Is your Dynamics 365 partner a catalyst for success or a roadblock to progress? Let’s explore the constraints to see if it might be worth evaluating your partnership.
Microsoft Dynamics 365 is a powerful platform that can transform your business operations, but are you getting the most out of it? Sometimes, the limitations aren’t with the software but with your chosen partner. Here’s how to identify if your Dynamics partner is holding you back and what to do about it.
1. Passive, inactive relationship
It’s essential that your partner engages with you and takes an active role in supporting your objectives. Many partners, over time, fall into the trap of behaving as a break-fix team. When the partnership is strongest, they offer effective consultancy that proactively guides your business. In many cases, when organisations request changes to their solution, and an engaged partner could suggest an alternative approach based on an understanding of their configuration that may take less time and minimise complexity. Inactive partners are order takers that will accept the task at face value.
When analysing your partner, are they…
- Proactively engaging you, or the other way round?
- Do they have a ‘go to’ person that takes ownership of your system?
- Anticipating your needs or just reacting to issues?
- Suggesting improvements and optimisations, or only doing what’s asked?
2. One-size-fits-all all solutions
Every business has unique challenges and objectives, and your Dynamics 365 implementation should reflect that. If your partner provides cookie-cutter solutions without tailoring them to your specific needs, they’re not adding value. Customisation and personalisation are essential for maximising the benefits of Dynamics 365 and the wider Microsoft platform.
If you are re-evaluating your partner relationship, consider asking yourself the following:
- Do they have experience in your industry?
- How flexible have they been in accommodating unique requirements?
- How effective are their customisations and integrations?
- Do they understand your specific business processes?
- Do they offer support tailored to your team’s skill levels?
3. Slow Response Times and Inadequate Support
Timely support is crucial for resolving issues and minimising downtime. If your partner is slow to respond or if their support is ineffective, it can significantly hinder your business operations. Evaluate their service level agreements (SLAs) and compare them with your actual experience.
Businesses success depends on delivering products and services on time, if support issues aren’t resolved effectively, it can have a significant commercial impact. Effective partners recognise this, and understand how to prioritise issues and communicate outcomes effectively.
When evaluating your partner’s support, ask yourself:
- Are their response times meeting agreed SLAs?
- Do they resolve issues within the expected time frames?
- How effective is their communication during support incidents?
- Do they provide regular updates on the status of issues?
- Are they proactive in identifying and addressing potential problems before they escalate?
- How comprehensive is their knowledge of your system and specific configurations?
4. Limited Expertise and Innovation
Dynamics 365 is built on a vast connected cloud platform, requiring a partner with expertise and a commitment to innovation. If your partner isn’t keeping up with the latest features, Microsoft updates, and industry trends, you might miss out on critical advancements that can drive your business forward. Emerging technologies such as Copilot and generative AI solutions are transforming business processes, easing manual tasks and increasing productivity. A partner who doesn’t understand how to apply these new features to your organisation will limit your growth and leave you at a competitive disadvantage.
Over 63% of frontline workers are excited about the job opportunities tech creates.
“The aspects of work with which they believe it can help “a lot” include team scheduling, onboarding new teammates, automating repetitive tasks, providing real-time task updates, and managing appointments.”
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Is your partner supporting you to keep your business competitive and support your workforce to innovate and unlock their potential?
When evaluating your partner’s ability to innovate, ask yourself:
- Are they consistently updating their knowledge and skills with the latest Dynamics 365 features?
- Do they actively inform you about new updates and advancements relevant to your business?
- How well do they understand emerging technologies like Copilot and generative AI?
- Have they successfully implemented new technologies in similar businesses or industries?
5. Poor project management
Effective project management is key to successful Dynamics 365 implementations and upgrades. If your projects frequently go over budget, miss deadlines, or fail to meet expectations, it’s a sign that your partner’s project management capabilities could be lacking. Whilst there are many reasons a project can slow down, and not always squarely the fault of the partner, the partner must take accountability by setting expectations and a strong plan.
A competent project management team will establish clear objectives, develop a realistic project plan, allocate resources effectively, monitor progress closely, communicate transparently, and adapt to changes as needed throughout the project lifecycle. With best-practice project management, you can minimise risks, maximise project success, and achieve your desired business outcomes with Dynamics 365. Read our recommendations for overcoming frequent project challenges.
Has any of your projects suffered from the following?
- Scope creep
- Missed deadlines
- Budget overruns
- Quality issues
- Relationship tensions
Partnerships are built on trust, and when that is damaged, it isn’t easy to repair. Projects are often intensive endeavours and can test the strength of the relationship. Project outcomes can serve as a critical benchmark for assessing the compatibility of your Dynamics partner with your business moving forward.
Are you exploring partnership options?
Choosing the right Dynamics 365 partner is crucial for maximising your investment in the platform. If you recognise signs that your current partner is holding you back, it might be time to consider a change. By finding a partner who offers proactive support, deep expertise, and a commitment to your success, you can better use Dynamics 365 to improve performance.
If any of these points have sparked your interest and you’re considering exploring your options further, please don’t hesitate to contact us at ServerSys. We have been supporting businesses with bespoke solutions for over twenty years and are a highly experienced Microsoft partner across many industries.
