Recognising Business Central Partner Performance Issues
We’re seeing more and more organisations experiencing frustration with their existing Microsoft Dynamics 365 Business Central partner, and it’s rarely about the platform itself. The core functionality of Business Central is often fit for purpose; the issues typically arise from a lack of proactive support, slow development cycles, or a widening gap between business needs and delivered solutions.
Identifying these problems can be tricky. Initially, teams might simply accept longer response times to support requests as standard practice. However, over time, this reactive approach can lead to mounting technical debt, missed opportunities for process improvement, and ultimately, a feeling that the Business Central investment isn’t delivering its full potential.
Common Signs of Partner Performance Issues
- Slow Response Times: Support tickets languishing unanswered or resolved significantly later than agreed service level agreements.
- Reactive Support Only: A lack of proactive advice, system health checks, or suggestions for optimisation.
- Development Backlog: Requests for new functionality or customisations accumulating with no clear timeline for completion.
- Limited Roadmap Visibility: Uncertainty about future upgrades, integration possibilities, or adoption of newer technologies like Microsoft Copilot.
- Communication Breakdown: Difficulty in getting through to key contacts within the partner organisation or a lack of transparent communication regarding project status.
Beyond Tickets: What Good Support Really Looks Like
Many organisations equate “good support” with simply having their tickets resolved quickly. While timely responses are important, true Business Central support extends far beyond that. It’s about fostering a partnership built on proactive engagement and a deep understanding of your business needs.
A strong partner should be actively monitoring your system health, identifying potential issues before they impact operations, and suggesting ways to improve efficiency and leverage new features within Business Central. This includes regular check-in calls, performance reviews, and providing guidance on best practices.
Characteristics of a High-Performing Partner
- Proactive Engagement: Regularly scheduled health checks and advice sessions.
- Dedicated Account Management: A single point of contact who understands your business and its priorities.
- Technical Expertise: A team with deep knowledge of Business Central and related technologies.
- Clear Communication: Transparent updates on project status, timelines, and potential issues.
- Commitment to Your Success: A genuine desire to help you achieve your business goals through effective use of Business Central.
Development Backlog and Roadmap Disconnects
One frequent source of frustration is a growing development backlog—a list of requested customisations or new functionality that seemingly never gets addressed. This can stem from various factors, including resource constraints within the partner organisation, a lack of technical expertise, or simply competing priorities.
Equally concerning is a disconnect between your business’s roadmap and the partner’s view of Business Central’s future capabilities. If you’re eager to leverage new features like Microsoft Copilot but receive little guidance on how to integrate them effectively, it signals a potential misalignment in strategic direction.
The Impact of Development Delays
- Missed Opportunities: Inability to automate processes or implement solutions that could improve efficiency.
- Increased Costs: Workarounds and manual processes become necessary due to lack of customisation.
- Reduced Productivity: Teams spend more time on repetitive tasks instead of focusing on higher-value activities.
- Frustration & Disengagement: Users lose confidence in the system and its ability to meet their needs.
Assessing Your Current Partnership – A Practical Checklist
Before considering a full partner switch, it’s valuable to conduct an honest assessment of your current relationship. This involves evaluating not only the technical aspects but also the overall communication and collaboration.
Treat this as a health check for your partnership rather than a witch hunt. The goal is to identify areas where improvements can be made before resorting to more drastic measures, although sometimes a fresh perspective from another partner is exactly what’s needed.
- Review Service Level Agreements (SLAs): Are they being consistently met?
- Evaluate Response Times: How long does it typically take to receive a response to support requests?
- Assess Proactive Engagement: Does the partner actively offer advice and suggestions for optimisation?
- Gauge Communication Clarity: Is communication transparent, timely, and easy to understand?
- Consider Team Morale: Do your internal teams feel supported and valued by the partner organisation?
Options for Improving Your Business Central Experience
If you’ve identified areas for improvement but aren’t ready to switch partners, there are several steps you can take to address the issues. These range from having open conversations with your current partner to exploring alternative support models.
Sometimes a frank discussion about expectations and performance can lead to positive changes. However, if those efforts prove unsuccessful, it might be time to consider more significant adjustments, such as a structured support takeover or engaging a specialist consultancy for targeted optimisation.
- Schedule a Partnership Review: Discuss concerns openly with your partner’s management team.
- Negotiate Revised SLAs: Establish clearer expectations for response times and service delivery.
- Engage in Targeted Optimisation: Bring in specialists to address specific areas of weakness.
- Consider a Support Takeover: Transition support responsibilities to a different team within the partner organisation.
Switching Partners: Minimising Disruption, Maximising Value
Changing Business Central partners can seem daunting, but with careful planning and execution, it can be a surprisingly smooth process—and one that unlocks significant value for your organisation. The key is to approach the transition strategically, focusing on minimising disruption and ensuring continuity of service.
Sysco Software specialises in partner transitions, offering structured processes and checklists to ensure a seamless handover. We understand the complexities involved and work closely with both the existing and incoming partners to facilitate a successful transfer of knowledge and responsibilities. This approach preserves your Business Central investment while bringing in a more responsive and capable support team.
If you’re struggling with unresponsive support, an ever-growing development backlog, or a lack of strategic guidance from your current Business Central partner, it’s time to explore alternatives.Talk to Sysco Software about switching Business Central partnersand discover how we can help you unlock the full potential of your ERP investment.
