Dynamics 365 Managed Services for a Global Architecture and Design Firm
After go-live, the questions change. This firm needed a support model built for continuous improvement, not just issue resolution.
Overview
A global architecture, engineering, and design firm delivers complex projects across multiple markets and regions. Dynamics 365 supports the financial, operational, and project work behind them.
The system was in place and working. The question had become what to do next — how to keep improving it without putting daily operations at risk.
The Business Challenge
Project-based firms run on timing. Resources are committed weeks out. Financial visibility has to hold across dozens of projects at once. When something in the system slips, the effect shows up in project delivery, not just in IT.
That makes change genuinely risky. Every enhancement, every update, every process improvement carries a chance of disrupting work that's already scheduled. And the firm still had to stay current with Microsoft's two releases a year.
What they needed was a way to keep moving forward that didn't put the current project load in question.
The Solution
HSO provides ongoing Dynamics 365 Managed Services across Finance & Operations and Field Service, covering both the daily support and the longer view.
Key components of the solution included:
Application support and issue resolution
Continuous improvement and enhancement planning
One Version release readiness and upgrade guidance
Strategic service governance
Regular operational and business reviews
Dedicated service delivery leadership
Improvements are planned against project timing rather than dropped in whenever they're ready — which is what makes continuous improvement workable in a project-driven business.
The Business Impact
The firm can improve its systems without gambling on project delivery.
Enhancements are scheduled around project commitments instead of arriving unannounced
Updates are tested before deployment, so Microsoft's release calendar stops being a source of risk
Leaders can see what's coming, which makes planning possible rather than reactive
Technical debt gets addressed on an ongoing basis instead of accumulating until it forces a project
The same service lead knows the environment, so recurring issues don't start from scratch
Support is predictable enough to plan around as the firm takes on more work
The firm can focus on client delivery and trust that the systems underneath will hold.
Looking Ahead
At HSO, managed services is about more than support: it’s about partnership. We continue to work closely with our clients to ensure their solutions remain aligned with business goals, providing ongoing expertise, recommendations, and support as their organizations grow. Whether it’s adopting new capabilities, improving processes, or preparing for future transformation initiatives, HSO remains a trusted advisor every step of the way.
