Why Traditional CRM Support Models Can’t Handle Dynamics 365

Dynamics 365 is a vast and powerful tool that provides businesses with a comprehensive platform to manage customer relationships. Dynamics can streamline operations, provide valuable insights into data and automate processes. Its flexibility and advanced features allow organisations to tailor the system to their unique needs, driving growth and efficiency across departments. However, as with any complex system, things occasionally go awry. Whether it's a system glitch or users who are still getting to grips with its capabilities, the need for effective CRM support is crucial.

In many cases, users might not have the know-how to complete certain tasks, or they may encounter unexpected technical issues that require immediate attention. In more problematic instances, bad habits or inconsistent training can throw up issues that require specialist knowledge to resolve.

This is where having a reactive, expert support desk becomes essential. Ensuring that users have access to knowledgeable assistance when they need it not only keeps the system running smoothly but also helps users maximise the value of Dynamics 365.

Unfortunately, traditional CRM support models often fall short when it comes to meeting the needs of a system as complex as Dynamics 365. User-based, time-based, and ticket-based contracts may seem like reasonable approaches, but they fail to account for the intricacies of how businesses use this powerful platform.

The Problem with Traditional Dynamics 365 Support Contracts

In the majority of cases, companies offering CRM support or, specifically, Dynamics 365 support usually fall into one of three offerings. While these work for traditional support issues there are some glaring weaknesses when it comes to CRM support for Dynamics 365.

User-Based Contracts?

A common approach to CRM support involves pricing based on the number of users. This model assumes that more users automatically means more demand for support. However, in the case of Dynamics 365 support, it is often system complexity, not user count, which dictates the level of support required. A highly customised Dynamics 365 system where a few users could need far more support than a simpler system with many users. Dynamics 365 support needs to be based on the intricacies of the system, not just the number of people using it.

Time-Based Contracts?

Time-based support contracts charge businesses based on the number of hours spent resolving issues. While this can seem fair, it often penalises clients when unexpected problems arise. If your Dynamics 365 system experiences downtime or technical issues that are beyond your control, you shouldn’t be forced to pay for the time it takes to fix them. Time-based contracts can leave businesses feeling frustrated and unfairly charged, especially when the issues arise from system complexities rather than user errors.

Ticket-Based Contracts?

Ticket-based support contracts, where clients are charged based on the number of support tickets raised, can also lead to problems. Businesses may hesitate to seek the help they need, fearing they will run out of tickets and be charged extra. This reluctance can lead to unresolved issues and unnecessary downtime, ultimately reducing the efficiency of your Dynamics 365 system. Effective Dynamics 365 support requires ongoing, open communication between the client and the support provider—something ticket-based models often discourage.

Support Complexity?

Traditional support models fail to account for the complexity of the systems they are meant to support. A business with fewer users but a highly customised Dynamics 365 setup may require far more attention than a business with many users on a simpler system. User-based, time-based, and ticket-based support models overlook the key factor of system complexity, leading to a mismatch between the support provided and the support needed.

Why Traditional Dynamics 365 Support Models Cause Frustration

Support isn’t support when it feels conditional, or prohibitive. It’s not reasonable to ask users to limit the frequency with which they contact support, or worse – not ask for support at all.

This is where mistakes become habits or workarounds start to cause long-term issues to the CRM and the solution moves away from CRM support and becomes CRM recovery.

Unnecessary Costs?

Under traditional contracts, businesses often find themselves paying more than necessary for Dynamics 365 support. Whether it’s exceeding user limits, paying for unexpected time-based costs, or running out of support tickets, clients can end up facing high fees for issues they didn’t cause. These costs build up over time, leading to frustration with the support provider.

Feeling Penalised?

Traditional models often leave businesses feeling as though they’re being penalised for problems beyond their control. For example, if your Dynamics 365 system encounters a breakdown due to a technical issue, being charged for the time it takes to resolve the issue can feel like an unfair burden. A more balanced approach to Dynamics 365 support would ensure clients aren’t paying for fixes to issues they couldn’t have predicted or prevented.

Discouraging Communication?

Ticket-based models are particularly problematic when it comes to client communication. Businesses may hesitate to raise a support ticket for minor issues, fearing that they’ll run out of support or face additional charges. This leads to small problems being overlooked, which can eventually develop into bigger issues that affect the overall performance of Dynamics 365. Support shouldn’t be seen as a last resort, but rather an opportunity to communicate with subject matter experts about your CRM.

A Fairer Alternative

QGate offers an innovative solution to the shortcomings of traditional support models through its Support Plus contract. This approach to Dynamics 365 support addresses the common pain points of user, time, and ticket-based models by offering a more client-centric and flexible framework.

Break-Fix and Change Budget?

Support Plus separates Dynamics 365 CRM support into two key components:

·???????? Break-Fix Support: Clients benefit from unlimited access to troubleshooting and fixes for problems that previously worked but have encountered issues. This means that if something breaks in your Dynamics 365 system, it will be repaired without additional costs, ensuring you aren’t penalised for system breakdowns outside your control.

·???????? Change Budget: The change budget allows clients to make enhancements, small changes, and customisations to their Dynamics 365 system, all without needing constant internal approvals. With an annual allowance of 12 hours, clients have the flexibility to evolve their system as their needs change, ensuring the system continues to grow with their business.

Proactive Support and Engagement?

Rather than waiting for issues to arise, Support Plus promotes a proactive approach to Dynamics 365 support. This includes regular engagement calls, training sessions, and Q&A opportunities to help businesses fully leverage their Dynamics 365 system. By keeping clients informed and engaged, QGate ensures that potential problems are addressed before they escalate, helping businesses stay ahead.

Custom Fit to Business Needs?

Support Plus isn’t a one-size-fits-all model. Instead, it’s tailored to each business’s specific needs. By consulting closely with clients, the Dynamics 365 support provided aligns with the system’s complexity and the business’s operational demands. This flexibility leads to a far more effective support experience compared to traditional models.

The Benefits of Support Plus

Our CRM support solution offers a more relevant service to the changing demands and complexities of modern business and the Dynamics 365 platform.

·???????? Unlimited Break-Fix Support: Clients are not charged for fixing system breakdowns, leading to a more trusting and less frustrating relationship with their support provider.

·???????? Annual Review for Fairness: QGate reviews contract terms annually, adjusting them based on actual usage to ensure that the support remains fair and relevant to the client’s evolving needs.

·???????? Training and Documentation: Structured training sessions and updated documentation empower clients to use their Dynamics 365 system effectively, reducing the need for reactive support.

·???????? Fair Use Policy: A fair use policy maintains a balanced relationship between the support provider and the client, ensuring clear expectations and preventing misuse of the system.

CRM Support that Works

Traditional support models, whether based on user count, time, or ticket numbers, often fail to meet the true needs of businesses using Dynamics 365. These rigid models overlook the complexity of modern systems, leaving businesses overcharged and underserved. QGate’s Support Plus offers a more flexible and client-focused approach to Dynamics 365 support, with unlimited break-fix assistance and a proactive change budget that adapts to each business’s needs.

By focusing on system complexity and continuous engagement, QGate’s Support Plus represents a shift toward more balanced and effective Dynamics 365 support. Businesses can trust that their system will be maintained and optimised without the frustrations and unnecessary costs associated with traditional models.

If your current support contract feels outdated or doesn’t meet your business’s needs, it may be time to explore a more flexible, client-centred solution. Contact us to learn more about how Support Plus can provide the tailored Dynamics 365 support your business deserves.

Originally posted on the QGate website on 04/10/2024