Business Support

Our support is different

All too often Support is seen as a second-tier by-product from a successful (or otherwise) CRM Project, and not a crucial part to help you build user adoption and benefit from the initial outlay on CRM - we aim to do this differently, and so we instead aim to make support and ongoing partnership one of the core elements of our CRM offering.

This allows you to raise new requirements that the business may need and our team will endeavour to advise and implement the most effective solution to help deliver benefit from your CRM Solution - aiming to work the way your business does, without reinventing the wheel in terms of expensive development costs.

This concept of support aims to make us a reliable partner to your business, both by a deep understanding of your business and its requirements and by offering the best advice, support and development services available.

The Healthcheck

As part of our support proposal, we will conduct a deep dive into your CRM Solution to produce a detailed specification of how the Dynamics CRM is working for you - we can use 'the bible' on your CRM and your business so we can support you effectively.

This bible forms the basis of our support, and incorporates the following deliverables:

• Data Dictionary, the forms and fields within your CRM
• Catalogue of Core Screens and Entity Relationships
• Key Workflows and Business Logic Plugins
• Custom Screens or Portal Developments
• Infrastructure Guide
• Documenting the key Servers, Databases, Websites and Storage Space available for your CRM Solution.

This document then allows our Support Team to be experts within your CRM Solution, and allows us to circulate the Key Information between New Projects or Suppliers interacting with CRM - and in the event that we don't meet our high standards, gives you the flexibility to take Support Provision to another supplier or in-house with a lower cost for Knowledge Transition.

Governance

We understand that an Agile Platform such as Dynamics CRM can quickly become uncontrolled without proper governance - particularly within a complex solution where the system can touch upon a number of different areas for Core Business Logic, Portals, Documents and Reporting.

Our Support and Ongoing Change is aimed at providing regular change and management within a well-governed framework - categorising changes by business area and technical component, and ensuring strong clear communication to Team Members and Project Stakeholders.

As part of this governance, we will also ensure that the basics are rigorously adhered to in having a good Dev ↣ UAT ↣ Live structure in place for changes and new functionality.

The Nuts and Bolts

Behind every CRM system is a number of supporting technologies that can be kept up to date and finely tuned to improve the performance and reliability of your Dynamics CRM System.

As part of the maintenance aspect of our support, we will look at:

• Ensuring Databases are finely tuned to prevent unlimited growth and poor performance
• Service Packs and new version updates from Microsoft and other 3rd parties are scheduled and installed.
• Maintaining overnight tasks or data integrations that help drive the business.
• Ensure Regular Backup is taking place and is available should the worst happen

These actions, whilst unglamorous, are often overlooked but can be crucial to keep CRM running reliably and performing as quickly as the underlying infrastructure will allow.

The Roadmap

As final part of our proposal, our support and account management team will maintain a roadmap for CRM within your business, aimed at tracking business benefits against the original investment, identifying key deliverables, training and changes due for release.

This keeps CRM as an ongoing strategy across the business to keep a cycle of continuous improvement, both in the system itself but more importantly in measuring the success of the Change Management that CRM has been designed to help.

When it comes to managing CRM and ongoing Support, we really know how to get the very best from CRM, and how to turnaround prior failing deployments, so if this sounds like we could be of benefit to you then please do not hesitate to drop us a call or contact us now.