Accepting Dynamics 365 Business Central as a Mediocre Solution

Overview

I’ll admit that I’m a bit of an old school person when it comes to implementing Dynamics 365 Business Central (formerly called Dynamics NAV).

I believe when you make a decision to implement Dynamics 365 Business Central for your business, the transition should be smooth with minimal disruption.

In fact, these transition often make your process better as it sorts out (and eliminates) processes that are convoluted. It forces everyone within the company to at least take a hard look at what they’re doing and why they’re doing it.

I believe the transition process should be fully planned out and accommodations be made based on the individual circumstances for each company.

Furthermore, during the implementation process, there should be full understanding of:

  • What’s being done and what changes are going to occur
  • What’s being delivered by your Business Central partner
  • What’s being prepared by your own staff

But lately, I’m noticing a disturbing trend in our industry.

Disturbance in the Business Central Force.

When I speak to people that have implemented Business Central, they’re less than enthusiastic about going live with the software.

Digging deeper, I find a lot of common issues on why these business were less than happy with what they got. Here’s a list of the few common comments:

  • Received little to no training (online training was not sufficient)
  • No audit or testing on data being converted
  • Balances transferred over did not match
  • Disconnect between the users and the implementers
  • No response for requests for enhancements or modifications
  • No response for questions they have about the usage of the system

I think the cause of this is the current trend for implementing cloud based software is the automated or templated approach.

The idea is you list out all of the steps that are required to implement a new software, in this case, Dynamics 365 Business Central and you systematize it. In another words, it make it repeatable so anyone can go through the checklist and implement the ERP software.

The goal is so the solution center can hire anyone off the street at a discount, give them minimal training, and just have them follow the template with the customer to get them running in Business Central.

All this so the solution can offered at a lower priced to attract new customers who has no idea what’s going on.

Unfortunately, these low cost implementation trend is a race to the bottom. There’s always going to be the guy that can offer something at a lower price.

In most cases, to lower the price of implementation is to cut corners.

Sure, you can start using Dynamics 365 Business Central if all of your requirements are part of the template (which is the bare minimum). For anything else, you have to wait or you’ll need to figure out how to go around it on your own. The person that’s hired or contracted to help you will certainly not know the answer.

Accepting Less Than Mediocracy

I mean, I wouldn’t be as shocked if the people I spoke to received mediocre service and support. I’m more shocked that people just choose to accept less than mediocre service and support.

Some of the problems the people I spoke to seemed indifferent  to their situation:

  • Accept that requests for modifications takes weeks (sometimes months) to deliver
  • Accept no answers to their questions
  • Accept that they should hire internal staff to maintain Business Central
  • Accept the inconsistencies of working with contractors to the solution center
  • Accept their numbers are off right from the beginning
  • Accept the lack of training
  • Accept that you cannot have a deeper discussion about your business problems and how it can be addressed

I can go on and on, but I keep wondering…  At what point in time was this considered acceptable? Did I miss something?

Everyone talks about the destination. Nobody talks about the process.

Companies are excited about Business Central. It is the best mid-market ERP software. The number of improvements Microsoft has made is astounding. This is not including the strong integration with the existing Office 365 suite.

It’s exciting even for me, as a partner, to see what a fully deployed solution can do. We use it internally, and let me tell you, it has made deployment of these features a whole lot easier and a whole lot palatable. Not to mention how quickly and how organized we can operate as a cohesive team.

No one really pays attention to the question “exactly how do we get there”? Sure if you get a check list and go down the list to see what’s on the template and what’s being delivered, but is your business transformation really off of a templated checklist that you didn’t even create?

Conclusion

I’m not sure why companies are so accepting of their situation.

Do they feel that they’re trapped because they’re scared of what will happen to their data  in the cloud (which is managed by Microsoft) if they switch  software vendors?

Do they feel like it’s expensive to get a new vendor in?  Too much hassle since they’ve gone through it once already?

Do they feel that these problems are just temporary and they’ll just magically go away?

Or worst, do they feel every software vendor is the same and “that’s just how it is”?

Whatever it is, I sincerely hope that this is just a phase. And I hope we, as an industry, can do better.

Quick Video on Closing the Year in Dynamics 365 Business Central and Dynamics NAV

It’s that time of the year again. Close out the year! Most companies align their fiscal year to the calendar year so right around this time, we usually get a ton of support calls from people that forgot how to close the year end and need a quick refresher.

So I made a quick 2 minute video on how to do year end processing. Why? Because you can’t go through a 10 minute video in 2 minutes and I know you have a ton of other things to do.

I’m using the older version of NAV, but the menu tree is the same as in prior versions. To access the accounting period, in the video, the NAV 2013 has the icon pointing to Department – Financial Management – Accounting Period. If you go to Financial Management -> Setup in version 4.0 and 5.0, you’ll see the accounting period.

If you’re using Dynamics 365 Business Central, you can just search on the term Accounting Periods and you’ll be able to start on the same process:

The processes are exactly the same from version Navision version 1.2 to Dynamics NAV 2018 to the newest version now called Dynamics 365 Business Central.

Why you should build a healthy relationship with your data

Overview

Having worked with Dynamics 365 Business Central (Dynamics NAV) for years, one of the biggest concerns I have when working with clients is receiving a really big Excel file with a message saying “my numbers don’t match! Please match it up for me!”

While I always love a good challenge on solving complex problems, after some time, these types of questions concern me. Most of the time, the client did not do their work on looking through the spreadsheet and did not try to figure out where the numbers went wrong before sending them to me.

Part of the challenge with working with anything new is to put in your own work and your own time. You can see the process as a time investment, but also the understanding of how to diligently figure out where the numbers are going when you perform certain actions within Business Central.

Being Young and…Not so Wise

Back in the days when I was a young consultant, I would always solve these big Excel sheet problems myself and help customers make sense of the numbers in the huge spreadsheet.

However, a few months later, the clients would inevitably come back with another big spreadsheet asking me to figure it out for them again…And again and again.

Hey, these were free billable hours, so why not?

Over the years, I realized what I was doing was wrong.

All the knowledge that I’ve built analyzing the data and tracing the transactions through Business Central was almost impossible to transfer to my clients. While I can tell them where to go to do the tracing, knowing how to do it, what tools to use, and what fields to look at is really the key.

More often than not, when I was telling the clients where to do the tracing, the clients kind of nodded, acknowledged what I said, but in the end just took my answer as is, without really understanding how to get there.

These hours I spent getting to know my clients systems and data, in the end, was lost – and that’s something they could have benefited from if they did it themselves.

Knowledge Lost

Effectively what I was doing was showing the client how to fish, but in the end, I was giving the client the fish. By doing all the work myself, I was robbing my clients of the ability to gain further understanding of their own data and how they relate to Business Central (Dynamics NAV). More importantly, they wouldn’t grasp the key understanding of what tools to use so they can navigate their data within their system.

Even if I figured out the mystery, the client did not get the key knowledge of how to figure it out themselves the next time their numbers don’t match. All the knowledge about reconciling between their Excel sheet and Business Central (Dynamics NAV) was then lost.

Instead, I realized that the smarter thing to do was to teach the users how to fish and insist on the clients to do the fishing themselves! In the first few tries, I would walk through with the user on the data they’re looking at, then assign them the tasks that I would do if I was doing the work. They would come back with the results from the first lists of tasks then I would guide them to the next set of tasks, and so forth, until the conclusion is reached.

Conclusion

We all need help with what we do. We grow up with the tradition of transfer of knowledge, by learning from someone more knowledgeable. With more knowledge about your surroundings, life will inevitably get easier because then, all complex problems can be solved without too much effort.

One big part of having an easier work life is to understand what’s going on with your operation and how it translates into your system. There’s no way to build this knowledge without doing your work yourself beforehand. You need to understand your tools and understand your data.

I find that the users that are able to pick up the system the quickest are the ones that come to me with specific questions confirming their suspicion.

For example, if my clients asks whether they can change an account setting on the General Posting Setup to affect certain sales transactions because they want their financial reporting to look a certain way – rather than asking me why their revenue accounts don’t match the financial reports they want – that’s a sign that eventually, they’ll be able to figure everything out by themselves.

Building an understanding of your data and your system can take more time at the beginning, but it pays off in the long-term, and in the meantime, AP Commerce is there to get to know them!

Importance of Testing

Overview

So, you’ve decided to switch to Microsoft Dynamics 365 Business Central and finished the hard work of development, migration, and training. Now you’re ready to go live, right? 

But, I’ll bet there’s one thing you’ve unknowingly neglected. That’s testing the new software. After the implementer tells you that they’re done with the development and migration, the first thing you need to do is to run testing. 

Testing might sound simple, all you need to do is run through a couple of scenarios, and you’re good, right? I wish it were as simple as that, but often it isn’t. 

After the implementer hands you the keys to the software, testing is an investment you and your team need to take seriously. Doing that will set you up for future success.

Testing is essential because it allows the users to:

  • Get familiar with the new system
  • Find potential problems
  • Discover unknown features
  • Overcome the fear of change
  • Establish confidence in your team

Make Sure Users Understand the Importance of Testing

It’s no secret: people are much more likely to take advice from people they trust.

The first step to implement an effective testing process is to build trust with the people you work with – and more specifically, the ones who are going to use the new system.

Even though we always emphasize on the importance of testing, most users won’t follow through with proper testing, even if they promised they would.

Why? There are many reasons. Often, the users are not aware of how important testing is. More often, however, they are just busy dealing with daily challenges and crises at work. 

This is why building trust with the company is key, and also having a clear and easy process ready for them. You, as the implementer, should be the subject-matter expert, but you also should see yourself as a mentor to managers, to help them help their employees.

Again and again, you need to explain the benefits of testing and that testing will benefit the user and their team. More importantly, emphasize on the fact that it’s not to waste their time; but rather is an investment that pays long-term dividends.

Time is one of the biggest reasons users will avoid testing, but time is also one of the reasons testing is so important.

Some of the main benefits that come from testing are to save time. Becoming familiar with the new system, solving any problems, and discovering all of the features will save users time in the future.

It’s essential to explain that while testing requires time upfront, it will save them precious time in the future.

Work With The People in Charge

The first important way of implementing a successful testing operation is to know your place: You’re not the one in charge, but you’re there to make sure that those who are thrive.

As a consultant, you’re not an employee but an advisor. The key to success is communication. You need to make sure that managers understand that you’re here to support their success; not to do everything for them. You need to set the stage for them to have all the necessary keys in their pockets so that whenever a problem occurs, they know what to do.

As it is the manager’s responsibility to oversee the testing, your job is to make sure that the testing is done properly and more importantly, they don’t cut corners. You also need the manager to be aware of how important test runs are.

If the management team of the company asks you to manage their people as if you were their boss, one thing you need to do is to get the customer’s managers to take the lead.

In order to make sure you don’t get a phone call every day with questions, you should have a plan that includes milestones for the use to be complete – so the testing process is faster and easier because the users have clear directions to follow. A good and simple plan will also give the managers something to look for and help them communicate with their team.

Again, explain the benefits of testing to the managers, and make it clear that in the long term, the company is going to save time and money by making sure everything is running properly. Don’t forget: the best offense is a good defence. 

As with anything new, it will take time for everyone to grow comfortable with the new system. It won’t happen overnight, but if everything is done strategically and in an organized manner, the risks of encountering problems in the future are going to be reduced and your clients are going to save precious time. By doing so, your clients will be more likely to recommend the system to other companies.

Make Sure The Process Is Easy

As an implementer, part of your job is to make the customer test the system, and more importantly, make the testing easy.

You can’t, and shouldn’t, sit and look over their shoulder and watch them run through different tests. That would be a waste of your time because that’s not what you are being paid for, and you want the users to run tests in their natural environment.

The users often forget that testing requires a lot of extra time and effort, on top of their regular workload; which is why you need to ease the process for them as much as you can.

The implementers can’t just mandate training. That will only make people want you to leave faster. Instead, provide them a clear step-by-step testing process that they can implement.

To Sum It Up

If implementers don’t do their job correctly, the testing won’t be successful.

Proper testing will benefit the users for years to come and make the new system much more enjoyable to use.

If the user is running into error after error, or they aren’t able to find the features they need in the new system, it will cause frustration, and make the system – or worse, you – look bad.

When the implementer does his/her job correctly, the transition from implementation to testing and regular use should be smooth. The users will still need to build confidence in the system and may encounter some problems, but testing will help prevent many unnecessary struggles with the system.

Why the Idle Client Timeout Won’t Work

Overview

Just a friendly reminder (or reminder for myself) that in order to get the Idle Client Time to work properly.

Make sure you change the Keep Alive Interval to something greater than Idle Client Timeout.

If you set the Idle Client Timeout to something LESS THAN Keep Alive Interval, the client will not disconnect automatically if they’re idle.

The Default

When you install Dynamics 365 Business Central (aka Dynamics NAV), this setting will be defaulted to 2 minutes. So if you want to kick people off if they’re idle for 5 minutes, make sure you remember to change this default setting.

Conclusion

Another one of those GOTCHA things when setting up the software…

Addressing Inefficient Business Processes

Overview

Addressing inefficiencies in any company is a crap shoot.

Often times, the management of a company will have a discussion with us to discuss their challenges. The conversation in these meeting usually leads to how can they address their “mess”. For example, their inventory quantities are always wrong.

It’s not like the managers have nothing better to do than to discuss these issues with consultants. These types discussion are usually forced on their company because their business environment is changing.

Their competitors are offering things like same day delivery, integrated e-commerce, real-time shipping notifications, inventory availability, customer self-service, etc. All in an effort to entice their customers away from them. These managers feel like they have to do something or they will be left behind.

The Lie

Most companies believe (or are sold) that if they upgrade or move to a new ERP or CRM software, their efficiency problems will magically go away (it’s a lie).

The analogy I like to use is visiting someone’s home. If the person is messy, the house will be a mess. It doesn’t matter whether they live in a small apartment or a large mansion.

The common belief is that if they live in a house that’s a mess, if they move into a larger home, it’ll be magically be not-messy. Unfortunately, that’s never the case. If you live in a small apartment and it’s a mess, moving to a larger space, it will still be a mess; but in a larger space.

The Cost

The technology portion is always where misunderstanding occurs. One of the justifications for a company that stays with inefficient processes are because they thought those type of systems are only for large companies. They do not have the budget for these expensive and complicated systems.

For example, one of the common problems that plagues every company is inventory. To resolve negative inventory in their system, the topic about using wireless scanners will come up.

The goal is the warehouse employees can be on top of inventory quantities and report discrepancies immediately as they see fit. The common rebuke will typically be “that’s for bigger companies, not a small company like us”. In reality, it’s not… It’s really not just for big businesses.

Back in the 90s and the early 2000’s, the technologies used by larger corporation had a high price tag. This means if you’re not a large corporation, you wouldn’t be able to enjoy a full ERP software without spending a chunk of your money.

For a large company with deep pockets, they can withstand these expenses, even if it doesn’t work out well. For a smaller or medium sized company, that may be a big risk.

Now, the functionalities enjoyed by large corporation are pretty well replicated for the small and the mid-market. This means you can be a micro-business and can still use the same functionality that large corporations uses.

In fact, the functionalities difference offered to large corporations and small companies are getting more narrow with every release. Case in point, Dynamics 365. You can be a 5 user company or a 500 user corporation, they can all use Dynamics 365. They can all use warehouse/shipping automation tools, they can all use dashboards, they can all integrate e-commerce to their system.

The Real Cost

The real cost of addressing the mess is the management of the company.

Of course, me being the terrible salesperson, pointing this out to them usually gets me in all sorts of troubles… But I digress…

In our example, if there is not a culture or process in place to have accurate inventory, then it’s not a priority. Doesn’t matter what system is in place, in the inventory will be a mess.

Just by implementing a warehouse system in place will not magically make your inventory accurate. It requires people to be on top of recording their work using scanners.

If there’s a culture of “I’ll just move this item here and record it later cause, you know, we’re busy”, your warehouse management system will ultimately fail.

That’s the funny thing about technology and automation is that if your process is efficient, it will make you a lot more efficient. But if you’re process is not efficient, technology and automation will make your operation a lot more inefficient, faster.

Conclusion

In the end, technology will only faciliate your existing process. What I always recommend people to do is to get their house in order before they consider automating it.

Don’t get me wrong, switching new systems is a perfect time to reorganize your process, but if you’re not fully onboard and get the key player’s buy in, it will turn into a nightmare really quickly.

Why You Should Set Automatic Cost Adjustment to Never in Dynamics 365 Business Central

Overview

This was one of the topics that came up frequently while working with users at the last NAV/BC User Group Summit at Phoenix.

Many people have different opinion to setup their inventory so costing is done properly. Naturally, knowing a few things on how Dynamics 365 Business Central (aka Dynamics NAV) inventory and how inventory costing works, I participated as much of these inventory costing discussions as I could.

One of the features that I always get in an intense discussion on is how the Automatic Cost Adjustment on the Inventory Setup should be done.

Arguments for Setting Automatic Cost Adjustment to Always

I do understand the desire to want to set this property to Always. And why not? Instead of running the Adjust Cost – Item Entries manually, why not let the system run the process every time? And I do mean Every. Single. Time.

Setting the Automatic Cost Adjustment to Always allows for you to have updated and accurate cost at all times. This sounds great!

Arguments Against setting the Automatic Cost Adjustment

It’s great if we can just talk about all the benefits and call it a day. But that’s now we work. Setting this property will come at a cost.

  • Performance – During posting, your users will experience delays. How significant this is will depend on how large your database is.
  • Locking issues – Dynamics Business Central will lock the ledger entry tables during posting of orders. In addition, it will lock tables when it runs the adjust cost process. Because of the stress on the performance above, the users will experience more locking problems throughout the day as people are posting. If you’re experiencing this now, try setting the Automatic Cost Adjustment to Never.
  • Allow Posting From Error – There are some instances where the adjust cost will want to post adjustments into prior periods. Depending on what you setup for your Allow Posting From on the General Ledger Setup and/or on the User Setup, you’ll run into these errors.

If you’re running a micro business with few inventory transactions, setting it to Always will make sense.

However, for a manufacturer or a high transactional volume distributor, you will cause more harm to your environment than not.

This is exponentiated if you’re using reservation or serial/lot tracking.

The Alternative

Instead of running the Adjust Cost – Item Entries process during every single transaction posting. Why not have the process run during off hours?

One of the first things we do for our client after explaining the importance of Adjust Cost – Item Entries is to setup the adjust cost process as job queue to be ran at night when the load on the system is light.

This will prevent locking up users as well as give the system a faster response when they’re doing their daily task. Who doesn’t want a system that’s responsive and allow you to do as much as possible within a shorter amount of time?

Conclusion

In every instance, I will set the Adjust Cost process to be ran automatically on the job queue. I want to give the user the best possible experience working with the system. Every delay causes frustration and we can all use less frustration in our lives.

Game Changing Concept for Cloud ERP with Dynamics 365 Business Central

Overview

One of my personal complaints about any cloud based ERP software the inability to make customizations that your business needs to maintain a competitive edge.

The assumption of a cloud ERP software is that every business should be able to fully utilize the software as the software developers intended. But as we all know in the real world, this is NEVER the case.

The Cloud ERP Problem

As much as software developers tries to develop functions that covers all basis for the users of their software, there will be nuance for each individual businesses and how they operate. This is exponentiated by the fact that their customers will throw out weird curveballs that the user will have to comply, no matter what.

What do you do in these instances? You have make changes to the system or keep track of the changes manually.

In this day and age where products are expected to be ordered in the morning and shipped in the afternoon, there’s no way in hell you can expect the user to keep track of data manually. Worst, the company may have to buy or develop a whole different software just to supplement what the original ERP can’t handle.

Either way, it’s a recipe for disaster.

So now you have a problem, you have a software that is not robust enough to meet your customer’s demands without major workarounds and you have data and processes you have to comply with.

Yeah… It’s not a very good situation…

What Makes Dynamics 365 Business Central Different

One of the main selling points for the old Dynamics NAV (aka Navision) was the ability the user can customize anything they want. Because of this, some very beautiful industry specific and horizontal solutions have been developed without additional integration software. Why? Because it’s built INTO the software.

The ability to modify anything you want is both good and bad and is subject to debate, but at least it’s available should you need it.

When Microsoft announced they’re moving Dynamics NAV to the full cloud and renaming it to Dynamics 365 Business Central, a lot of people kind of assumed we’d be taking away the core essences of what makes NAV great, it’s flexibility.

Then when the product launched, I see this little surprise in the Extension Management screen. The Extension Management screen basically allows you to add/remove any features you want that’s available:

What?! I almost wet my pants when I saw this!

This allows you and/or your NAV partner to make custom extension modifications to your specific Dynamics 365 Business Central deployment!

Not only can you enjoy the great infrastructure of Microsoft cloud, but you’re also able to make customizations to your specific needs?! Microsoft, specifically the Dynamics NAV product team, really hit this thing out of the park.

Still Work to Do

Being able to upload extensions to modify your deployment still has it’s limits.

You will only be able to “extend” on the base application, but you will not be able to actually modify the base code. For example, you will not be able to change how Reservation system works in base NAV, you can only modify around it.

But still, it’s a GREAT first step!

Conclusion

Welp… I’m excited. Cautious, but excited.  Naaa.. I’m just excited…

Going Live with Dynamics NAV (Dynamics 365) is the Easy Part

Overview

After doing ERP implementations with Dynamics NAV (aka Dynamics 365) for almost 2 decades (18 years to be exact…), you kind of know how to get things done.

Usually, when you prepare for a go-live during a software conversion, there are certain tasks and steps that absolutely have to be accomplished in a certain manner. There are certain things that you will also postpone until after you go live with the new system. Balancing what are absolulte musts and what can wait are what every legitimate project manager should do.

Another pitfall is spending countless hours talking about the exceptions and the wrong business process that ensues. Again, a legitimate NAV project leader should not take you down that path. From my experience one of the guarantee failures of taking a customer live is trying to “do too much”. Focusing on things that does not really matter to the business. As a legitimate Dynamics NAV (Dynamics 365) project manager, you should be well aware of what to be done and what shouldn’t be done when going live. On this subject, this is probably a separate article.

The Go-Live

A week prior to, you begin to feel the nervousness about switching to a new system. Despite my assurance on how everything will be fine because we followed the plan, they will still feel very anxious. The anxiety in the air is so thick you can scoop it with a spoon.

When the live date approaches, we do our thing to do the final cut over to their legacy system to Dynamics NAV. Run through our check-list and have the customers go through their check-list.

The next day when people come in for work, you can tell they were ready. They were ready for this because that’s what they’ve prepared for.

About a few days after the customer is live with the new system, the most frequent response I get is:

“That’s it?”

The Real Challenge

“Yes, that’s it. You’re live with Dynamics NAV.” That’s the response I typically give in response with a smile. As I mentioned, going live with Dynamics NAV is the easy part.

This is the point where my anxiety begins to increase, little by little.

Why?

If the customer just transacts with their normal business process and their customers and vendors behaves the same way, then everything would be okay. But it never happens that way.

There are always new problems and challenges as time progresses. Businesses do not stand still.

A couple of of these issues after go live that will begin to raises my blood pressure are, but not limited to the following:

– Exception problems or problems that are just weird and unusual
– Things that were allowed from their old system that are no longer allowed in the new system (i.e. just deleting a posted transaction)
– People circumventing the agreed upon process
– Wanting to turn on new features
– The “I didn’t mention because it’s not that important” processes. Well… It’s important now.

The toughest portion for the end user is after they go live for about 2-3 weeks. This is when all of the weird processes and exceptions start occurring and they have to deal with problems using the new environment and new thinking. Problems where they could just change a few numbers or transactions in the old system quickly, but they can’t do that anymore.

This is the part where the problems gets interest, and quite frankly, more fun. This is also the part where most solution center do not focus on because it’s not as lucrative.

Good Business Practice is a Lifestyle

What you resolved with your NAV partner during a new implementation is what you’re currently doing and where you want to go. These are known problems that has been brought up and addressed during the design of the software.

What challenges you going to face in the future are what we haven’t spoken about. It’s tough to plan and have a solution for something that you don’t even know about.

Dynamics NAV is a very good system. It’s also a very strict system. When you have an accurate system, sometimes problems come up where it was not apparent before or been swept under the rug. The reason is because it’s not important enough to deal with on a daily basis. i.e. inventory inaccuracies on the bins or returns processing.

With an accurate system, all of these normal process that no one wants to deal with will become apparent and will require a correct process and procedure for. Sometimes, when addressing these annoyance, owners will be surprised that they need additional resources to manage those processes.

Most of the time, when left unaddressed, those problem will blow up like a huge volcano. Implementing Dynamics NAV prevents these volcano type problems because it needs to be tracked.

Conclusion

Compound to real problems arising after 2-3 weeks is that implementation consultants will have already left by then, patting themselves on the back on a job well done.

As much as I advise on budgeting enough time and money for post implementation support, they always go unheard. Most of the quote that they receive for new software implementation are only enough to take them live, not to address these more interesting problems after they’re live.

Going live with Dynamics NAV (aka Dynamics 365) is the easy part. What comes after will be the core of the challenge during the implementation lifecycle.