What should you expect from your Microsoft support partner?

December 4, 2020 Amanda Sherry

Are you a new Microsoft customer wondering how to best support your solutions? Or perhaps you are considering changing your Microsoft partner to improve your support experience? At Western Computer, we genuinely feel there is not enough emphasis placed on the importance of choosing the right partner to support not only your Microsoft solutions, but your people and your business.

Not all Microsoft support partners are the same.

At the end of the day, your support partner is your insurance policy for your technology investments. A great partner will go above and beyond to fix and prevent issues. Your partner should know your business and your users and even your culture so well that they feel like a seamless extension of your own team. They will know what you need to accelerate performance and how to get you back to business quickly. And your partner should want to empower your people so you are self-sufficient, confident and productive.


So, what should you expect from your Microsoft support partner?

Whether you are a current Western Computer customer or checking us out to see if we are a good fit for your business, there is no one-size-fits-all answer to this question. The best partner to support your business and systems is a critical decision that will impact your business more than you think.

What we can do is share what we’ve worked on for more than 30 years to ensure every customer receives the most efficient, engaged, proactive and transparent support experience possible.


Senior-Level Experts with Advanced Functional Expertise
When it comes to resolving issues quickly and effectively, experience absolutely matters—and it doesn’t happen overnight. Western Computer’s support team is fully staffed by experts across multiple products, versions and industries. Don’t settle for a partner who puts one or two inexperienced resources on the support desk.


North American Based Support with Extended Hours
You can’t afford costly downtime due to long support calls or outsourced resources who don’t know your business. That’s why we have a large internal support team based in several locations across North America. Not only does this mean a more efficient and productive support experience, you can get support from 8am ET to 5pm PT. We also have created an optimized process to get you to the right person quickly, saving your additional time and frustration.


Full Accountability and Transparency with Documented Service Level Objectives
This can be a rarity amongst support partners, but Western Computer believes in full accountability and transparency with our customers. To achieve your goals and ensure we are consistently meeting or exceeding your expectations, we establish service level of objectives with you which are documented, regularly reviewed and reported to you. This also provides opportunities to proactively help you maximize the value of your technology investments with recommendations on how to improve utilization, performance and more.


24/7/365 Online Support Portal with Real-Time Tracking
You don’t always need support during regular office hours and that’s why we have an online customer support portal so you have the ability to submit requests and track progress at your fingertips.


Non-Billable Customer Success Managers
Your support partner should strive to reduce your stress AND your costs. With Western Computer, you have a dedicated Customer Success Manager in addition to our support team. These resources are not billable and are there to answer questions and facilitate your support needs. If you feel like your support partner charges you for every little question, it might be time to explore new options.


Additional Advantages of Western Computer Support Services

  • No Fixed Fees or Surprise Costs
  • We Listen to Your Feedback
  • Continuous Improvements from Customer Feedback
  • 100% Achieved Service Level Objectives
  • Close Partnership with Microsoft to Expedite Resolutions
  • And much more


Would you like to learn more about Western Computer support?

From simple to complex, you can depend on Western Computer to support all your needs and we welcome your questions. Our experts provide world-class support for a wide range of Microsoft and third-party solutions including Dynamics 365 Finance and Supply Chain Management, Dynamics 365 Business Central, Dynamics 365 Field Service, Dynamics 365 Customer Service, AX, NAV, CRM/Sales, Power Platform and Power BI, Azure and more.


How can we help? Contact us today to discuss support options and pricing for your business.

About the Author

Amanda Sherry

As Director of Marketing at Western Computer, Amanda Sherry brings a wealth of knowledge from her nine-year tenure in the Microsoft Dynamics space. A seasoned professional who has worked extensively on the partner side, Amanda offers insights into Microsoft Dynamics applications' transformative impact on businesses.

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