Dedicated captive team providing BAU support to business users

Delivery of managed services including Microsoft Dynamics 365 F&O

Our client is a FTSE 250 company and a 50+ year-old business, with over 4,000 employees and a client base spanning the UK, Europe, and North America.

A Dynamics 365 Finance & Operations (F&O) implementation, carried out prior to Panamoure’s engagement, was struggling with a period of post-implementation instability
Finance systems team were spread across supporting BAU activities as well as continuous improvements to the system
Absence of proper root cause analysis to drive down issues & ticket count
SLAs for change were consistently being missed, increasing business frustration
Over reliance on contractors who had no long-term commitment

Panamoure provided a managed service that transferred the day-to-day related management responsibility for delivering (F&O) change
A dedicated and skilled captive team of five Microsoft Dynamics 365 F&O techno-functional consultants and one delivery manager were specifically hired to provide:
- Provision of the second line support for systems
- Review and maintenance of user requests and system changes
- Review and resolution of critical finance operations workflow & interface errors
- Daily triage of BAU requests, assignment to SMEs to execute within agreed SLA response and resolution levels
- Full business and IT stakeholder management, including recommendation of system solutions and improvements