When your Corporate ERP application is pretty much implemented and you are now in maintenance mode, local service might be too expensive and paradoxically too slow.
In this small paper we will review how such Accounting system as Microsoft Dynamics GP (formerly known as Great Plains Dynamics) could be supported remotely via web sessions and phone conferences. In basic implementation, including such phases, as installation and modules setup, data conversion and final migration, user training, it is typically good idea to do that locally, where you can work with your dedicated Great Plains consultant or consulting team. Later on, when everything seems to be OK with initial implementation shock and all your Dynamics GP users are more or less comfortable to do their daily transactions, weekly and monthly routines – there is no longer a need in GP consultant “babysitting” your users and you can cut ERP support cost by eliminating such expenses as travel cost and time, higher hourly rates (especially in large business metros and downtowns). Plus remote technical and functional support could be scheduled and even be provided instantly on demand (especially when your Dynamics GP Partner carries nationwide Great Plains support call center). Let’s review additional pluses and possible minuses of the remote Corporate ERP support, plus support technology:
1. Consulting expertise. While local Dynamics GP Reseller has to concentrate on adding new customers with initial full service cycle, including software licenses sale, generic implementation service billable hours. This business model may dictate very broad but at the same time reasonably “shallow” expertise for Dynamics GP consultants poll, as it is unreasonable to expect, that most or even half of your newly coming customers will be in say “custom granite countertops” production and distribution industry. Even if you pick local office of Dynamics GP VAR, who has presence USA and Canada nationwide, this still doesn’t mean that you will get top local expertise (these resellers typically have semi-autonomous local practices, where headquarters supports them with advertising campaign, lead generation, management teams regular quarterly and annual meetings to discuss the strategy, etc.). For ongoing support we recommend you to consider nationwide Dynamics GP technology consulting companies, concentrating on helping existing GP customers (after the initial implementation) and not targeting new initial software sale. These partners often market themselves as having Dynamics GP Dexterity Software Development Factory, eConnect programming department, Centralized Technical Support call center with technicians, experienced in data recovery, custom programming and expertise in specific industries (as it is reasonable expectation to have large percentage of the unique industry niche to be served nationwide and internationally)
2. Web Session as technical support media. In such popular web sessions as Gotomeeting, WebEx, etc. You as Great Plains user typically share your computer screen with supporting consultant and if required give her or him keyboard and mouse control. Web session providers may give you conference phone number (if you have new product presentation web session and numerous people should attend, including several of your regional locations) or call directly your phone, if you expect only yourself and consultant to be in the web session
3. Skype, combining VOIP and video conferencing. We recommend Skype phone and video conferences, as here you may directly see the face and the office environment of your supporting technician (if you have Skype account at your end, if you don’t Skype VOIP call could be considered as regular phone call to your office number)
4. Industry Specific Business Logic addition. Here you may decide to implement your industry Great Plains add-on, or order custom programming in Dexterity, eConnect, VBA/Modifier, Integration Manager, MS Visual Studio (typically C# or VB.Net projects). It is probably possible to do it directly through your local GP Reseller (where they might have one programmer, who has some exposure to Dexterity, eConnect, SQL scripting and done reasonable number of projects for various industries), but in our opinion it is more reasonable to place such a project through nationwide Great Plains technology partner with maybe ten or more Dexterity programmer with exposure to twenty plus project for each developer
5. Breaking through the high cost of international phone calls. Obviously web session doesn’t know where your international office IT address is located and the same should be said about Skype (or similar VOIP providers). However the real issue might be unstable and very slow internet connection in your internationally located facility, we strongly believe that this issue should be resolved within several years, especially in such manufacturing and services outsourcing countries, as China, India, Indonesia, Malaysia, Philippines, Brazil, Argentina, Chile, Pakistan
6. What you should not expect from remote Dynamics GP support. You should have computer hardware and networking support engineer locally, as we cannot replace your network or computer graphics card. This doesn’t mean, however that you have to have somebody who inserts installation DVD (or old fashioned CD) into DVD drive – this could be done remotely by downloading DVD or CD image to your server and then mounting it via virtual CD/DVD drive (MagicISO, Daemon Tools, and similar shareware products)
7. To request further support, please call us 1-866-528-0577, help@albaspectrum.com We need to discuss your cards in order to recommend you the best solutions, which is not contingent to our preferences. We serve you USA/Canada nationwide via remote support (web sessions and phone/Skype conferences). Local service is available in Western Michigan, Chicagoland, Southern California (LA, Orange County, San Diego), Houston area of the state of Texas
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