How to Enable Multi-Contact Reminders in NetSuite

📌 When reminders are sent to just one contact per customer account, critical updates can be missed, especially in larger organizations where multiple stakeholders manage billing, payments, or subscriptions. Oracle NetSuite enables teams to set up multi-contact reminders, ensuring that important notifications reach all relevant parties.

Steps to Enable Multi-Contact Reminders per Customer Account 

Step 1: Enable the Multi-Subsidiary Customer Feature (If Applicable)

• Navigate to Setup > Company > Enable Features > CRM
  
  
• Check the box for Multi-Subsidiary Customer
  
  
• This enables broader customer linking, which is useful if reminders vary by subsidiary or business unit

Step 2: Configure the Customer Record with Multiple Contacts

• Open the Customer Record, then scroll to the Contacts subtab
  
  
• Add all relevant contacts who should receive reminders
  
  
• Ensure that each contact has an accurate email address and appropriate communication preferences

Step 3: Create a Saved Search for Reminder Recipients

• Go to Lists > Search > Saved Searches > New and choose Customer as the record type
  
  
• Add criteria to filter the audience for example, customers with overdue invoices or upcoming renewals
  
  
• On the Email subtab, check Available as a reminder to make it selectable in the Reminders portlet
  
  
• Optionally, define an Email Template with merge fields for invoice number, due date, and customer name
  
  
• On the Results subtab, choose the fields that should appear in the email (e.g., contact name, transaction status)

Step 4: Set Up the Reminders Portlet on Dashboards

• Add the Reminders portlet by clicking Personalize Dashboard
  
  
• In the setup menu, select the saved search created in Step 3
  
  
• This allows users to view real-time customer reminders each time they log into NetSuite

Step 5: Build a Workflow for Automated Multi-Contact Reminders (Optional)

• Navigate to Customization > Workflow > Workflows > New
  
  
• Choose Transaction as the record type (or Customer, depending on your use case)
  
  
• Set conditions based on events such as Invoice Creation or Subscription Expiry
  
  
• Add an Email Action, choosing your saved search as the recipient source
  
  
• Customize the workflow to run on a scheduled basis or in response to record changes

Step 6: Configure Global Email Preferences

• Go to Setup > Company > Email > Email Preferences
  
  
• Choose a default sender address and enable Summarize Scheduled Emails to reduce inbox overload
  
  
• Ensure that reply-to settings and SPF configurations are correctly set up to prevent deliverability issues

Step 7: Test and Refine Before Going Live

• Run tests with a small set of contacts to validate email formatting, content, and delivery
  
  
• Refine saved search filters or email language based on feedback
  
  
• Consider using a sandbox account for safe testing before activating in your live environment

Pro tip: Growfin extends NetSuite emails by letting you personalize outreach to multiple stakeholders, automatically escalating communication based on customer behavior, and eliminating the need to track reminder logic manually. To learn more check out the Bridging the Receivables Efficiency Gap: Going beyond NetSuite webinar!

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