Overview
The credit union’s expanding Dynamics 365 ecosystem—spanning education lending, fraud case management, and member services—was experiencing a growing volume of unresolved platform issues. L1 and L2 support tiers lacked the deep platform knowledge required for root cause analysis and advanced troubleshooting.
To bridge this gap, TechWish implemented a dedicated L3 Dynamics 365 support model with a team of senior engineers focused on diagnostics, performance optimization, and collaboration with Microsoft for product-level escalations.
The Challenge
- Increased case volumes for recurring issues that were only temporarily resolved at the L1/L2 level.
- Limited internal expertise to address complex integration failures, slow performance, and connector issues.
- Inconsistent documentation and lack of RCA (Root Cause Analysis) practices.
- No proactive monitoring or performance alerts in place.
The Solution
TechWish provided a high-touch Managed Support model for L3 and platform-level support. Key components included:
- Advanced Ticket Triage & Resolution: L3 engineers addressed escalated tickets from L1 and L2 with full RCA documentation.
- Microsoft Collaboration: Coordinated directly with Microsoft support for known defects and patch resolutions.
- Custom Connector Debugging: Identified failures in Power Platform connectors, including REST and SOAP APIs, OAuth setups, and timeout errors.
- Azure Monitor Integration: Enabled real-time platform health alerts and flow run monitoring.
- ServiceNow Knowledge Base Integration: Maintained a centralized issue-resolution log for future reference and training.
- SLA Adherence & Stakeholder Updates: Provided ongoing reporting and trend analysis to stakeholders.
Results
The credit union now operates with a highly responsive L3 support tier that not only resolves complex issues faster but also prevents recurring disruptions. TechWish continues to improve platform resilience while empowering user teams to stay focused on service delivery.
