“The Partner Advantage Plan delivers excellent value, and we will definitely renew our participation. We would be unable to support our customers at such a high level without direct access to Microsoft expertise.”

Warren O’Reilly, Director, IMMIX Solutions

Business NeedsLocated in Johannesburg, South Africa, the IMMIX Solutions Pty. Ltd. has been in business since 2000. Close to 80 employees serve customers in South Africa and across Africa, including the South African Broadcasting Corporation and TWP Consulting. IMMIX Solutions, a Microsoft Gold Certified Partner, has performed more than 100 implementations of Microsoft Dynamics business management software for customers in professional services, retail, manufacturing, logistics, and other market segments. In addition, the company provides consulting on many other Microsoft technologies and technology training.

Warren O’Reilly, Director at IMMIX Solutions, explains, “In our market, comparatively small numbers of customers are spread over a vast area, and we don’t want to limit ourselves in terms of the customers we serve or the solutions we provide. We deliver the entire portfolio of Microsoft Dynamics solutions, including Microsoft Dynamics CRM, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics RMS, and Microsoft Dynamics SL, which is not very strongly represented in this region.”

IMMIX Solutions customers include large road logistics companies that keep fleets moving along the region’s highways. These

companies may have more than 10,000 employees and as many as 300 solution users in finance and accounting. An interruption to their business-critical systems would impact not only the company but also customers and communities throughout the area. It’s the same for the banks and financial-services companies using a Microsoft Dynamics solution that IMMIX Solutions provided. All these customers rely on IMMIX Solutions to resolve any solution-related issues promptly and effectively.

IMMIX Solutions consultants working with customers would log on to VOICE, an online portal, to log support issues and solicit a response. Initial response times took anywhere from 8 to 24 hours, and it was not possible to escalate issues; very occasionally, a Microsoft commercial account manager was able to help address an urgent concern faster.

IMMIX Solutions sought a way to receive and be able to provide effective, affordable support from Microsoft. “We need to minimize our customers’ risks and help keep their operations going,” says O’Reilly. “We also want to reduce our own risk liability, especially in complex, innovative implementations. It’s essential for us to be able to escalate issues and accelerate their resolution within defined response times.”

Partner: IMMIX Solutions Pty. Ltd.Website: www.immix.co.za Partner Size: 80 employeesCountry or Region: South AfricaIndustry: IT services—System integration services

Partner ProfileIMMIX Solutions implements and supports Microsoft technology solutions to business customers in a vast spread of market segments all across Africa.

Software and Services Services− Partner Advantage Plan− Technical Advisory Services

Microsoft Dynamics− Microsoft Dynamics CRM− Microsoft Dynamics GP− Microsoft Dynamics NAV− Microsoft Dynamics RMS− Microsoft Dynamics SL

Microsoft Office− Microsoft Office Communications

Server

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Microsoft DynamicsPartner Solution Case Study

Solutions Implementer Accesses Support Resources to Help Customers Succeed

SolutionWhen Microsoft introduced the Partner Advantage Plan for Microsoft Dynamics partners, IMMIX Solutions joined a 90-day pilot program. “The Partner Advantage Plan came at the right time to help us address critical customer needs and completely changed the way we source and deliver support,” says O’Reilly.

Within the Partner Advantage Plan, IMMIX Solutions gained access to a number of valuable resources, including:• Round-the-clock support with response

times as short as one hour.• 150 technical support incidents per year.• A dedicated services account manager to

help IMMIX Solutions take best advantage of Microsoft support.

• Unlimited access to Microsoft Dynamics e-learning materials for employees and the ability to customize and share training materials with customers.

• 15 vouchers per year to take Microsoft Dynamics certification exams at half cost.

As a Microsoft Gold Certified Partner, IMMIX Solutions also receives 40 Technical Advisory Services hours per year for transferring insight and expertise at a more strategic level. In addition, IMMIX Solutions works more closely with Microsoft experts. By using Microsoft Office Communications Server and federating their company’s domain directly with Microsoft, IMMIX Solutions team members can tell when an account manager or technical expert is available and can reach out through a variety of channels, including instant messaging. Says O’Reilly, “We get immediate attention and enjoy excellent traction with the people who can be most helpful to us.”

Based on the responsiveness and dependability of the Microsoft support received with the Partner Advantage Plan, IMMIX Solutions decided to restructure its support business model for customers. IMMIX Solutions now provides an IMMIX Support Agreement that passes the advantages of the Partner Advantage Plan on to the company’s customers.

BenefitsFor IMMIX Solutions, using the Partner Advantage Plan translates into higher

customer satisfaction and more efficient use of resources and plays a major role in professional growth. As O’Reilly sees it, “The Partner Advantage Plan delivers excellent value, and we will definitely renew our participation. We would be unable to support our customers at such a high level without direct access to Microsoft expertise.”

Fast Issue Resolution and Improved Systems AvailabilityIMMIX Solutions customers today can receive a fast, complete resolution or workaround for their business-critical issues within a matter of hours and benefit from enhanced availability of Microsoft solutions in their operations. “Microsoft enables us to keep our customers’ critical systems working with minimal interruption,” says O’Reilly. “We can channel high-priority concerns to receive a very rapid, guaranteed response, working with the right people at Microsoft to get the best and most immediate results.”

Consultants’ ability to collaborate more closely with Microsoft contributes to a boost in service levels that IMMIX Solutions’s customers experience. “It’s easier than ever to escalate issues to ensure they get the proper attention from Microsoft,” adds O’Reilly. “Our customers, in turn, are delighted with the level of service responsiveness we can provide.”

Business Enablement Through Learning and CertificationThrough the e-learning and training resources available in the Partner Advantage Plan, IMMIX Solutions ensures that employees gain the expertise to help customers’ achieve their goals for technology and to grow professionally to meet greater challenges. IMMIX Solutions shares business enablement through learning with customers by downloading, customizing, and branding training materials. “The training materials and e-learning resources directly benefit our customers and employees, and the savings to us in being able to use and share content that Microsoft developed are enormous,” states O’Reilly.

The company uses all the discounted Microsoft Certification vouchers it receives, and many employees have several certifications. For customers, Microsoft

Certification verifies that IMMIX Solutions team members own the qualifications and resourcefulness to help them. “Microsoft Certification carries a lot of weight with customers, especially when we need to demonstrate our expertise and credibility to prospects still evaluating their options,” says O’Reilly.

More Targeted, Efficient Use of Time and ToolsWith the resources of the Partner Advantage Plan and Technical Advisory Services, IMMIX Solutions uses consultants’ time more efficiently and employs the Microsoft support tools where they make the most difference. Consultants only spend a very short time engaging with a customer issue before they escalate to a senior manager, who can involve help from Microsoft if needed. Even so, the company uses only approximately half of its 150 annual support incidents.

Outside of critical issues, IMMIX Solutions uses Technical Advisory Services hours to advance technical learning on the team, understand the direction Microsoft is taking technology, and prepare to meet emerging customer needs before they become critical. “We use the Partner Advantage Plan and Technical Advisory Services in a much more directed manner, achieving optimal impact,” says O’Reilly. “With far-reaching support from Microsoft, we not only address customers’ concerns rapidly, we also grow our expertise in managing and fine-tuning technology to forestall issues in the first place.”

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

Document published December 2009