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MS Dynamics NAV/BC support: improving UX for a global leader in non-invasive orthopaedics

Challenges



Collaboration with Össur started 4 years ago at NAV TechDays with an introduction from Gunnar Gestsson, an MS Business Applications MVP. The global non-invasive orthopaedics leader needed a sharper focus on the strategic pipeline and delegation of the daily ERP system support was an essential prerequisite. Since long-lasting cooperation with Össur is planned, the support team had several business trips to the customer’s headquarters in Iceland as part of the onboarding process. The main challenges of the ongoing customer support campaign are as follows:

01

Providing nontrivial solutions to reduce the support tickets backlog.

02

Continuously enhancing UX for the system customers in multiple geographic locations, ERP modules and categories.

03

Configuring and maintaining worldwide user access levels.

04

Supporting third-party system integrations with NAV.

05

Supporting the ongoing ERP system upgrade from NAV to Business Central 19.

Inga Lára Sigurðardóttir

Delivery Manager – NAV | Business Central



“We were seeking a dynamic and trusted partner to delegate our ERP system support to. What we wanted was to shift the focus and concentrate more on business process analysis, strategic decisions and moving our projects forward.”

Solution

01

While the customer focuses on the business initiatives, Global Mediator’s team deals with reducing the support cases backlog. Our specialists are entirely responsible for the 2nd and partially for the 3rd levels NAV support:

  • Advanced business consultants assist the system users with account configurations that imply no code changes.

  • Software engineers deal with technical issues that imply complex solutions for Business Central development and SW integrations.

02

Any errors associated with geographical locations (Europe, Asia, and the Americas), clinic NAV modules, setting up access rights levels, managing user accounts, approving internal NAV processes are resolved in a timely manner. The support team maintains the user satisfaction rate at a high level.

03

The support engineers assist the internal control team with managing the users’ access to sensitive financial information in the ERP system.

04

To enhance the ERP user experience, the support specialists provide solutions for user issues associated with different NAV modules - manufacturing, sales, warehouses and more - on a daily basis:

  • To control whether certain automated ERP processes run correctly, the team has set up and keeps monitoring the internal alert system. Our support engineers fix the errors that the system submits through the alerts.

  • To boost user interaction with the new version of the ERP system, the team is now supporting the upgrade of NAV 2017 to Business Central 19.

  • To ensure multiple seamless integrations of the third-party applications with NAV, Global Mediator’s support team is engaged alongside the software engineers.

05

After the ERP is successfully upgraded to Business Central 19, both systems - NAV 2017 and Business Central 19 - will stay in the support team’s scope of work.

Technologies behind the project

A snapshot of what we leverage to deliver best-of-breed solutions

MS Dynamics 365 Business Central

Inga Lára Sigurðardóttir

Delivery Manager – NAV | Business Central



“We appreciate the transparent communication with Global Mediator, the team’s persistence, timely follow-up and their approach to troubleshooting and supporting our users.”

Impact

4.9/5
user satisfaction rate
9
team members
2 hours
average - ticket remains in backlog

About our customer

Össur is a global leader in non-invasive orthopaedics. Founded in 1971 and headquartered in Iceland, Össur has around 4,000 employees in over 35 locations. Össur is a pioneer of advanced technology in prosthetics and bracing & supports, committed to improving people’s mobility so they can live a Life Without Limitations.

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