ERP Solution Provider | ERP Software for business

Company Overview

Dynamicday Technologies LLP is a specialized provider of Microsoft Dynamics services, offering comprehensive support, implementation, migration, and development solutions. Our expertise spans across all facets of Microsoft Dynamics, ensuring that our clients receive tailored solutions that meet their unique business needs. With a focus on delivering high-quality service, Dynamicday Technologies LLP is committed to helping businesses streamline their operations, enhance productivity, and achieve their digital transformation goals. 

Client Overview

Signature Cosmetics & Fragrances is a Proudly South African beauty brand. Signature has a rich history in the beauty industry with the brand being around for over 23 years with over 175 stores within South Africa’s borders and beyond, namely in Botswana & Namibia.

Background

Signature Cosmetics & Fragrances embarked on implementing Microsoft Dynamics 365 ERP to streamline its business processes. The company required a robust support system to ensure smooth day-to-day operations.

Approach to L1, L2, and L3 Support

Level 1 (L1) Support: First-Line Resolution

The L1 support team was the first line of contact for end-users experiencing issues with the D365 ERP system. The primary responsibilities of L1 support included:

Troubleshooting User Errors : Handling basic user queries and resolving issues related to user navigation, system access, login problems, and minor configuration issues.
System Access and Permissions : Addressing requests related to system access, permissions, and user roles within D365.
Escalation to L2 Support :If the issue was more complex (e.g., functional errors, integration problems), L1 support created a detailed ticket and escalated the issue to L2 support.

L1 support also involved:

Basic navigation and functionality within D365.
Common troubleshooting procedures (e.g., clearing cache, checking user permissions).
Knowledge base articles that detailed frequently encountered issues and resolutions.

Level 2 (L2) Support: Advanced Troubleshooting

L2 support was responsible for more complex issues that could not be resolved by L1 support. L2 agents had deeper technical knowledge and were responsible for:

Detailed Problem Diagnosis : Resolving issues related to system configuration, module functionality, integration errors, and customizations.
Data Issues and Integrity Checks : Identifying and addressing data-related issues, including discrepancies between modules, errors in data imports/exports, and reporting issues.
Collaboration with Development Teams :For technical errors related to D365’s customization or third-party integrations, L2 support worked closely with the development team to resolve the root cause.
User Training and Best Practices :Offering advanced troubleshooting guides and advising users on how to optimize their use of the system, thereby minimizing common errors and improving productivity.

L2 support also involved:

Monitoring System Performance : Ensuring the system remained optimized, with periodic performance checks and proactive system health monitoring.
Coordinating with IT Infrastructure Teams : For any network-related or hardware issues affecting D365’s performance, L2 worked with the infrastructure team to resolve the problems.

Level 3 (L3) Support: Expert-Level Troubleshooting and Customization

L3 support was the most advanced level of support, focusing on system-level issues that required deep technical expertise. This level was typically for complex or rare issues that could not be solved by L1 or L2 teams. The responsibilities of L3 support included:

Root Cause Analysis of Critical Issues : Identifying and resolving deeply technical issues related to custom configurations, data migrations, integrations with external systems, or severe system errors.
Customization and Development Support : L3 handled complex customizations, custom reports, workflows, and enhancements to the D365 system. When users needed specific solutions or workflows tailored to their business processes, L3 was responsible for development and testing.
Performance Tuning : Optimizing the system’s performance, especially in large-scale, resource-intensive processes such as batch jobs, reporting, and heavy transactional workflows.
Collaboration with Microsoft Support : When issues extended beyond the capabilities of the internal support teams, L3 worked directly with Microsoft support for advanced troubleshooting, bug fixes, or updates to D365.
System Upgrades and Patches : Ensuring that customizations and integrations were not disrupted during system updates and applying necessary patches to maintain system stability.

L3 support professionals were typically experts with deep knowledge of D365’s architecture, coding, database design, and integrations.

Key Results and Benefits

The structured L1, L2, and L3 support approach led to several positive outcomes for the company:

Reduced System Downtime

By addressing issues quickly at the L1 and L2 levels, end-users faced minimal interruptions in their daily operations, while complex issues at L3 were resolved with minimal impact on productivity.

Improved User Adoption

Proactive support and clear communication helped users adapt to D365 faster, improving overall system adoption rates.

Efficiency in Issue Resolution

The tiered approach ensured that the right team addressed the right problem, which minimized resolution times and improved support efficiency.

Increased User Satisfaction

With dedicated support at all levels, users were able to get the help they needed quickly and effectively, increasing overall satisfaction.

Knowledge Sharing and Continuous Improvement

Insights from support cases were used to improve user training, update knowledge base articles, and enhance the ERP system configuration.

Tools and Technologies Utilized

Microsoft Dynamics 365 : As the core ERP system, D365 was utilized for managing finance, operations, supply chain, HR, and other business functions.
Knowledge Base : A repository of troubleshooting guides, FAQs, and system usage documentation to assist L1, L2, and L3 agents in resolving user issues.
Remote Desktop Tools : For L2 and L3 support, remote access tools were used to perform in-depth troubleshooting on user systems.
Development and Customization Tools : Tools like Visual Studio and Azure DevOps were used for custom development, system integrations, and performance tuning by L3 support.

Service Level Agreement (SLA):

Quick Response : The SLA ensured that all issues, received a quick initial response.
Resolution Times : All issues, irrespective of their complexity or support level, were targeted for resolution within 24 hours. This ensured a consistent and efficient approach to problem-solving across all levels of support
Prioritization of Tickets : The SLA included a prioritization framework to ensure that tickets were addressed based on severity and impact, ensuring critical issues were escalated and resolved faster.

Ticket Management and Resolution :

Once a ticket was assigned to the appropriate team, it was addressed according to its priority. Regular updates were provided to users regarding the status of their tickets, ensuring transparency. After resolution, a feedback loop was implemented to assess satisfaction, identify root causes, and prevent recurring issues, helping to continuously improve support efficiency.

Conclusion :

The structured support model provided by Dynamicday Technologies ensures that Dynamics 365 users receive timely and effective assistance, regardless of the complexity of their issues. With a dedicated approach that goes beyond timing bounds, we guarantee our clients receive the highest standard of service and support, allowing them to focus on what matters most—growing their business.

Let’s talk something great together

INDIA

A 1018 Sidhhi Vinayak Business Tower Nr. Adani School Makarba, Ahmedabad, Gujarat 380051

079-49209051

sales@dynamicdaytechnologies.com

L1, L2 & L3 Support for MS Dynamics 365 ERP