Fueled for Growth: Generator Source’s Path to Doubling Revenue with Oracle NetSuite Field Service Management

Powering Expansion: How NetSuite Enabled Generator Source to Scale into New Business Lines

When CFO Mark Schmidt joined Generator Source in 2021, he found an organization committed to customer service and quality, hindered by a legacy ERP system that had served its purpose but could no longer keep up. With this outdated system, high-volume transactions in areas like rentals and e-commerce were a challenge, and team members spent a lot of time on routine tasks like updating their accounting system, checking inventory levels, and searching for information that wasn’t readily available.

NetSuite offered the flexibility and adaptability Generator Source needed to bring together multiple business lines, so the company  could grow its offerings without adding burdensome manual work. With NetSuite as a foundation, Generator Source can continue to expand its services and improve operations without compromising quality or speed. NetSuite also provides a platform for integrating other key enterprise applications, such as Avalara for sales tax calculation, and Amazon and Shopify for seamless order to cash process.

“The right ERP system isn’t just an accounting tool; it’s a foundation that drives efficiency across every business area.”

– Mark Schmidt, CFO, Generator Source

Recognizing the Need for Streamlined Field Service Management

Without a dedicated field service management application, Generator Source relied on Google Calendar to manage service appointments. This setup presented several challenges:

• Inefficient Scheduling: Schedulers could not automatically route technicians based on region, skill, or site history, resulting in suboptimal travel plans and fewer customer interactions per day.
• Limited Site Information: Technicians arrived at service appointments lacking visibility into the site’s service history and current inventory levels, leading to potential delays and missed opportunities for effective repairs.
• Manual Sales Processes: Upselling during service visits required a return to the office for quote generation, resulting in delays and reduced conversion rates.
• Lack of Mobile Access: Technicians operated with limited information, lacking mobile access to service appointment details.

With NetSuite Field Service Management, Plative and Generator Source were able to implement key features that solved these challenges and more: 

Field-Based Upselling: Technicians gained the ability to create quotes and email them directly from the field, promoting immediate up-selling opportunities.

Advanced Scheduling System: The new system enabled smart scheduling, routing technicians efficiently based on skill, repair history, and geographic location. This allowed them to maximize the number of appointments in a day and minimize travel time.

Enhanced Inventory and Information Access: Technicians were empowered with mobile access to up-to-date inventory levels. They could also view detailed site service history, allowing better-prepared service visits.

“Our goal was to grow beyond just refurbishing generators and to offer customers a comprehensive solution that includes service, rental, and financing options.”

– Mark Schmidt, CFO, Generator Source

Integrating Salesforce and a Shopify Web Store with Celigo

Plative used Celigo to integrate Salesforce with NetSuite for accounts and contacts with customers and contacts, opportunities to sales orders, items (including overall inventory in NetSuite) to Salesforce products, and payments, credit memos, and deposits to Salesforce payments and credits records. 

Generator Source’s Shopify Web Store was also integrated with NetSuite using Celigo to capture customers, orders, fulfillment, products, and all billing and payment information so that customers could check out online for their products and manage all billing and payment information.

Partnering with Generator Source to Build a Scalable and Integrated Field Service, Order Management, and ERP Solution

Working closely with Generator Source, Plative configured NetSuite to support its evolving business structure across rentals, services, e-commerce, and more. Plative and Generator Source collaborated to define essential processes for a smooth go-live and set plans to add new features as the business continues to grow. The approach centered around creating a flexible system that would streamline routine tasks, such as billing and scheduling, and improve cross-department communication.

For Generator Source, the technology partnership with Plative represents a lasting investment in operational excellence and customer satisfaction. Reflecting on the project, Mark emphasizes the value of having a knowledgeable, can-do partner.

“What I value most about working with Plative is that they never say “no”. Instead, they explore existing options, assess trade-offs, and help clarify the best solution. As a CFO, I appreciate this approach, as it aligns with my role of finding a way forward. Plative consistently meets me with that same mindset.”

– Mark Schmidt, CFO, Generator Source