Managed Support Services: Maximizing Your Dynamics 365 Investment

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No doubt you’re reaping the many benefits of your Dynamics 365 ERP investment. With improved and streamlined business processes, comprehensive reporting, and the elimination of data silos, you’re already leaps and bounds ahead of where you were before. But the journey of digital transformation doesn’t end here.

To derive the most value from your ERP investment, continuous improvement is key. You’ll continue to find things to optimize, and then there will be upgrades and the occasional problem that needs expert attention to resolve.

That’s why engaging Managed Support Services is key. These services ensure that your Dynamics 365 setup not only meets current business needs but is also equipped to handle future growth and changes.

Group of business people have a meeting with their mobile devices and shake hands. Enhanced Managed Services create a partnership between Dynamics 365 experts and your business.

The Role of Managed Support Services

Managed Support Services offer a comprehensive approach to managing your ERP and CRM platforms. Let’s delve into their key roles:

Proactive Planning and Execution

Managed Support Services aren’t just about resolving current issues; they’re about anticipating future challenges. They help create a dynamic environment where your ERP and CRM systems can adapt and grow with your business needs.

  • Strategic Collaboration: Working alongside a Managed Support Services provider brings you closer to a team of experts in Dynamics 365 ERP, Customer Engagement (CE), and Power BI. That way, you don’t need to dedicate valuable resources and talent solely to the upkeep of your new solution; you can ensure these experts will take care of it for you.
  • Continuous Improvement: The idea is to keep your systems not just functional but optimally efficient. This involves regular assessments and updates to ensure that your ERP and CRM systems continuously evolve and improve, keeping pace with your business growth.

Cost-Effective Support Structure

One of the main advantages of Managed Support Services is the predictability of costs. A fixed monthly per-user licensing model means you can budget your expenses without any surprises.

  • Flexible Licensing: This model adapts to your business size and needs. As your user count fluctuates, so does your licensing, ensuring that you’re always paying a fair price relative to your actual usage.
  • Eliminating Uncertainty: The traditional model of tech support often comes with unpredictability in costs based on hours of support used. With Managed Support Services, this uncertainty is removed, allowing for better financial planning and management.

Choosing the Right Managed Support Services Partner

Selecting an appropriate partner for Managed Services is a critical decision. Consider these aspects:

1. Dedicated Resources

Be sure your Managed Support Services provider can provide you with these resources to ensure a holistic approach to managing your ERP / CRM solution:

Account Coordinator: This individual acts as your primary point of contact, ensuring that all services are delivered on time and as expected. They are your go-to person for any queries or concerns, simplifying communication and coordination.

Solution Architect: This expert is not just a technical lead but also your strategic advisor. They assess your current systems, suggest necessary changes, and help in crafting a technological roadmap that aligns with your immediate and long-term business objectives.

2. Break/Fix Support Team:

These are your go-to experts when things go awry with your ERP. So you’re not left hanging, make sure your provider’s break/fix team measures up:

Familiarity with Your Environment: A dedicated team takes the time to understand your specific setup. This deep knowledge allows them to address issues more efficiently and effectively.

Quick Mitigation and Limited Downtime: Their availability during your business hours means that any issues can be addressed promptly, reducing the impact on your operations.

Close Relationship with Solution Vendor: In complex scenarios, this team can escalate issues to higher levels of support, including direct interaction with software vendors, ensuring comprehensive problem resolution.

Application Release Management

Managed Services play a critical role during new software releases:

Impact Assessment: Whenever there’s a new release, your Solution Architect evaluates it to understand how it will affect your current setup. This proactive approach helps in preparing for changes and leveraging new features effectively.

Feature Activation Advice: New updates often come with new features. Your Managed Support Services partner advises on which features will be beneficial for your business, helping you make informed decisions.

Deprecation Management: They also keep you informed about any features that are being phased out, allowing you to plan adjustments in advance. This foresight helps in avoiding sudden disruptions.

Remediation Facilitation: If an update causes issues within your environment, your Managed Support Services partner steps in to facilitate the necessary fixes. This ensures continuity and stability in your operations.

Key Features of Managed Support Services

Managed Support Services offer a range of beneficial features:

  • Bi-Annual Feature/Roadmap Advisory: Twice a year, you get to review your system’s performance and discuss any shortcomings or potential improvements. This ensures that your ERP and CRM platforms are always aligned with your current business needs and future goals.
  • Upgrade Management: This feature involves a thorough analysis of any upgrades, understanding their impacts, planning feature implementations, and creating test plans. It also includes remediation of any issues that arise due to the upgrade.
  • Service Level Agreement: A clear SLA for break/fix incidents ensures that any issues resulting from platform malfunctions are addressed promptly and effectively, in line with agreed-upon standards.
  • Business Change Adjustments: As your business evolves, adding new products, warehouses, or production lines, your Managed Support Services provider assists in making the necessary adjustments to your ERP and CRM systems. This ensures that your business systems are always in sync with your operational realities.

The Western Computer Managed Support Services Advantage

Western Computer, as a leading Microsoft partner, provides distinct advantages in Managed Support Services for Microsoft Dynamics solutions:

  • Expertise and Access: With a senior-level Managed Support Services team and a close relationship with Microsoft, we offer both expertise and access to global resources.
  • Efficiency in Upgrades and Resolutions: Our relationship with Microsoft enables expedited upgrades, testing, and resolutions, enhancing the efficiency of your Dynamics 365 experience.
  • Comprehensive Support: Western Computer provides comprehensive support, ensuring your Dynamics 365 platform is always up-to-date and optimized for your business needs.

Western Computer’s Managed Support Services is not just a support plan but a strategic enhancement for your Dynamics 365 platform. By choosing the right partner, you ensure that your ERP and CRM systems are not only efficient today but also prepared for the future. This strategic approach to Managed Support Services guarantees that your Dynamics 365 investment continually aligns with and supports your business growth and evolution.

For more information on how Managed Support Services can benefit your company, reach out to Western Computer today!


By Western Computer |

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