This IT project is part of our digitalization and optimization of our customers’ IT landscape. Through targeted measures, we promote technological progress, optimize cross-system processes and create a sustainable basis for future developments. Our IT reference projects serve as a basis for orientation. They support the reusability of tried and tested concepts as part of project implementation.
This is one of 4822 IT projects that we have successfully completed with our customers.How can we support you?
Taking over operation and support of a Dynamics 365 solution
Project duration: 1 year, 4 months
Brief description
PTA GmbH is taking over the ongoing support and operations of an existing Microsoft Dynamics 365 Customer Service system for an energy company. The project involves the controlled transfer of the existing system from the previous service provider to PTA GmbH, including all associated technical and organizational operational processes. The system being transferred is part of a complex application landscape and is connected to an SAP back-end system via a sophisticated integration path. The technical connection utilizes Azure Functions and a queue-based communication architecture. This results in increased demands on the technical transition, particularly regarding interface understanding, error analysis, monitoring, and operational stability.
Supplement
The system handover will take place during a multi-day transition phase, including several technical and functional coordination meetings between the previous service provider, the client, and PTA GmbH. During this phase, relevant information regarding the system architecture, existing support and operational processes, integration mechanisms, known issues, and administrative and organizational frameworks will be shared and agreed upon. The goal is a complete and transparent knowledge transfer, ensuring a smooth transition to regular operations. Following the transition, PTA GmbH will be responsible for the support and operation of the solution. This includes, in particular, handling incidents and service requests, technical analysis and troubleshooting, providing support for operational questions, and ensuring the functionality of the Microsoft Dynamics 365 Customer Service System.
Subject description
As part of this project, PTA GmbH is taking over an existing Microsoft Dynamics 365 Customer Service system for an energy company. The goal is a structured takeover of the existing solution from the previous service provider and the subsequent provision of support, operation, and license provisioning. The solution supports key customer service processes, particularly the processing and management of service requests and the documentation of customer interactions. The system is integrated into an existing IT landscape and connected to an SAP back-end system via an interface. This integration facilitates the exchange of relevant business data to support customer service processes. The takeover will take place during a multi-day transition phase with several coordination meetings between the previous service provider, the client, and PTA GmbH.
IT project data
- Industries energy
- Specialist tasks IT service management
- DP tasks standard software support
- System environments Cloud Computing, standard software: CRM systems
- Procedure model agile software development
- Development and test tool Azure Functions
- Standard software and BI Microsoft Dynamics 365 Customer Service
- Middleware and frameworks RESTful Webservices
Project period01.02.2024 - 30.05.2025
Customers who trust us
Have we sparked your interest ?
