MS Dynamics NAV/BC support to improve UX
About the client: Össur is a worldwide leader in non-invasive orthopedics. Established in 1971 and based in Iceland, Össur employs approximately 4,000 people across more than 35 locations. The company is at the forefront of innovative technology in prosthetics and bracing & supports, dedicated to enhancing individuals' mobility for a Life Without Limitations.
Challenge: Össur sought to sharpen its strategic focus and decided to outsource daily ERP system support. The primary challenges included:
● Delivering effective solutions to minimize the backlog of support tickets.
● Continuously improving the user experience across various geographic locations, ERP modules, and categories.
● Configuring and managing global user access levels.
● Facilitating integrations with third-party systems using NAV.
● Supporting the ongoing upgrade of the ERP system from NAV to Business Central 19.
Solution:
1. Business consultants assist system users with account configurations that do not require code changes, while software engineers address technical issues involving complex solutions for Business Central development and software integrations.
2. Errors related to geographic locations, clinic NAV modules, user access rights, account management, and the approval of internal NAV processes are resolved promptly.
3. Support engineers help the internal control team manage user access to sensitive financial data within the ERP system.
4. The team has established a process to address errors flagged by the system through alerts and continuously monitors the internal alert system. The QA and development teams are currently assisting with the upgrade from NAV 2017 to Business Central 19, ensuring smooth integrations with third-party applications.
5. Once the ERP system is upgraded to Business Central 19, support for both NAV 2017 and Business Central 19 will continue to fall under the team's responsibilities.