The value of a long-term support partner
Aegis Chemical Solutions is a Houston-based leader in production treating chemicals, water treatment technologies, water transfer services and completions and drilling products. After several failed implementation projects, Aegis brought in Rand Group who successfully implemented Microsoft Dynamics NAV for its 40 users. Since the implementation, Rand Group has been partnering with Aegis to provide ongoing support for Dynamics NAV, including training, system customizations, troubleshooting, and hotfixes.
Client Aegis Chemical Solutions
The value of a long-term support partner
Aegis Chemical Solutions is a Houston-based leader in production treating chemicals, water treatment technologies, water transfer services and completions and drilling products. After several failed implementation projects, Aegis brought in Rand Group who successfully implemented Microsoft Dynamics NAV for its 40 users. Since the implementation, Rand Group has been partnering with Aegis to provide ongoing support for Dynamics NAV, including training, system customizations, troubleshooting, and hotfixes.
Client Aegis Chemical Solutions
The Goal
Inability to use Dynamics NAV after failed implementation, plus need for ongoing support to help maintain systems and grow the business.
The Outcome
Rand Group fixed the Dynamics NAV implementation, and has continued to provide timely and helpful support since 2015 as a long-term partner.
The Aegis team has learned a lot over the years about Dynamics NAV, both on our own and with assistance of Rand Group. Rand Group has served as the best resource in our learning curve of NAV, which has allowed us to better use the application.
The challenge
Aegis Chemicals suffered through multiple failed implementations of Dynamics NAV before engaging with Rand Group and needed help correctly implementing the ERP solution to meet its business needs and serve customers. Additionally, Aegis was searching for a long-term partner to help maintain NAV through end user training, error resolution, and hotfix application. As Aegis continued to grow its business, they sought help improving NAV to grow with them through customizations, automation, and integrations.
Need for long-term partner
The solution
Aegis chose Rand Group as their implementation and long-term support partner. Rand Group provides a number of different support contract options, all of which include access to application specialists, software developers, and data scientists. When Aegis requires assistance with Dynamics NAV, they submit a support ticket to Rand Group through email, phone, or the support portal. Rand Group’s support portal is a real-time graphical representation of the status of support contracts, when and where clients use support time, outstanding cases, and a full case history.
The result
Aegis receives timely support from Rand Group and continues to operate successfully in Dynamics NAV. One example of support was when Aegis printed out 1099 documents and the text wouldn’t correctly line up on the form. In order to meet a deadline, Aegis needed the forms printed and mailed out that same day. To correct the problem immediately, Aegis submitted a support ticket and Rand Group completely resolved the alignment issue within hours.
“The Rand Group support team made the needed adjustment in just a few hours and we were able to get the papers out on time. Primarily we reach out to support for custom changes so that we can tailor NAV to support our business model or to conform to changes required by customers.”
Additionally, Aegis continues to require customizations in Dynamics NAV to meet their changing business landscape. For example, Rand Group built a customization where a normal user activity in NAV automatically creates a ticket in Aegis’ third party ticket system. This customization saved its users several hours a week in manual data entry.
Issues solved within hours
We have a primary support contact and I can expect to hear back from them typically within a few hours after submitting a ticket. I like the fact that I get to work with the same people and you get to know the person you’re talking to.
Get expert support from Rand Group today
Rand Group has a dedicated team of Dynamics NAV experts that support every version of the application. We offer a continuous improvement program that provides holistic support including business, technical, and accounting assistance beyond your Dynamics NAV support needs. Our methodology focuses on providing Dynamics NAV solutions tailored to your specific business rather than taking a generic approach. Rand Group support plans can accommodate a few hours of support for emergencies and hotfixes, or regular support of your business applications and infrastructure.
Take the next step with Rand Group
Rand Group is highly experienced with integration projects, and has strong technical skills, business acumen, and industry knowledge to make sure that the maximum business impact is achieved for our clients. Our team of software engineers has experience integrating many types of systems — ERP, CRM, warehouse, rental, and retail systems — as well as external integrations through EDI, and vendor and customer portals. Learn more about Rand Group’s integration services, software engineering capabilities, support options, and more by contacting us today.
