What is an implementation rescue?
Imagine for a moment that you’ve invested a lot of time, money, and resources into a software implementation that is supposed to help your business function more effectively. Now, imagine that the system you’ve invested in isn't meeting your expectations for some reason, or mid-implementation, you realize it is not going as you had hoped. If this has ever happened to you, you know how frustrating this scenario can be, especially with high stakes such as financial losses, excessive downtime, and flustered employees. What was meant to be a helpful solution has become an expensive headache.
When a Dynamics implementation fails, that doesn’t necessarily mean that your investment is a failure—there are ways to get your system up and running properly without starting from scratch. An implementation rescue is a service that helps organizations in the situation described above by diagnosing and repairing the cause(s). So, if your Dynamics implementation feels more like a burden than a solution, it might be time for a rescue to get your budget, timeline, and expectations back on track.
Two common scenarios
There are typically two different scenarios that might warrant an implementation rescue.
The first occurs during the implementation process. Perhaps things have not been going as you had hoped for one reason or another, and your gut is telling you that it is time to explore other options. You’ve already invested your time and energy in Microsoft Business Central, but the implementation process is not going the way you want it to. Perhaps what you were promised is not being delivered, or you feel like your business processes aren’t being accounted for, leaving you and your team feeling unprepared to actually use the system. You don’t want to give up, but you’re ready to explore other options, because your business needs to move forward and deserves a system that helps you grow.
The second scenario involves a successful implementation, but after the system has gone live, you’re not receiving the sort of support you had hoped for. It could be that your business was transferred to a different support team who may not be as familiar with your environment and processes. Perhaps you’re struggling to get continued training for your team or aren’t experiencing timely ticket resolution. You are happy with Business Central itself, but want to keep growing and improving, and you need solid support to do that.
So, what’s your experience?
Signs that your Dynamics implementation is in trouble
There are several ways in which a Dynamics implementation can fall short of your expectations. You might have found that your users struggle to navigate the system and its functionalities, not knowing how to navigate the interface or locate any of the tools needed to do their jobs. You may notice issues with data migration, leading to inaccurate reports and incomplete records. If your system has been over-customized, it might be unstable and feel overengineered. Perhaps you’re struggling with a lack of partner support, poor communication, and you feel unprepared to actually use your new solution.
Any of these issues are signs that something just isn’t right with your current implementation, and you deserve to get what you’ve invested in—a solution that improves your business processes and makes your job easier, not harder. If you’re struggling in any of these areas, Syvantis can help.
Our implementation rescue process in six steps
In our many years of consulting and implementation services at Syvantis, we have seen everything under the sun when it comes to implementations gone wrong. So, we developed our own rescue process to help get implementations back on track. The procedure detailed below is not an industry standard, but a step-by-step guide of our own process that we’ve created because we know just how complex implementation issues can be.
The first step in an implementation rescue is to conduct a thorough system assessment meeting. At Syvantis, our team will take the time to meet with you, learn about your business processes, and understand your specific needs, frustrations, and vision for your organization’s future. This helps us ensure that your Dynamics solution actually meets your business needs and doesn’t overcomplicate any of your existing processes. And we provide this assessment meeting at no cost and with no obligations.
In the second step of the process, our team provides a solution proposal detailing your options and our recommendations, keeping in mind the current state of your system, your needs, and your top-to-bottom business processes. From there, our team will meet with you to help you determine the best path to reach your end goals.
The third step of an implementation rescue will be as unique as your situation. We would most commonly repair or rebuild your system to better tailor it to your business processes. Occasionally, we may advise you against something you originally wanted because it won’t align with your long-term goals, it’s overly complicated, or timely/costly when it doesn’t need to be. Every configuration and customization should serve a very specific purpose that supports the long-term health and success of your solution.
During the repair or rebuild stage, we conduct testing on your functionality and processes and make adjustments based on the findings in this step. Comprehensive training upon implementation and afterward is encouraged to ensure your team can confidently and effectively use the system and get the most out of it.
Next, it is time for your system to go live. All testing and necessary adjustments have already been completed, so your team can hit the ground running without any roadblocks. If any concerns arise during go-live, our team is right there to ensure that those concerns are promptly resolved.
The final step of the implementation rescue process is ongoing support post go-live. Our implementation team will be the same team that provides ongoing support for your system. This way, we fully understand your business and system because the same people were with you from the start. Plus, your team will meet with you regularly to ensure that you are consistently supported and on track to achieve your long-term goals, which may include ongoing customizations that were not implementation must-haves. We will also keep you updated regarding system updates, new functionality, and even assist with onboarding new team members and upskilling current employees.
Deciding what to do with a struggling Dynamics implementation can feel frustrating and overwhelming, but it does not mean the end of the road for your system. With a careful approach and appropriate expertise, the root causes of implementation issues can be identified and stabilized.
But an implementation rescue is not just about fixing what is broken. It is about building a long-term, sustainable solution that aligns with your organization’s processes and goals and can evolve alongside your business over time. Syvantis is here to make sure that happens for you. We don’t solely see ourselves as a technology partner; we strive to establish ourselves as an extension of your team because your success is our success.