Intuitive Surgical switches to NetSuite CRM

Intuitive Surgical Inc., a maker of surgical robotics, has deployed NetSuite CRM.

The company, which serves hundreds of hospitals nationwide, is using NetSuite CRM to integrate and manage its business processes. With the NetSuite system, Intuitive Surgical can track sales leads with surgeons and hospitals and manage the lengthy sales cycle for its products. Intuitive Surgical will also use NetSuite CRM to track where and when its products are used and which surgeons are using them.

“We chose NetSuite because of its flexibility, and because its team was very responsive throughout the evaluation process,” said Ben Gong, a spokesperson for Intuitive Surgical. “We also switched to NetSuite because the things in our CRM system that we're tracking and that we want to track are more comprehensive than what we could track with our old system.”

Previously, Intuitive had been using Clarify CRM. Gong noted that the Clarify system had worked well for a while, but that the company's demands had become too big. Intuitive Surgical plans to increase the number of users in the field for its CRM system to more than 300.

Salesforce.com and Oracle were also considered in the evaluation process, but Intuitive went with NetSuite because of its flexibility, customization features and the speed with which the system could go live.