Case Study

Fashion Retailer – AX 2012 R3 Application Support

May 1, 2023
3 min read
USA & Canada
Fashion Retailer
Service type:
AX 2012 Retail Application Support


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

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Tom Porter
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