TECH & DEVELOPMENT
BUSINESS OPERATIONS
STRATEGY, TALENT & MANAGEMENT
MICROSOFT BUSINESS APPLICATIONS
Nexer and worldwide truck manufacturer
Care 365: Microsoft Dynamics 365 Application Support and Maintenance for Global Truck Manufacturer
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This truck manufacturer is a world-leading provider of transport solutions. Together with partners and customers, they are driving the shift towards a sustainable transport system. The truck manufacturer provides sales and service operations in more than 100 countries, offers financial services in many markets, and has production units in Europe, South America, and Asia. Headquartered in Sweden, the company has 49,000 employees.
Using Microsoft Dynamics 365 as their core EPR, their diverse operations span research and development, manufacturing, distribution, truck services, financial services, and warehouse operations. D365 supports critical functions including global distribution, warehouse operations, and financial services. It integrates with a broad ecosystem of systems including business intelligence, regional warehouses, and production planning.
FROM THE MANUFACTURER
“We have had an educational journey with Nexer for several years. Nexer has transformed us from running the entire administration to managing most parts offshore. We have worked in close partnership on this journey, and today, we have a good, proactive service at a lower cost. It also means that we can focus on new projects that will make us more efficient and competitive with better data. We have always had an open, cooperative, and friendly environment with Nexer with a common goal always to do better.”
PHASE 1
NEXER STARTS SERVICE AS LEVEL 2 SUPPORT TEAM
In 2016, this global truck manufacturer partnered with Nexer to transfer Dynamics 365 knowledge to the Nexer support team.
Over approximately two months, Nexer’s team gained an in-depth understanding of D365’s setup, customizations, and integrations, along with the manufacturer’s specific support processes, teams, and long-standing systems. During this phase, Nexer provided Level 2 end-user support for business locations in Europe and Asia.
PHASE 2
service expansion AND SYSTEM MANAGEMENT
Building on this trusted partnership, the manufacturer increased its services to include Level 3 support and collaborated with the truck manufacturer to offshore a portion of the service to India, reducing costs.
Nexer also began managing change requests, system management, and One Version upgrades.
The support scope grew to include more locations in Asia, Europe, Africa, and the Americas, and covers a wide range of functional modules, including Finance, Sales, Warehousing, Manufacturing, and Purchasing.
Care 365 services provided
incident management
24/7 management of incoming support tickets from multiple instances and thousands of users across all global locations, with incident escalation for issues impacting manufacturing or warehouse operations.
service request management
Handling agreed on service requests from the IT department and end-users, such as providing user access or loading annual budgets into the system.
release management
Release of new functionality from internal projects and from Microsoft’s One version.
change request management
Complete management of system changes such as gathering requirements, estimation of effort, design, coding, testing and deployment, all according to the manufacturer change processes.
problem request management
For severe and recurring incidents, services include root cause investigation and remediation recommendations.
test management
Nexer is assisting the manufacturer with setup and execution of automatic regression tests in connection with One version updates.
system management
Manage environment provisioning for development, testing, and production; performs backups to support incident resolution; participates in resolving performance issues; manages instance upgrades with hotfixes and cumulative updates; and assists projects with version upgrades.
service management
Nexer governs service delivery through AMAS and service managers, monitoring daily operations, including support ticket handling according to SLAs. Service governance includes operational, tactical, and strategic meetings with the manufacturer’s management, covering volumes, SLA performance, costs, and changes to support scope. Service improvements are also discussed.
Care 365
benefits for truck manufacturer
With the move to a global support model with Care 365 from Nexer, the manufacturer has been able to lower the support and maintenance costs and focus on strategic business initiatives.
With tech expertise from Nexer, the manufacturer reaps all benefits from Microsoft’s never-ending product improvements, like One Version, tools for regression testing, and RSAT.
With Nexer’s 24/7 support, resources are available at all times, and the manufacturer’s teams can get their issues resolved.
THE FUTURE
The journey with further improvements to lower the cost and be more effective in the daily work will continue. The roadmap is set and both Nexer and the Global Manufacturer are committed.
