Microsoft Dynamics 365 is a powerful, business-critical solution used by organisations to manage everything from customer service to finance and operations.
But when your Dynamics 365 support partner isn’t delivering, it can quickly become more of a liability than an asset.
At Akita Intelligent Solutions, we regularly work with organisations that have outgrown their existing providers. Below, we explore the key reasons businesses decide to change their Dynamics 365 support partner — and what they should be looking for instead.
1. Slow Response Times
Speed matters. When issues arise in a live Dynamics 365 environment, delays can disrupt critical workflows and frustrate users. Whether it’s a failed integration, a CRM issue, or broken reporting, response times from your Dynamics 365 support partner shouldn’t leave your team waiting.
Organisations need fast, SLA-backed support that prioritises their uptime. If your partner treats Dynamics 365 support as a secondary service — or if responses are routinely delayed — it’s a strong sign that it’s time to look elsewhere.
2. Lack of Proactive Support
An effective Dynamics 365 support partner doesn’t just fix what’s broken. They look ahead — identifying potential issues, guiding optimisation, and keeping your system aligned with business growth.
Many providers take a reactive approach, only stepping in when something goes wrong. But this misses opportunities to enhance performance, improve user adoption, and prepare for Microsoft updates or licensing changes. Proactive partners regularly review your setup and make strategic recommendations to keep your platform working smarter.
3. Insufficient Product Knowledge
Dynamics 365 includes a wide range of solutions — from Business Central and Sales to Project Operations and Field Service. Without deep expertise across these modules, a support partner can’t deliver the level of service your business needs.
If your partner lacks experience with your specific implementation or is unfamiliar with connected Microsoft tools like Power BI, Power Apps, or SharePoint, it limits your ability to evolve. A strong Dynamics 365 support partner should bring cross-platform knowledge and up-to-date technical capability, helping you unlock the full value of your investment.
4. Lack of Industry Understanding
Every sector operates differently — and Dynamics 365 should reflect that. A templated or overly generic setup will rarely align with the unique processes of industries like construction, manufacturing, telecoms, or oil and gas.
Organisations benefit from working with a Dynamics 365 support partner that understands their industry’s operational nuances, compliance needs, and terminology. This ensures solutions are configured to maximise efficiency and provide a better return on investment. If your current partner can’t speak your language, it may be time to switch to one who can.
5. Poor Communication
Support is more than just technical fixes — it’s about partnership. If communication is unclear, inconsistent, or lacking altogether, trust quickly erodes. Whether it’s progress updates, documentation, or ongoing advice, your support partner should be transparent and collaborative.
A great Dynamics 365 support partner works alongside your team — keeping you informed, offering insights, and helping drive change. If you feel left in the dark or unsupported, that relationship is no longer serving your business.
Looking For A Better Dynamics 365 Support Partner?
Akita Intelligent Solutions is a trusted Microsoft solutions specialist delivering comprehensive Dynamics 365 support to organisations across the UK and internationally.
Whether you’re looking to stabilise your platform, improve performance, or get more strategic value, we’re the Dynamics 365 support partner that can help you do it smarter.
Our services are flexible, responsive, and proactive. We offer both ad hoc and managed support packages, with access to accredited consultants covering the full Dynamics 365 suite — including Business Central, Power Platform, SharePoint, and more.
And we go beyond traditional support — offering integration, development, training, and strategic consultancy to ensure your Microsoft environment evolves with your business goals.
Ready to work with a Dynamics 365 support partner that delivers real value?
