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Case study · Partner switch · Business Central support

From frustration to a support partner they trust

A UK wholesale and distribution business moved its Business Central support to FITS after months of slow responses from its previous partner.

Business Central supportHealth checkPartner switch
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The challenge

The company had been running Business Central for several years, but support had become a daily frustration. Tickets waited days for a first response, the same issues came back after every update, and nobody at the previous partner seemed to know how the system had been configured. Finance and operations staff had started building workarounds in Excel instead of asking for help.

The leadership team wanted a partner who would answer quickly, understand their processes and help them use more of the system – without a disruptive reimplementation.

Our approach

Smooth handoverWe arranged the transfer of the partner of record and administrative access in Microsoft 365, and collected existing documentation, extensions and open tickets.
Business Central health checkOur consultants reviewed setup, permissions, extensions, integrations, job queues and data quality, and listed the root causes behind recurring issues.
Backlog clean-upWe prioritised the open issues with the finance and warehouse leads and worked through them in short, agreed sprints.
Clear support modelA named consultant, an agreed response time, a single ticket channel and a monthly review meeting replaced ad-hoc emails.

The results

Fast, predictable supportUsers know where to raise a ticket and when they will hear back.
Recurring issues fixed at the rootProblems that used to return after updates were resolved in configuration and extensions.
Less Excel, more Business CentralWorkarounds were replaced with standard features and small improvements.
A happier teamFinance and operations users regained confidence in the system and in their partner.

What made the difference

Taking over a system from another partner is mostly about listening and documentation. By starting with a health check instead of a sales pitch, we could show quick wins in the first weeks and build a realistic roadmap for the rest.

Client details are anonymised for confidentiality. References are available on request.

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