Learning the emphasis on customer focus

What a week it has been!  I’ve worked to absorb as much as time would allow on the Microsoft training courses for Business Central.  There is a lot of great information to take in. 

One big take away for me this week was the amount of care that goes into an implementation or setup of Business Central for the client.  It might sound cheesy; but Microsoft really cares and wants the client to be successful so the client can continue to grow their business and utilize the efficiencies that come with Business Central.

We’ve all seen it or have heard about an implementation with a different software stand up that either did not go well or the client didn’t know what they were sold.  The selling business makes the software upgrade implementation sound like it is a need for the business; which in most cases it is needed because their business has out grown their current platform, but the business does not fully understand what they are getting.  The implementing business knows the ERP they are going to standup for the client inside and out, but they often forget the client does not know the ERP like they do and what the ERP has to offer their business. 

Fast forward to the implementation date the client is now ready to use the system; typically, they are given limited training; less than five hours and they are expected to be an expert at working in this new system they have never seen until that moment.  Many times, simple things are not working for the client that end up being large road blocks in their day-to-day activities, such as the invoice template not having the necessary data fields or their vendor checks no longer lining up with their check stock they have on hand.  Unfortunately for the client there are times the answer to fix or adjust these issues are non-existent and they are told they have to replace their check stock or go without what they need.

Microsoft and their partners that support their clients in implementations of Business Central focus on the end user and making sure they are setup for success from the very beginning.  There are many meetings to learn the business and their process inside and out to understand what the people of the business are doing to make it successful each day.  The Business Central team will create a journey map from the detailed conversations they have with the teams and decision makers of the business.  This journey map will include the current processes, the users and their key actions, outcomes needed in the work they complete, their likes and dislikes in their current system, and automation opportunities through Business Central. 

Before the first meeting with the business and their team the Microsoft Partner will review who, the business is and any other information they can gather about the business beforehand.  This I believe is the beginning of a successful implementation and sets a great starting point for client confidence in your consulting team just by knowing some of the basics of the business we’re going work for on the project. 

Some key things to think about when meeting with the team members and any decision makers is to ask open ended questions, too many times we won’t get the whole picture if we don’t leave space for the team to talk about themselves, the company, and the tasks they are doing each day.  We want to capture what makes them successful and repeat that or even make it easier and better for them to be successful in their roles.  

If you’re interested in browsing some of the courses to grow your own skills visit Microsoft Learn, I’d love to hear about something new you learned or did not know Business Central could do.