary, and field updates.
- Confirm duplicate handling, redirect, and notifications work as expected.
References
Gartner. (2023). Enterprise Resource Planning (ERP) Insights. Retrieved from Gartner: https://www.gartner.com/en/information-technology/topics/enterprise-resource-planning