"Exceptional response times, proactive in delivering solutions and are open and transparent in all forms of communication."
Akita provides Microsoft Dynamics support for a major UK university's Dynamics CRM 2013 setup.
Microsoft Dynamics is the university’s key system for managing prospective applicants. It’s used to store data from UCAS, events and wider attraction processes. The university also uses Click Dimensions with Dynamics CRM to allow it to market to existing and former students from within Dynamics CRM 2013.
The university has approximately 200 people using its Dynamics system, with 8 of these considered core users. Should an issue arise for any of them, they require responsive assistance. The university’s previous support partner was underperforming here. Even the smallest of development tasks were taking weeks to perform. They required a more professional Microsoft Dynamics support partner.
Through our Dynamics support services, Akita has been able to provide the university with rapid response to issues. Our consultants have also reduced project development timescales from weeks to days or even hours.
Our Dynamics support agreement provides the university with access to our helpdesk team. Support tickets are submitted via phone, email or our customer support portal. Our team then addresses all issues quickly, working to guaranteed SLA response times. As a Microsoft Tier One CSP partner, Akita can also refer issues directly to Microsoft for fast resolution should the fix be a coding issue with Dynamics itself.
As Akita is also a Click Dimensions partner, we’re able to offer support for this solution as well. This includes managing updates and ensuring integrations are performing correctly across the university’s digital estate.
The support agreement also includes development days for the university to use. This banked time is used as required for consultancy and projects, whether that’s for Dynamics modifications or expansion.
Alternatively, banked time can also be drawn upon to resolve more in-depth technical issues. This provides a more cost-effective approach than commissioning fixes as projects, and banked time can be topped up as needed.
Overall Akita’s partnership with the university has significantly improved both the quality and response of Dynamics support received, with one user describing our service in the following way: "Exceptional response times, proactive in delivering solutions and are open and transparent in all forms of communication."
To discuss Microsoft Dynamics support for your organisation, please get in touch.