Online Dynamics Support Pivots Toward Microsoft Partners' Optimization of Customer Support

When Online Dynamics Support launched its online communications and support platform in late 2015, the team believed the biggest opportunity would be around helping Dynamics ERP and CRM customers get more timely, affordable, and direct technical support by accessing a network of freelance consultants.

But, as with many new offerings, the real opportunity may have been waiting to reveal itself. The company has shifted gears slightly, keeping the platform intact but re-focusing on the needs of more traditional Microsoft channel partners. They presented their new model recently at WPC 2016 and shared some of their latest plans with MSDynamicsWorld.

"In launching Online Dynamics Support, what we found was quite a bit of interest from the partner channel in terms of looking at potential ways they could either integrate with a service like ours or see benefit from it," says Jimmi Jakobsen, managing director of Online Dynamics Support. "So on that basis, we changed our strategy to make it a stronger proposition to partners. Although we will still have Dynamics end users using the platform independent of a partner, our key growth effort is with the partners."

The company is now promoting its Customer Support Portal, an application allowing service organizations to connect their customers with their support teams, to improve the support communication lines, and speed up issue resolution, according to Jakobsen. The portal lets partners streamline the support delivery between their support teams and their customers, with a ticketing system as well as IM, voice call, screen share, recording, and remote control ...