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.
At Synergy Technology, we’ve been supporting Microsoft Dynamics solutions for over 20 years. From the early days of Dynamics NAV to today’s modern Dynamics 365 Business Central platform, we’ve helped hundreds of UK businesses get the most from their ERP system with expert, proactive, and personal support.
So if you’re starting to think it’s time for a change, read on. In this post, we’ll explore:
Why Switch Microsoft Dynamics 365 Business Central Support Providers?
There are many reasons an SME might start looking for a new Dynamics 365 Business Central support partner. If any of the following sound familiar, it could be time to reconsider your options:
Poor Response Times or Service Levels
Support tickets take too long to be acknowledged or resolved, and you’re left chasing updates. This results in costly downtime and frustrated users, the very opposite of what a support service should deliver.
Lack of Proactive Support
A reactive helpdesk that only springs into action when something breaks isn’t enough. You need a partner who actively helps you prevent issues, advises on best practices, and ensures your system remains optimised and secure.
Limited Technical Expertise
As your system becomes more complex, with customisations, integrations, or newer Business Central modules, you need a support partner who genuinely understands the full picture.
Outdated Knowledge or Technology
If your partner hasn’t kept up with the latest Dynamics 365 Business Central updates or broader changes in cloud-based ERP, you could be missing out on valuable new features and performance improvements.
Poor Communication or Relationship Management
You deserve a support team that listens, responds promptly, and takes time to understand your business. If your current provider treats you like a ticket number rather than a valued client, it’s time to reassess.
Business Growth or Change
As your company evolves, your support needs evolve too. Whether you’re growing your team, expanding into new markets, or increasing system complexity, your support partner must be able to scale with you.
Vendor Certifications or Authorisations
To stay compliant and competitive, it’s important to work with Microsoft-approved partners who are recognised for their expertise and professionalism.
Hidden Costs or Poor Value
Unexpected fees or inflexible pricing can make you question whether your support contract still offers value. Transparency and cost-efficiency should come as standard.
Lack of Strategic Input
A good partner doesn’t just fix problems, they help you plan ahead. From upgrades and licensing to integrating with other systems, strategic guidance makes a big difference.
Mergers, Acquisitions, or Service Disruption
If your current provider has merged, been acquired, or shifted focus away from ERP support, you may no longer be getting the same level of care and expertise.
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 0345456 0050 or send us a message through our contact page.
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