THE HOME OF MODERN D365 OPERATIONS
D365 F&O Helpdesk Hypercare
Unify your data and checklists, automate repetitive tasks, and empower
your team to get in front of the checks and move your business forward.
Going beyond the Queue
THE CHALLENGE
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Our client had troubles with their AX2012 legacy system and were struggling to implement D365 F&O.
"All we're doing is putting out fires everyday."
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Each new feature caused chaos in the business, because they didn't have the resources to find and fix the root cause of the problems.
THE GOAL
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The IT Application Manager's goal is a 50% reduction in IT Support tickets for D365 F&O.
This is aligned with their new budget
and allows more time for the team to research and implement new Microsoft features.
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"There's like, a hundred new
features every month. And now,
we have time to review them."
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THE RESULTS
Together, we achieved a 68% reduction in AX/D365 F&O Support tickets for IT.
Our business process maps, KPIs, Alerts and To-Do lists, helped Users to solve their own issues.
With extra time, every day, the IT Team found and fixed the underlying causes.
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"I've lost months of my life on that batch problem."
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This created a virtuous circle, with less and less time spent on support.
And more and more time spent on researching and releasing new features.
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OUR 6 STEP PROCESS
INVITE THE RIGHT USERS
Finding the right Users is the most important step. We invited 2 team members to cover each D365 F&O module.
Team members were invited to separate kickoff meetings, where we discussed our project goals, the benefits of task automation and the plan to release new D365 F&O features. We then met once a week for the 5 months that the project ran.
KPIS
We split into 2 streams. D365 F&O and 'Other' systems. The D365 F&O data was understood by many users and so we could meet with a larger team to brainstorm the KPIS.
For 'Other' systems we often met one-on-one with Engineers to understand the technologies driving each step of the business process. This helped reduce fatigue and allowed multiple meetings to occur simultaneously.
SETUP USER ALERTS
The Alerts are the easiest part the process. We know the process, KPI and data being extracted. So the simple question is - who needs to be informed? And who has the skills to fix the problem.
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MAP ONE BUSINESS PROCESS
The AP Team chose the Bank Reconciliation Process because of the daily issues with reconciling their 70 accounts across 3 different banks.
WRITING SQL QUERIES
We make the greatest gains and increase team confidence, by starting the with the easiest D365 F&O tiles - A list of all active and inactive bank accounts.
NOMINATE APPROVERS
The final and most critical part of the User-Support model is nominating Users who will respond to Amber and Red alerts.
This can be a high-frequency task, like with the ordering of medicine by 10am or it can be a daily process like the AP Team who monitor the Bank Reconciliations.
In both cases, there should be two Approvers for each tile.
