Choosing an implementation partner is as important as choosing the software. The same product, implemented by different teams, can produce very different results. If you are selecting a Microsoft Dynamics 365 partner in Canada, these are the questions worth asking, including the ones partners don't always volunteer answers to.
1. Product depth
- Which Dynamics 365 products does the partner implement: Business Central, Finance and Supply Chain Management, or both?
- If both, can they explain honestly which one fits you? A partner that only sells one product will tend to recommend it.
- How many projects has the proposed team delivered on that product?
2. Microsoft relationship
Ask exactly what the partner's Microsoft status is, and what it means for you. For example, a Microsoft Indirect Reseller (CSP) can sell and manage your licences, and an Independent Software Vendor (ISV) builds its own products for the platform. Designations and specializations can be checked in Microsoft's partner directory.
3. Relevant experience
- Projects in your industry, or with similar processes.
- Experience with your starting point: GP, NAV, AX, QuickBooks, Sage or another ERP.
- Case studies or references you can speak to directly. Ask what went wrong on those projects and how it was handled.
4. The team
- Who will actually work on your project, and how much of their time is committed?
- Will the people in the sales meetings be involved in delivery?
- Will the same team support you after go-live?
5. Methodology
- How does the partner run discovery, design, build, testing and cutover?
- How many trial data migrations are planned?
- How is user acceptance testing organized, and who writes test scripts?
- What does the partner need from your team, and when?
6. Commercial terms
- Fixed price, time and materials, or a mix? Fixed price usually requires a defined scope first.
- How are changes priced and approved?
- What happens if timelines slip, on either side?
- Who owns custom code and documentation?
7. Support model
- Support hours, response targets and escalation paths.
- Coverage for critical issues outside business hours.
- How Microsoft's regular updates are tested and applied.
- Monthly reporting on tickets and recurring issues.
8. Canadian specifics
- Experience with GST/HST and provincial sales taxes, including BC PST.
- Canadian banking formats and payroll integrations.
- Time zone coverage for your offices.
- Data residency: Business Central and Finance and Supply Chain Management can run in Microsoft's Canadian datacenter region.
9. Fit and communication
Finally, choose a team you can work with through difficult conversations. ERP projects always involve trade-offs, and you need a partner who will tell you plainly when something is a bad idea.
About Tech Sarwar
We are a Microsoft Partner, Indirect Reseller (CSP) and ISV based in Surrey, BC, implementing both Business Central and Finance and Supply Chain Management for more than nine years. We have taken 16 projects to go-live and recovered 8 stalled implementations. Learn more about us or our work as a Dynamics 365 partner in Vancouver, and contact us to ask any of the questions above.