Dedicated captive team providing BAU support to business users | Panamoure Consulting

Dedicated captive team providing

BAU support to business users

Delivery of managed services including Microsoft Dynamics 365 F&O

Delivery of managed services including Microsoft Dynamics 365 F&O

Dedicated captive team providing

BAU support to business users

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.

What were the challenges?

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

So, what did we do?

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

Results

Our managed service directly improved the effectiveness and efficiency of end-to-end F&O operations.
- Within the first 60 days of operation, the Panamoure team closed out 67% of the ticket backlog, supporting 71% of F&O business processes
- 95% of SLA levels achieved – ensuring smooth business operations and a happy user base
- Enhanced multi-time zone coverage ensured – 14 hours coverage, not standard 8 hours
- Annual savings of 61% (£475k) achieved over the normal UK hiring of contractors
- Freed up client’s existing resources to focus on strategic initiatives instead of BAU
- Improved knowledge retention through the continuous documentation of Standard Operating Procedures, logged in to a complimentary dedicated and bespoke Panamoure Learning Management System (LMS) for the client
- Our industry expertise and coverage of the broader technology stack meant our client also used us as a one-stop-shop for their other technology queries / requirements

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