When SuiteCommerce goes live, businesses should invite customers to access their accounts. Adjusting the email template ensures it reflects your brand and helps prevent it from being marked as spam.
Note: This article may contain technical details. If you're not familiar with NetSuite, it's advisable to consult with a NetSuite expert or partner about the steps in this guide for updating the template.
What is the Customer Center Access Email?
At the launch of a SuiteCommerce site, your organization will need to invite customers to access their accounts so that transactions and profile updates are recorded against each customer’s profile. This can be done in one of two ways:
You can send customers the customer center access email notification, allowing them to create a new password for account access (this is the most common method and is detailed below).
Alternatively, you can manually set passwords for all customers and communicate that to them via email.
Why Modify the Standard Access Email Template in NetSuite?
Adjusting the email template helps ensure that the communication matches your company’s branding and reduces the risk of landing in customers’ spam folders. Having a clear and consistent message at the launch is vital for effectively encouraging customers to access their accounts on your new site.
To implement these changes, you first generate a custom email template and then set this new template as the preferred customer center access format for each subsidiary of your company.
I've outlined the necessary steps below. Almost every SuiteCommerce business will need to refresh this template.
Overview of the Standard Customer Center Access Email Template
This email template is sent to new customers when you choose “Send Notification Email” on the customer record and save it. This is the usual method for customers to gain initial access and set a password for their accounts at launch.
Access this checkbox by clicking Edit on a customer record.
Navigate to the System Information Tab, then the Access Subtab. (In some cases, companies may relocate this subtab, so don’t worry if you don’t find it in the usual spot.)
Check the Give Access and Send Notification Email boxes, then save the Customer Record.
Note: The access notification email will be dispatched only if the Give Access checkbox wasn't checked earlier. To resend the email, deselect Give Access and save the customer record. Then, reselect Give Access and Send Notification Email, and save the Customer Record again.
Steps to Modify the Email Template
The Customer Center Access Email Template comes with NetSuite-specific branding, making it a good idea to customize it to reflect your branding and messaging. This distinction reassures customers that the email originates from your company, not from NetSuite.
First, customize the existing template.
To navigate to the template: Setup > Company > System Email Templates > Standard Customer Center Access Email > Customize.
Make the necessary alterations to the template and save your new email template file.
Then, update your subsidiaries to utilize the new email template as the default option.
To access your subsidiaries: Setup > Company > Subsidiaries.
Choose Edit Subsidiary > Preferences, and then modify the “Customer Center Email Template” field to include your newly created template.
Ensure the “Customer Center Email Template” field is updated across all relevant subsidiary records.
Note: You may not have any subsidiary records set up in your NetSuite account. If the subsidiaries tab is missing, navigate to Setup > Company > Email Preferences. Go to the Templates Subtab and update the “Customer Center Email Template” field with your new email template.
Standard Access Email Your Customers Will Receive Without Modifications
If you do not make any updates to the template, this is the standard access email that customers will get:
