Beyond Implementation: Setting Your Company Up for Managed Service Success

October 14, 2025

How Sycor.Rental and Microsoft D365 F&SCM Influence Managed Service Success

Setting your company up for a successful implementation with Sycor.Rental is one thing — but the work doesn’t stop there. It’s just as important to prepare your organization for continued success during the managed support phase.

In this post, we’ll share a few best practices that can make a big difference. *

*The Article Continues Below

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* Managed Support Processes

Managed support typically begins once the implementation and hypercare phases are complete. The transition starts with handover activities to ensure clarity and alignment between your managed support team and the people in your organization who will be responsible for creating tickets.

One of the first decisions companies face is whether to allow any end-user to contact support directly or to funnel tickets through business analysts (BAs) or key users. While both approaches are possible, we’ve consistently seen better results when tickets are routed through designated BAs or key users.

Here’s why:

Cost control – BAs/key users can often resolve issues internally before escalating, saving on managed support costs. They also prevent duplicate tickets, keeping costs down over time.
Ticket quality – With validation and clear documentation from a BA/key user, support receives more complete information, including reproduction steps, which speeds up resolution.
Prioritization & tracking – A centralized ticketing process makes it easier to communicate priorities and track the status of all open issues.
Clearer communication – BAs/key users act as translators between end-users and support, reducing confusion that can come from technical terminology on either side.
Knowledge building – Centralizing ticket handling ensures that solutions are captured in a knowledge base and shared broadly, rather than staying siloed with individual users.

Beyond ticket management, another best practice is ensuring your company has direct access to the Sycor.Rental Viva Engage portal. This is where new product versions, announcements, and other important updates are published. Staying connected to these updates is especially critical when it comes to upgrades.

Microsoft requires companies to upgrade their D365 Finance & Supply Chain (F&SCM) ERP environments at least twice per year. Each time you upgrade D365 F&SCM, it’s highly recommended to also upgrade to the latest version of Sycor.Rental. Doing so ensures your company has access to the latest features and enhancements, while also guaranteeing that the Sycor.Rental product team can provide full support. Falling behind on versions risks losing access to hotfixes and product support — similar to how Microsoft cannot support older versions of their solutions.

By combining structured ticket management with proactive engagement through the Sycor.Rental Viva Engage portal and regular upgrades, your company can ensure smoother operations long after the go-live implementation phase. Taking these steps not only reduces costs and confusion but also builds a foundation for continuous improvement, keeping D365 F&SCM and Sycor.Rental solutions aligned with evolving business needs.

Article by: Alec McElroy, Customer Service Consultant