Supporting Microsoft Dynamics GP

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Choosing Microsoft Dynamics GP is a good business decision for just about any company across all industries.   I am probably a bit prejudiced since I sell Dynamics GP and its associated products.  GP solves not only accounting, manufacturing, distribution, but niche business processing issues.   My job is also a lot of fun; I meet new people everyday, I learn about many business processes and industries.  In my sales process I discuss our implementation process in detail, but often the prospect and I are so focused on getting the software decision made that we don’t talk about what happens after go-live.  I admit it, I am not perfect, and I forget to tell our customers about all our service offerings.   Custom Information Services has network services, servers, phone systems, managed services, hosting, report writing with SQL Reporting Services (SRS), Crystal, SmartConnect, SmartList Builder, Integrations, GP customizations (rarely needed), etc.,  and of course our GP support team.  I don’t like bringing the whole ‘truck’ with me on a sales call, I think it confuses my real focus; solving the prospect's issues with new business software.  

It is important for resellers to notify the buyer of what they are buying including the annual maintenance and support plans.  Custom Information Services strongly recommends that customers stay on maintenance.   Paying your annual maintenance ensures you have access to CustomerSource which includes: payroll updates, software updates and patches, FREE online training for GP, Knowledge Base , paid support calls (the number of calls varies based on the maintenance/support plan you purchase).  Keeping your initial investment supported also ensures you can upgrade and stay on a supported version of your software.  Why make the investment and then not keep it current?  Customers should upgrade at least every other version. 

Ask your reseller what you can expect to pay in annual maintenance so you can include it in your future budgets. You should also expect your reseller to charge you for support calls.  Keep in mind that our goal is to get you self sufficient during our implementations.  However we are available when you need us -  we don’t desert you after go-live.

Hire someone new?  Use the tools you purchased from GP.  Have them go through the GP Orientation eLearning and then if desired, have them go through the eLearning for the module (s) they will be working with.   I am confident you will have fewer questions on how they should be doing their day to day work.   By the way, I use the help functions in GP all the time in preparing for a demonstration.  I have also gone through the eLearning. 

Our certification requirements for GP include classes, eLearning and then testing at Prometrics.   But there is value from the training; it helps us support our customers better.    

When you buy your new GP software you have access to CustomerSource.  Please use it!  I recommend that you get a Windows Live ID, if you don’t have one, as soon as you sign the sales order.  You have to have this to login for access to CustomerSource.  Add to your safe domain email list.

Custom Information Services also offers the following for supporting our customers after implementation
For post go live support issues please use our support request email address:– or call 817-640-0016 and speak to our customer service team that notifies our consulting team.   This should be the way you request support assistance after you go live.  Emailing the consultant directly is best during the implementation. Sending email to connects the sent email address to your company records in our service management software.  The email becomes a support ticket so it is important to include a summary of your issue in the subject line, i.e., GP New Hire Setup Needed.  The customer service manager then schedules the appropriate consultant or tech to take care of your issue.  

Going through the customer service department allows for more visibility of your issue to our team upon receipt of your call or email and until the ticket is closed.  You also receive emails updating you on your ticket status.  

CIS has completed implementations for 20 years and has many active customers.  We make every effort to assist our customers and welcome feedback at anytime. 

 If you care to comment on the information above or have any questions please feel free to contact me at 817-640-0016 x 109 or by emailing me at

by Custom Information Services, a Microsoft Dynamics GP Partner in North Texas

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