Jesse Lawrence
Business Central Support and Dynamics NAV support is an essential part of owning a Dynamics ERP system. But how good is the support that you are receiving? In this article we look at the importance of support, and how we ensure that our customers are receiving the support that they need.
ERP systems such as Business Central are complex software systems – they run every area of your business. This means that you need the confidence that it is going to be working and so a good support team is a must. The support team’s role is to help fix any errors or warnings, help to recover a system down and to offer fixes to problems you may find with your system.
When looking at a supplier for an ERP system, you need to look at how good the supplier’s support team is, so that you have the confidence in the ongoing relationship. At Dynamics Consultants, for example, we do not separate pre-sales and post-sales; our sales, marketing and support are all part of the same team – Customer Service.
When looking for an ERP partner to support your Business Central or Dynamics NAV system, think about the following things:
At Dynamics Consultants, we want to make sure that we are continuing to provide excellent service. The only way to do this effectively is to make it as easy as possible for customers to provide feedback on the support that we provide. Whilst we have always sent customer satisfaction surveys, as well as including free customer management calls, we decided to increase help customers let us know how we are doing on call-by-call basis.
We have implemented what we affectionately call the “support thumbs” – two thumbs on every support email one green thumb up and one red thumb down. At any stage, our customers can click a thumb to let us know how we are doing. This provides us with a general overview of how we are doing, as well as allowing us to respond to any unhappy customers.
As you can see from our first year of data – there are not a lot of unhappy customers with a 97.1% thumbs up response. We are not just proud of this score, the 2.9% were reviewed to see how we can improve things moving forward, and many of the thumbs downs were turned into thumbs up.
When the thumbs are clicked, this opens up a web page which gives our customers the chance to leave us a comment if they so wish. The following is just a small selection of the fantastic feedback that we have received for our support team:
“A quick and speedy result. Very impressed with the help received in such a small period of time. Thank you DC” – Accounts Receivable Specialist, Procurri UK Ltd
“Thanks Tom for sorting it out quickly!” - Director, Carritech Ltd
“the response to this query was prompt and helpful” – Assistant Management Accountant
“Great collaboration with UK and US teams to solve a tricky issue.” – General Manager, Flexible Steel Lacing Company
“Hello Tom, thank you for chasing and chasing me to get this resolved. Sorry that you had to do this, but thank you for doing so. Brilliant.” – Hays Travel
If you would like to find out more about the support services that we offer, for Dynamics 365 Business Centra, Dynamics NAV and other technologies, please see our dedicated page.
Get your Business Central support from Dynamics Consultants – if you are looking to implement Business Central, or if you are already using a Business Central or Dynamics NAV system, and would like Dynamics Consultants to provide our expert support, please do not hesitate to contact us.
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