Special Needs Education Industry – Microsoft Dynamics 365 Finance & Operations
Our client is a well-established voluntary welfare organization dedicated to providing essential services and support to the community. To effectively manage its financial and operational processes across multiple affiliated entities, they rely on Microsoft Dynamics 365 Finance & Operations (D365 F&O) as its core enterprise system.
To ensure the continued stability, reliability, and usability of the platform, they engaged our team to provide ongoing maintenance and support services for its D365 F&O environment.
What the Client Required
They required a dependable support partner to maintain the operational integrity of its Microsoft Dynamics 365 Finance & Operations system while supporting day-to-day users across the organization. The key challenge was to ensure smooth system operations, timely issue resolution, and consistent user support without disrupting critical financial and administrative processes.
The key requirements included:
- Reliable end-user support for daily operational issues
- Secure management of user access and permissions
- Ongoing system configuration and monitoring
- Rapid technical troubleshooting and issue resolution
- Effective coordination with Microsoft for platform-level matters
- Clear and transparent reporting on system usage and support activities
- Enhancements and new features add on to drive greater value and experience for users
Our Solution
We provide comprehensive maintenance and support services for their Microsoft Dynamics 365 Finance & Operations environment, covering both functional and technical aspects of the platform. Our approach focuses on proactive system monitoring, responsive user support, and structured issue management to ensure uninterrupted operations. Moreover, we will provide solutions to their continuous enhancements and feature additions which are designed to maximise user value and elevate the overall experience.
End-User Support
- Handling day-to-day user issues and service requests
- Managing user access rights, roles, and permissions
- Providing guidance to users on system usage and best practices
System Configuration & Operations
- Supporting configuration adjustments to meet evolving business needs
- Performing routine system health checks and monitoring activities
- Ensuring system stability and optimal performance
Technical Troubleshooting & Issue Resolution
- Investigating and resolving technical errors and system bugs
- Supporting integration-related issues across connected systems
- Ensuring timely resolution in accordance with agreed service levels
Vendor Escalation & Platform Liaison
- Escalating unresolved or platform-level issues to Microsoft
- Acting as a liaison with Microsoft on patching, known issues, and technical clarifications
- Coordinating updates to minimize operational impact
Monthly Reporting
- Providing monthly system usage reports with credit breakdowns
- Highlighting key incidents, resolved issues, and enhancements delivered
- Sharing recommendations and planned improvements for upcoming periods
Service Management & Governance
All incidents and service requests are managed through the JIRA ITSM incident reporting portal, which serves as a centralized platform for structured ticket management. This approach ensures:
- Clear visibility into ticket status and progress for users
- Accurate SLA measurement and performance tracking
- Efficient communication and resolution of issues
- Improved accountability and transparency across stakeholders
Business Impact
Through our ongoing support services, they have achieved:
- Stable and reliable operation of its D365 F&O platform
- Faster response and resolution for user and system issues
- Improved user experience and system adoption
- Reduced operational risk across financial and administrative functions
- Clear oversight of system usage, issues, and continuous improvements
By partnering with us for Microsoft Dynamics 365 Finance & Operations maintenance and support, our client can focus on its core mission while relying on a secure, well-managed enterprise system to support its organizational needs.
