The appeal of a single managed services provider (MSP) for all your IT needs is obvious. A consistent point of contact, one invoice, and the reassurance that everything is handled through a sole supplier provides security and simplicity.
This model works perfectly for many requirements, including Microsoft 365, cybersecurity, and cloud hosting.
But what about specialist CRM applications like Microsoft Dynamics 365?
These systems are meant to do important work, connecting customer data and managing critical processes. When support for Dynamics is just another task on a long list, it increases the risk of missing out on potential value.
The Reality of Generalist IT Support
Many IT support providers and MSPs offer Dynamics 365 support as an extension of their core services, but they often have a shallow pool of dedicated resources. You might find they have a few talented individuals who understand some Dynamics applications, but this isn’t scalable. What happens when they are on holiday, off sick, or committed to another project?
Progress stalls, resulting in a familiar story. Your ‘quick questions’ and change requests join a long backlog as the focus shifts to urgent break-fix issues.
The list of nagging problems and improvements that could enhance efficiency and drive better adoption gets pushed back, month after month. You’re left with a system that works, but the frustration of knowing you aren’t getting full value from what you’re spending on it.
The Missed Opportunity
The real issue goes beyond delays in seeing requested changes. Good ideas never get off the ground or even make it into the conversation.
These include automations that could replace manual data entry or dashboards that could give up-to-the-minute insights on performance trends. The list goes on, but without dedicated attention, these possibilities remain just missed opportunities.
We see this pattern repeatedly when organisations contact us. They’ve been living with Dynamics 365 limitations for so long that they’ve stopped asking for improvements. But once we start working together, the backlog of unmet needs quickly becomes apparent.
For instance, organisations facing rising Dataverse storage costs often enquire when they can’t progress a solution with their MSP. In these situations, we can help implement cost-effective data archiving, freeing up capacity and budget.
Another frequent challenge is Dynamics 365 licensing. The complexity of Microsoft’s licensing model means that many organisations end up over-licensed, paying for user licenses or features they don’t use. A second opinion can often uncover significant savings.
These initial, standalone projects often reveal considerable demand for further change.
For example, an initial project we undertook for a trade association involved customising their system to address their complex membership management requirements better. For a professional services firm, we simplified a cluttered user interface that hindered user adoption. In each case, their IT provider couldn’t provide the expertise they needed.
In another case, we’ve worked with a mental health consultancy to address a series of requirements their previous provider couldn’t fulfil. These included a bespoke booking portal integrated with Dynamics, automated risk assessment processes, and embedded appointment availability within the Dynamics interface. Each of these improvements has made a tangible difference to how they operate.
A Different Approach
There’s a better way to support Dynamics 365 than hoping your IT provider has someone available when you need them. These CRM systems require partnerships built on a proactive approach and people who genuinely know Dynamics 365.
Regular conversations are the norm, not just when something breaks. These sessions allow us to assess what’s working, discuss challenges openly, identify opportunities you might not have considered, and agree on the next steps to support your growth.
We believe trust must be earned, so we begin with a single, focused project, without the insistence of a long-term contract. By solving an immediate problem and demonstrating early value, we strive to become your go-to Dynamics 365 resource.
This can involve us working alongside your existing IT provider, complementing their services with our specialist knowledge. We’ve found this to be a successful model, and we often receive referrals from IT providers who recognise the need for deeper Dynamics 365 expertise beyond their resources.
Are You Getting the Most from Dynamics 365?
If you’re questioning the value you see from Dynamics 365 or feel your current support arrangement is holding you back, it may be time to consider a different approach.
Rather than replacing your IT partner, the priority is ensuring your CRM system gets the attention it deserves.
Is your Dynamics 365 system helping you grow? If you’re unsure, perhaps we should talk.
