Implementing an Enterprise Resource Planning (ERP) system like Dynamics 365 Business Central across an organisation is often a significant undertaking. It can be stressful, time-consuming, and disruptive to regular business operations. For many businesses, the implementation process demands months, sometimes even years of planning. Data migration, testing, and training all add to the length before finally reaching the go-live stage. While most of the focus during an ERP rollout is understandably on getting the system live, what often gets overlooked is what happens next. Once the system is operational, attention naturally shifts back to business-as-usual activities. Unfortunately, this can mean that post-go-live support, also known as Operations Support, takes a back seat. This stage, however, is critical in ensuring that the investment made in the ERP system continues to deliver value long after the initial go-live. Having local support for this stage makes the whole process even smoother.
Our experience supporting Business Central
At Fenwick, we’ve been implementing and supporting Dynamics 365 Business Central (and previously Dynamics NAV) for over 25 years. In that time, we’ve seen firsthand the difference that high-quality, ongoing support can make. In fact, we focus about one-third of our work on Operations Support for existing customers. This support is not just about resolving issues or answering technical questions, it’s about helping businesses get more from their system as they grow and evolve.
Operations Support includes implementing additional Business Central features that were not prioritised during the initial go-live. It’s also about responding to new business needs, adjusting workflows, and providing refresher training to ensure staff continue to use the system effectively. Business requirements change, new team members come on board, and different parts of the system become more relevant over time. Ongoing support ensures your ERP system evolves with your business.
In addition, around 30% of our current customers have come to us after working with another Business Central partner. In many cases, these businesses were looking for more proactive, responsive, and localised support. The transition often begins with a thorough review of their Business Central setup to ensure it meets their business requirements. From there, we help implement quick wins through Fenwick Apps and offer structured training to ensure users are confident and equipped to get the most from the system.
Our approach to support has also been a key driver of growth, especially in our Sydney office. Opening late 2022, since then, over 10 new Sydney-based customers have switched from other partners to work with us for local Business Central support. Many of these organisations had faced challenges during their original implementation, whether it was incomplete configuration, limited user training, or lack of post-go-live assistance. Our team has been able to resolve these issues and provide consistent, high-quality support moving forward.
The value of local, in-person support
Fenwick prides itself as being present in three of the capital cities in Australia; Melbourne, Brisbane and Sydney, giving us the local edge, no matter where our clients are. Having a local presence has proven especially valuable in building strong relationships with our customers. Being physically present allows us to offer in-person support and training. Many businesses find this more effective than remote assistance alone. Whether at the customer’s office or ours, face-to-face engagement fosters clearer communication and a better understanding of the day-to-day realities of each business. This has allowed us to deliver support that’s not just technically sound, but genuinely helpful and relevant.
Wrapping up
Post-implementation support should not be seen as an afterthought, it’s a long-term investment in your ERP system and your team. While the implementation phase lays the foundation, it’s ongoing support that ensures your system continues to run efficiently and adapt to changing business needs. Dynamics 365 Business Central is built to evolve, and with the right support in place, it can continue to deliver value as your business grows and changes.
