Accelerating Efficiency with our Support and Managed Service for Microsoft Dynamics 365 for Finance and Supply Chain Management:
The Project
A prominent, independently owned British supplier in the automotive aftermarket industry, with an expanding international footprint, set out to enhance its ERP support model to match the evolving needs of its business. With an offering of over 14,000-part numbers covering replacement parts for European, Japanese, and Korean vehicles, the company caters to a wide network of workshops, garages, and distributors globally.
Built on the principles of quality, accessibility, and value, the business was established with a clear focus on the aftermarket sector. Its success has been driven by its ability to combine consistent product reliability with pricing that enables downstream partners to maximise margins without compromising on performance.
Positioned intentionally as a value-focused, not budget, brand, the organisation aims to fill a strategic gap in the market by offering professional-grade components that allow customers to reduce costs while upholding high service standards. This operational philosophy has helped it cultivate trust among installation technicians and vehicle owners alike.
As the organisation scaled its operations and increased its global reach, it recognised that the efficiency and reliability of its internal systems, particularly its ERP, would be pivotal in sustaining growth and delivering long-term value.
The Challenge
From Frustration to Modernisation: Gaining Control of ERP Support
The organisation had previously implemented Microsoft Dynamics 365 Finance and Supply Chain Management (formerly known as AX), making it one of the early adopters of Microsoft’s modern ERP platform in the UK aftermarket sector. However, its experience with the incumbent support partner fell short of expectations.
Despite having strong in-house system knowledge and a willingness to optimise, the company often faced slow ticket turnaround times and delays in responses to technical queries. These inefficiencies limited their ability to fully utilise the platform’s capabilities, resulting in underleveraged functionality and missed opportunities for operational improvement.
Furthermore, the business lacked proactive insight and strategic input from its former provider. What it needed was more than a reactive support model, it sought a true partner who could help it navigate system complexities, plan for upgrades, and realise the long-term potential of its Microsoft investment.
In order to support business growth, maintain system uptime, and continuously refine business processes, the organisation began its search for a new, responsive ERP partner who could bring both day-to-day reliability and strategic foresight.
The Solution
Mint Support and Managed Service by Mint Group in the UK: A Proactive and Scalable ERP Partnership
The organisation selected Mint Group and adopted the support and managed service to address its operational pain points. This structured solution introduced a new level of responsiveness and expertise into the business’s ERP landscape.
At the core of the support and managed service is a dedicated support desk, governed by an agreed service level agreement (SLA). The Mint team, comprised of seasoned ERP professionals, ensures that any incidents, questions, or requests are addressed swiftly and thoroughly, preventing small issues from escalating and keeping business functions on track.
One of the key challenges for any Dynamics 365 customer is keeping up with Microsoft’s frequent release cycle. Updates occur as often as every eight weeks, and failing to manage these properly can result in unexpected system issues or missed improvements. Mint’s team assumed responsibility for overseeing this process, conducting impact assessments, planning version updates, and testing functionality to ensure smooth rollouts.
A dedicated Account Manager was also assigned to the client, acting as a strategic conduit for communications around licensing, roadmap planning, new projects, and Microsoft product developments. This personal approach allows the business to stay ahead of technology changes while aligning updates with business goals and operational priorities.
The Outcome
Operational Confidence, Strategic Alignment, and User Empowerment
The implementation of Mint Group’s support and managed service has provided measurable gains across the business. With clear communication channels, defined escalation paths, and fast issue resolution, day-to-day support has become more predictable and efficient.
Moreover, the collaboration between internal stakeholders and Mint Group has improved end-user confidence in the system. Whether addressing minor user queries or managing significant platform changes, the partnership has delivered dependable results.
From a strategic perspective, the business is now better positioned to plan for system upgrades, adopt new features, and make informed decisions regarding Microsoft licensing and integration options. Rather than reacting to challenges, the business has become proactive in its ERP management, allowing it to optimise performance and reduce downtime risk.
Perhaps most importantly, the support model has empowered the internal ERP team. With Mint Group offering dependable expertise, the business can now focus its internal resources on value-generating innovation and process development, rather than system firefighting.
Conclusion
This partnership demonstrates the transformative impact that the right ERP support and managed service model can have. By moving from a transactional service relationship to a collaborative technology partnership, the business has enhanced its operational resilience, deepened system engagement, and established a strong foundation for ongoing digital evolution.
