Client:
Client is US based Distributor with presence in US and Canada.
Key highlights:
AX 2012 Retail 24/7 support engagement for a major retailer
Business problem:
- Microsoft Dynamics AX Retail deployed to the required organizations by the client’s business partners.
- As part of its product support plan, the client intended to outsource Dynamics AX application support services for the back office and Magento integration
- The support services primarily include Finance , SCM, and Retail modules of Dynamics AX 2012 R3 Retail.
Dynamics Teck’s Solution:
- Support scope included AX 2012 R3 and POS user and technical Level-1 support
- Respond to incidents related to Dynamics AX 2012 and resolve the same with quality resolutions as defined in SLA
- Solve complex level problems, involving broad product knowledge or functionality specialty. Participate in internal CSS and customer technical trainings in specialty areas
- Participate in triage meetings with client technical team and engineers to share knowledge and efficiently develop customer solutions
Business benefits:
- Ensuring the SLA compliance for the issues & fixes provided
- Client was able to leverage Dynamics Teck’s vast experience in Dynamics AX support service expertise
- Assisted in new integrations with credit card processing
- Improved TMPI (Total Min Per Incident) with high level customer satisfaction
- Strong ownership of customer issues with accurate resolution leading to customer delight
- Provided Project Management
Tools & Technologies
-Technology Stack
AX 2012 R3 Retail
- Modules:
Finance, Retail HQ, POS , SCM, X++, Morphx, Magento integration
