Supporting Business Central whilst working from home
Dynamics Support through lockdown
Jesse Lawrence
05 August 2020
Once a system is live the highest priority is keeping it up and running, which is why our Dynamics support department are such a key part of our business. During lockdown, with companies running on limited manpower and working from home, our support team have been working hard to ensure that our customers’ systems were running reliably. We even updated our process to improve how we measure and respond to customer satisfaction.
Dynamics Support During Lockdown
Working from home, #wfh and remote working have been key areas for discussion over the last 3 months, but our support team, like the rest of the business were fully prepared. We designed and implemented our plan for the whole business to work from home weeks prior to the official lockdown, to make sure that our customers had a seamless experience.
With the right IT, the right processes and the right team, we were able to provide continuous support with almost no disruption to our business, and a seamless level of service to our customers. Here are some of our team up and running working from their home environments:
Through careful planning, the use of cloud systems and a strong effort from the IT team, we were working from home without a catastrophe….
Improving Customer Service
We have had ways for customers to provide feedback for a long time. However, we felt that this was much under-used and wanted to give an easier way to let us know what they thought of the work that we are doing.
And thus, we implemented thumbs! Now, when we send support call closure emails, there are two big thumbs, and all customers have to do is click on the one that represents how they feel. The thumb opens a link and they can give feedback if they want to. All of this registers the support call and who the email was sent to, so there is no need for filling in any details – making it quick and easy for customers to complete.
We have already had a fantastic response to this, whilst helping us to monitor how well the team are doing. In the unusual occasion that a customer is unhappy with a response, for whatever reason, we are also able to directly investigate and make improvements.
Here is just some of the feedback that our team has received:
Get expert support for your Dynamics system
If you are looking to get expert support for Dynamics 365 Business Central, or Microsoft Dynamics NAV, then talk to our team about our all-in and pay as you go options for support.
Choosing the right ERP system when moving on from Sage 50 can shape how efficiently your business grows and adapts. If you want advanced features, greater flexibility and easier integration with familiar Microsoft tools, Microsoft Dynamics 365 Business Central is often the stronger option compared to Sage 200. As real-time data insight, automation and scalability are now necessities and not luxuries, your ERP upgrade decision is more important than ever.
Generative AI continues to reshape how organisations operate and compete, delivering powerful tools that can drive efficiency and boost creativity. By using generative AI in your business, you can automate tasks, generate personalised customer service agents and unlock new insights to support better decision making.
Power BI continues to transform how organisations handle data by making complex analytics more accessible. By understanding the most useful Power BI features, you can create clearer reports, uncover valuable insights and improve decision-making within your business.
