We often emphasize that the implementation of the Dynamics 365 Business Central system does not end with its launch in the client's company. Equally important is its continuous maintenance, quick response in case of potential failures, and development, ensuring access to always up-to-date solutions. At Nav24, the Maintenance and Development Department is responsible for these tasks. Adrianna Stochel, Customer Support Manager, shares insights into their work.
Let's start with an introduction to your department. How many people are there, what are their tasks, and what do they do daily?
Adrianna Stochel: The Nav24 Maintenance and Development Department plays a crucial role in ensuring uninterrupted, secure, and efficient operation of the Dynamics 365 Business Central system. Thanks to our team's work, users can utilize the technology without interruptions, and clients can focus on achieving their business goals.
In terms of maintenance services, we provide technical assistance to users: we receive requests, diagnose and solve problems. An important part of our work is user education. We always offer advice and tips on the correct use of the system.
We also provide consulting services, supporting our clients in optimizing and developing their IT environment. We conduct training and workshops to enhance users' skills and efficiency in utilizing new solutions.
On a daily basis, our clients are taken care of by Anna Mędrala, Maciej Borowiec, and Michał Zoń, supported as needed by consultants from areas such as Power Apps, Power BI, programmers, administrators, and system architects. In fact, everyone at Nav24 is aware that they may be needed on service to resolve a client's issue as smoothly as possible.
What does a typical day for your team look like?
A. S.: Our typical day, if we can even call it that, is dynamic and full of diverse tasks. We start the morning by reviewing requests that came in overnight. We ensure that priority issues are addressed immediately, and less urgent requests are appropriately categorized and assigned to the right people.
Then, we have a team meeting where we discuss current tasks, new requests, and priorities for the day. This is also a time for sharing knowledge and experiences and solving potential problems that may affect our actions.
During the first hours of work, we handle the most urgent and critical requests. These can be infrastructure issues, system failures, or support for key users. Communication with requesters is crucial here – informing them about progress and collaborating to resolve issues quickly.
In the second half of the day, we focus on queued requests and analyzing data collected throughout the day. We implement fixes, test solutions, and prepare reports. We also deal with documenting our actions and creating procedures that will help us respond even faster and more effectively to future requests. At the end of the day, we update the status of requests and plan tasks for the next day. It is important to us that every problem is properly documented and that we are prepared for upcoming challenges.
The charm of our work lies in its unpredictability. Every day brings new challenges and opportunities, making the job not only demanding but also satisfying.
What characteristics should a good service employee have? What qualities are necessary?
A. S.: Working in the Maintenance and Development Department requires not only technical skills but also the ability to communicate effectively and manage time. A team member must be able to quickly diagnose problems and find effective solutions. Creative, unconventional thinking is crucial, especially in emergency situations. Equally important are patience, the ability to listen, and understanding users' needs and expectations. This combination of qualities ensures that users receive top-level support and the service team operates efficiently and effectively.
Why is working with the Maintenance and Development Department important from the client's perspective? What benefits can they gain?
A. S.: Working with the Maintenance and Development Department is crucial for clients for several important reasons. In the event of technical issues, we are the first line of contact. With appropriate procedures and tools, our team can quickly diagnose and fix malfunctions, shortening downtime and minimizing the impact of technical problems on the client's operations.
Clients also gain access to a team of specialists with extensive experience and technical knowledge who can advise them on best practices and the latest technologies.
Numerous automations ensure that the user is informed at every stage of the request, and the client panel allows them to verify requests in real time.
Thanks to support and development services, the client feels secure and confident that their system is in good hands.
Some time ago, you prepared satisfaction surveys for clients. How important is their feedback to you? What does it provide you with?
A. S.: Client feedback is an invaluable source of information that allows us to continuously improve services, better understand client needs, and build long-lasting, positive relationships. Through satisfaction surveys, we learn what is well received by users, but most importantly, we identify areas needing improvement. Every reported issue is a signal for us to take action, whether it concerns technical assistance, the quality of our products, or interactions with our team. This enables us to take specific corrective and improving steps aimed not only at solving current problems but also preventing their recurrence in the future.
Regular feedback collection allows us to better understand client needs. Knowing what an individual expects, what they appreciate in working with us, and what they lack, we can handle orders in a very personalized way. We can tailor our technical and consulting services to each client's requirements, offering effective solutions. By showing clients that their opinions are important to us and form the basis of our actions, we build trust and credibility. Clients feel more valued and see that their voice matters in the process of improving our services.
Positive feedback and high satisfaction ratings are also a great motivation for our team. We are happy to see that clients actively fill out surveys, and we receive such high marks – for which we are very grateful.
Are there any assignments that particularly stuck in your memory? Were they exceptionally difficult or unusual?
A.S.: With such a large influx of requests, it’s hard for me to recall a specific incident. Our team often faces various challenges that require increased coordination efforts and working under time pressure. We treat every request with the utmost care, applying the best practices we have developed to deliver optimal solutions as quickly as possible.
