Project Overview
Confiz partnered with a government-established hospitality service provider in the UAE to address persistent system downtime and operational challenges in their Dynamics AX 2012 R3 ERP and Dynamics 365 CRM systems. By delivering expert Level 2 and Level 3 support, acting as a liaison with Microsoft, and implementing best practices, Confiz enhanced their system reliability, streamlined financial operations, and established a robust support IT framework that continues to drive stability and business continuity.
The need
Our client, a government-established hospitality service provider in the UAE, was facing frequent system downtime and performance issues with their Dynamics AX 2012 R3 ERP and Dynamics 365 CRM systems. The lack of a structured support framework led to delays in issue resolution, overwhelming their in-house IT team.
Critical problems went unaddressed due to insufficient level 2 and 3 support, resulting in inefficiencies in financial operations. Errors in pay orders, sales orders, invoices, and reports created operational bottlenecks, while receipt management required constant adjustments.
The IT team’s limited expertise in advanced customizations and CRM optimizations resulted in extended troubleshooting times and inefficient collaboration with Microsoft support. Persistent data discrepancies and system failures not only disrupted operations but also threatened compliance and stability, highlighting the critical need for specialized expertise.
The Solution
Confiz partnered with the client as a dedicated managed services and support provider, offering comprehensive Level 2 and Level 3 support for Dynamics CRM and Dynamics AX 2012 R3 systems.
Acting as a direct liaison with Microsoft, Confiz efficiently managed communication and resolution of critical ERP and CRM issues. Our experts prioritized support tickets, documented technical intricacies, and provided swift, effective solutions to ensure operational stability.
Our specialists addressed complex challenges in Dynamics AX 2012 R3, including issues with pay orders, sales orders, invoices, and reporting, through targeted troubleshooting and the application of best practices. Collaborating closely with the client’s finance team, our consultants optimized receipt management by correcting receipt numbers, configuring approval hierarchies, and implementing secure and efficient workflows.
Confiz has been the client’s trusted support partner for the past 5 years, continuously optimizing the client’s CRM system to maintain seamless operations. Our proactive approach ensures the CRM environment remains stable, contributing to enhanced business performance and reliability.
The Outcome
Optimized IT resource allocation
Our efficient support system freed up the client’s ERP and IT teams to focus on strategic initiatives that drive business growth.
Seamless issue resolution coordination
By acting as the primary liaison with Microsoft, Confiz ensured smooth communication and accelerated the resolution of ERP-related challenges, enhancing system reliability.
Faster turnaround time
With our managed services, the client experienced faster resolution of system defects and technical issues, significantly reducing business disruptions and maintaining productivity.
Proactive risk mitigation
The implementation of a robust issue management framework has eliminated operational risks associated with system failures, data inconsistencies, and downtime.
Enhanced user experience & satisfaction
Our support enabled consistent system performance, enhancing user adoption, productivity, and overall confidence in the ERP platform.
Business continuity
We established a reliable support framework that reinforced the client’s IT infrastructure, ensuring long-term stability, scalability, and compliance.
