Our Proactive Strategy to Reduce Microsoft Dynamics GP Consulting Costs

When we talk to prospective clients using Dynamics GP, they almost always ask us about our support costs. Typically, this has been a big part of their budget, and they want to know what to expect. 

My honest answer is that typically our Dynamics GP clients don't need support. 

Of course, this is not the case if Dexpro Dynamics was not the Partner that did their initial installation, upgrade and training. However, with our proactive approach, we can get them there. Once they start working with our team, we do the upgrade, and we set best practices in place, the amount of support cases decreases to almost zero.

Existing Dynamics GP users who start working with us sometimes come in with the habit of just opening ten or more support tickets per week. My response is always, "No, that's not how we do it. This is reactive, not proactive. So let's get to the bottom of this. Why do you need ten tickets per week? What is really happening there?"

Support Cases are The Symptoms. 

If a client has a lot of support cases, it is an indication that something is wrong in the underlying system. 

Some Microsoft Dynamics GP Partners are like medical doctors that only treat the symptoms. At Dexpro Dynamics, we take a more holistic approach. We look at the entire Dynamics GP system to fix the root cause. Then the problems stop. 

For example, we show clients all the tools they already own, such as the Professional Library tools or modules they were not aware of. Often these tools will answer their questions. 

We look at how the SQL server is set up and make sure every single detail is correct. Basically, if you do things right and do them once, we see that the need to fix things later tremendously decreases.

Proper training can also reduce support calls. If a user needs training, we can bring Amber Bell to train them individually, or they can take Dynamics GP training classes that we have posted online. 

Companies also tend to submit support requests when they are tired of some sort of inconvenient business practice. When we see this, we do a hard stop and say, "Instead of opening multiple support tickets about things you see that are not flowing, let's have a meeting. Let's analyze the tickets you opened. Let's do a business process review where we look at your system, see what you're doing in circles, and review what you can clear up and change. Or perhaps you need a specific module or set up changed."

We really pay attention to all support tickets and use it as an opportunity to get down to the real cause so that it doesn't happen again. Often, it is not a software issue but a process issue. We can make the software do what you want, but it won't fix the broken process, and the problem will come up again. 

It may be that big companies give this type of attention to big clients, but I do not think it is often done for small clients. So the companies we start working with are amazed.

Make the Symptoms Stop

When someone goes to a doctor and is still sick, you feel sorry for them because they wasted so much time, money, and hope. When they find the right doctor, who asks the right questions and makes the right diagnosis, the symptoms stop.

The same is true of Microsoft Dynamics GP support.

When your Dynamics GP system is set up and maintained properly, you don't need to budget for expensive support costs. 

DexPro Dynamics is here to help.

If you have a Dynamics GP question or unresolved issues, we will either find a solution or let you know where you can turn to get your problems resolved. 

Book a free 30-minute Dynamics GP consulting services consultation

Contact us at Dexpro Dynamics at 312-801-5070 or info@dexprodynamics.com.

By Marlena Stark, President, DexPro Dynamics, Microsoft Dynamics GP Silver Competency Partner, www.dexprodynamics.com