If your business relies on Microsoft Dynamics 365 Business Central and you’re not satisfied with your current support provider, you’re not alone. Many small to medium-sized enterprises (SMEs) in the UK find that their existing Dynamics 365 Business Central support partner no longer meets their needs, whether due to poor response times, lack of strategic input, or simply outgrowing their capabilities.
Synergy Technology is a Microsoft solutions Partner for Business Applications, as well as a Certified Solution Specialist for Small and Midsize Business Management, which is given to partners who demonstrate deep knowledge, extensive experience, and proven success in providing cloud-based business applications to the small and midsize business market. We have been implementing, supporting, and integrating Microsoft Dynamics 365 Business Central, Dynamics NAV and Microsoft Navision solutions for businesses across the UK for over 20 years.
So if you’re starting to think it’s time for a change, read on.
When It Is Time to Change Your Business Central Support Partner
There are many reasons an SME starts searching for better Business Central support in the UK. If any of the following sound familiar, it may be time to switch partner.
Slow Responses and Poor Service Levels
- Support tickets take too long to be acknowledged or resolved.
- You find yourself chasing updates and explanations.
- Users are left unable to work, creating costly downtime and frustration.
This is the opposite of what Business Central support should deliver. You need a partner who restores productivity quickly and keeps your business moving.
Reactive Helpdesk, No Proactive Guidance
- Your current partner only reacts when something breaks.
- You get little or no advice on best practice, optimisation or security.
Modern Business Central support should help you prevent issues, not just fix them. A proactive partner will review how you use the system, suggest improvements and keep you ahead of change.
Limited Business Central Expertise
As you add users, new modules, customisations and integrations, your system becomes more complex. You need a support partner who:
- Understands standard Business Central and your bespoke setup.
- Can troubleshoot across integrations, add-ons and third-party solutions.
- Knows how to stabilise your current platform while planning for future growth.
Outdated Knowledge or Technology
If your partner has not kept up with the latest Business Central releases or wider cloud ERP changes, you could be missing:
- Valuable new features that streamline processes.
- Performance and security enhancements.
- Modern reporting and automation capabilities.
An up-to-date partner ensures you get full value from your ongoing Microsoft investment.
Weak Communication and Relationship Management
You deserve a support team that takes time to understand how your business works, not one that treats you like a ticket number. Look out for:
- Vague or infrequent updates on open issues.
- Little interest in your strategy, goals or constraints.
- No regular review meetings or improvement plans.
A good Business Central support partner will build a long-term relationship, not just provide a helpdesk.
Your Business Has Moved On
As your organisation grows or changes, your support needs change too. For example:
- Expanding into new markets or channels.
- Increasing transaction volumes or warehouse locations.
- Introducing more automation or advanced reporting.
Your Business Central support must scale with you and offer the additional expertise you now require.
Certifications, Authorisations and Compliance
To stay competitive and compliant, it is important to work with Microsoft-approved partners recognised for their expertise and professionalism. This gives you confidence that:
- Your partner understands Microsoft’s roadmap and licensing.
- You have access to certified consultants and best practice guidance.
Hidden Costs or Poor Value
Unexpected fees, restrictive contracts or inflexible pricing can make you question whether your support agreement still represents value. A better partner offers:
- Transparent pricing and clear Service Level Agreements (SLAs).
- Support that focuses on outcomes and user adoption, not just time spent.
No Strategic Input or Roadmap
A strong partner does more than fix incidents. They should:
- Help you plan upgrades and new releases.
- Advise on integration with CRM, warehouse, e‑commerce or other systems.
- Align Business Central capabilities with your wider business strategy.
If you are not getting this today, you are missing a key part of what Business Central support should be.
Mergers, Acquisitions or Service Disruption
If your current provider has merged, been acquired or shifted focus away from ERP, service quality can change overnight. If you have noticed a drop in responsiveness or consistency, switching partner may be the best way to protect your business.
Why Choose Synergy Technology for Microsoft Dynamics 365 Business Central Support?
At Synergy Technology, we believe that support is about more than just ticking boxes. It’s about creating a genuine partnership, one built on trust, knowledge, and real results.
Over 20 Years of Experience
We’ve supported UK SMEs through every stage of the Dynamics journey, from NAV to Business Central, from on-premise to the cloud. We understand the challenges that growing businesses face and offer tailored solutions to match.
Our Dedicated SynergyCare Service
SynergyCare is our in-house support offering for Microsoft Dynamics 365 Business Central. It’s built on the following principles:
- Tailored support contracts to suit your specific business needs
- UK-based experts who know your system inside out
- Fast, responsive service with clear SLAs
- Proactive system guidance to help you get the best from Business Central
- Flexible access to support via web form, email, or our client portal
- Impact-based priority matrix to ensure critical issues are addressed fast
- Transparent Service Level Agreements
Support That Works the Way You Do
You can raise a ticket by:
- Completing our online form with guided dropdown options.
- Emailing the helpdesk directly.
- Logging into our client service portal, where you can track, prioritise, and attach screenshots or files.
And yes, we answer the phone too.
You can read more about our SynergyCare support service in our brochure below:
Common Concerns About Switching Support Providers, and Why They’re Not a Problem
Many businesses hesitate to move support providers because they’re told it will be too disruptive, costly, or time-consuming. Here’s why those concerns are often unfounded:
“You can only get support from the partner who implemented your system.”
Not true. Microsoft Dynamics 365 Business Central is supported through the partner channel, which means you’re free to choose a support partner that’s right for you. You don’t have to stick with the original implementer.
“A new partner won’t be able to access or maintain the bespoke code we’ve written for you.”
This is rarely true. We regularly take over support for customers with customised systems created by other partners. In almost all cases, code is accessible. Where challenges exist, we follow a thorough onboarding and audit process to identify and resolve any issues.
“You can’t take our code with you, or continue using it if you leave.”
Most customisations done specifically for your business are yours to keep. ISV add-ons developed by a third party, can continue to be used under your new partner, as long as relevant fees are maintained.
“You can’t move mid-way through your Microsoft Enhancement Plan.”
You can switch partners at any time. The contract for your Microsoft licences is with Microsoft, not your partner. As long as your Enhancement Plan is paid up, you’re free to move.
“Only we understand your system – a new partner won’t get it.”
While there may be some benefit if the original implementation team is still in place, that’s often no longer the case. A skilled partner will take the time to understand your system properly. We go beyond the code, we work closely with your users to understand daily processes and build a strategy that works for your business.
“Switching partners will mean downtime.”
Not with Synergy Technology. We have a proven onboarding process that ensures a smooth transition, including knowledge transfer, system documentation, and a full review of your current setup before support begins.
“They won’t understand our customisations.”
We’ve worked with complex, heavily customised systems across a wide range of industries. During onboarding, we take time to understand your configuration, and we can even document areas your current provider may not have explained clearly.
“You’ll lose access to your historical support logs.”
This depends on your current provider’s systems, but we’ll work with you to extract and retain as much historic data as possible, and we’ll build a full ticket and issue log moving forward.
“It will cost more.”
In many cases, we offer better value for money, not just in terms of price, but in what you get for your investment. With proactive support, strategic advice, and access to certified experts, you’ll get far more than just a break/fix service.
Most of the questions you might have can be answered by reading the following post on the Microsoft website:
Ready for a Better Dynamics 365 Business Central Support Experience?
If you’re looking for reliable, responsive, and knowledgeable Dynamics 365 Business Central support in the UK, Synergy Technology is here to help.
With a flexible support structure, deep technical expertise, and a focus on long-term partnership, we’ll give your business the care and attention it deserves, and help you get the very best from your investment in Business Central. To find out more about our Dynamics 365 Business Central support services call us on 0345 456 0050 or send us a message through our contact page.
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