When something goes wrong in your Dynamics 365 F&O system or Lasernet software, the pressure is on to find a fix, and quickly. We spoke with two members of the ERP Mechanics support team, Ligita Markevičienė and Akvilė Liekmanė, to learn what sets their ERP and document management support apart.
The Senior-Level Expertise Difference
Not all support is created equal. There’s a big difference between a team that recognises a problem and one that has a strong sense of where to look and what to try. With a team largely made up of senior-level consultants, with 10+ years experience, the depth of experience goes well beyond mere familiarity with the system. It shapes the quality of the entire support interaction, from the initial support request through to resolution.
“Experienced consultants understand common issues and can quickly assess situations to provide effective solutions, even in more complex cases,” Ligita said. That level of experience also means consultants can come to a problem already prepared, ready to tackle difficult cases with troubleshooting ideas in hand, rather than starting from scratch. “This ensures customers receive fast and accurate support,” Ligita added.
But technical knowledge alone doesn’t define a great support experience. “Senior-level consultants combine strong functional expertise with the communication skills needed to ask the right questions and manage challenging situations effectively,” said Akvilė.
Communication is easy to overlook in a technical context, but, in our experience, it’s often what separates a frustrating support experience from a smooth one. Asking the right questions at the right time significantly reduces the time it takes to diagnose ERP and document management software issues.
Knowing how to manage different issues is a skill that comes with experience, not just training. But familiarity with the system is only one aspect of the job – understanding how to work effectively with the people using it matters, too.
The ‘All Hands on Deck’ Approach
ERP platforms like D365 F&O are complex, and document management tools like Lasernet need to be configured correctly. Even the most experienced consultant won’t have the answers to every single problem at their fingertips, and the best support teams are honest about that. Rather than relying on a single person’s knowledge, the team shares knowledge, putting their heads together to solve problems.
“When working with us, customers benefit not only from a dedicated consultant but from the expertise of the entire ERP Mechanics team. Because D365 F&O and Lasernet are complex systems, no single person can know everything,” said Akvilė.
Rather than a consultant spending time working through a tough problem alone, the team shares knowledge internally. This means solutions already discovered by one colleague don’t have to be rediscovered by another. “We actively share knowledge internally, allowing us to quickly draw on solutions already known within the company,” Ligita said.
When a problem is more challenging, the support team calls on the developers for help. “When needed, developers also help to resolve issues, and this reduces the resolution time significantly,” said Ligita. The result is a team that works as one, and the clients feel the difference. Rather than being assigned a single point of contact and hoping that the individual has all the answers, clients are backed by the knowledge of the entire ERP Mechanics team.
Full Ticket Visibility and Clear SLAs
Anyone who has dealt with a disorganised and chaotic support process knows how quickly it becomes a victim of its own dysfunction. Points of friction, such as chasing status updates and losing track of priorities, add more stress to what can already be a stressful situation for clients.
The support team’s approach is informed by direct experience. “Some of our consultants have worked on the client side, so we understand how time-consuming it can be to track requests, priorities and invoicing without a proper ticketing system,” said Akvile.
That empathy has shaped how the team has built its own support infrastructure. The Help Desk solution gives customers full ticket visibility, the consultant responsible for each one, current status and priorities, all in one place. This way, clients can see where things stand at any given moment, without needing to chase for more information. “This gives clear progress visibility and reduces the need for status updates,” said Akvilė.
Clear SLAs also reduce uncertainty, both for clients and the support team. “A quick first response confirms that the question has been received and is being reviewed,” Ligita explained. “Agreed resolution times make it much easier to plan ahead, especially when changes involve third-party integrations or vital business processes.” In complex ERP environments, where a fix might involve coordinating across multiple systems or departments, knowing the expected timeframe is essential for accurate planning.
It’s also important to note that the transparency works both ways. Clear SLA commitments and full ticket visibility are beneficial to clients, and they keep the support team accountable. “With clear SLA policies and full ticket visibility, the quality of our support remains transparent and easy to evaluate,” Ligita said.
Quick Response Times
A slow response to a technical problem can have major operational and financial consequences for clients. When something stops working as it should, the impact ripples quickly across the organization.
“ERP and document management systems support critical daily operations, and unresolved issues can impact key transactions or lead to financial losses,” Akvilė said. “Our priority is to respond quickly and focus first on resolving the most business-critical cases.” This starts with effective triaging – distinguishing between urgent issues and those that can wait means the most damaging problems get attention first.
Preventative Long-Term Solutions
One of the more telling signs of a reliable support team is what they do after an issue is resolved. Short-term fixes are great at the time, but long-term thinking keeps the problems from coming back. Some providers that are under pressure to keep resolution times low may default to quick fixes without exploring the root causes. Our approach is different.
“When we receive a ticket, we focus not only on resolving the issue but also on understanding why it occurred and how to prevent it in the future,” said Ligita. “We explain the cause and guide customers on how to avoid similar situations.”
This means every resolved ticket acts as a lesson. Clients want their problems fixed, of course. But they also want to work with a partner that takes the time to help them better understand their own system. In time, ERP and document management software users get more confident, common mistakes become less frequent, and things generally run more smoothly.
When the same issue affects multiple users, the response scales accordingly. Rather than fixing each case individually and moving on, the team looks at the bigger picture. “If we see the same issues repeated by different users, we respond proactively. This could be by improving the instructions we give or by providing extra guidance to prevent common mistakes,” Akvilė said. “The goal isn’t to generate more tickets, but to help customers better understand their systems so their daily work runs smoothly.”
Proactive Support
That commitment to preventing future ERP and document management software issues extends to problems the customer hasn’t even considered yet. This is perhaps where the team’s experience is most evident. A less seasoned consultant might resolve the issue and close the ticket. A senior consultant drawing on years of working with complex environments often recognises that what has been reported is only part of the picture.
“Even when working on a specific issue, our consultants often notice missing data or configuration problems that may not be visible to the client yet,” Ligita explained. “We focus not only on resolving the current case but also on reviewing related setups to prevent future issues.”
She pointed to one example where, during an investigation, the support team noticed unexpected changes in a posting profile. “By enabling tracking, we identified that a user had unintentionally modified the setup without fully understanding the impact of doing so,” Ligita said. By catching a potentially significant problem before it had a chance to escalate into something more serious, the team saved the client from future headaches.
Dynamics 365 F&O and Lasernet Support You Can Rely On
For businesses relying on ERP and document management systems to keep their operations running smoothly, the quality of support in place is everything. Getting it right means finding a team that rejects short-term fixes in favour of long-term solutions, and that’s precisely what the ERP Mechanics support team does.
Get in touch with us today to find out how a more experienced and collaborative approach to ERP and document management support saves your business time, money and frustration.