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Dynamics 365 be used for MSP

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Posted on by bmaynard

We currently use Dynamics 365 for our MSP. The problem is that we have no dedicated team to work on the customization of it to work like a RMM PSA would. Are we thinking that Dynamics is worth the effort to slowly work on it to do what we need it to do or should a small 10-20 man MSP need to use something more "cookie-cutter"?

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Marlon Davids 5 on at

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Great question, I too see scope for Dynamics in this area and would think Microsoft would be best placed to have an offering that could go toe to toe with the big PSA providers. What can we do to progress this conversation?

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bmaynard 9 on at

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I really do not think you could without having either someone who wants to learn how to use MS programming language - and keep them on payroll-- or pay an exuberant amount for another company to customize it and make the flows work regularly. For a small MSP -- not worth it. Every time there has been an update --- something breaks in a flow or a flow says it is working yet doesn't. That is where having someone on payroll or another company that you want to fork over some dough comes in. And this is coming from someone who has tried for almost a year to make it work --- basics are there but it is just too broad of a set up to work for small companies.

Just my thoughts on the matter now that I have used it for some time.

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PS-26090844-0 2 on at

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I totally understand your frustration, especially when it comes to the complexity of certain systems and the costs involved in keeping everything running smoothly. It’s definitely a big challenge for smaller MSPs to find the right balance between doing it in-house or outsourcing.

At Reinvent IT, we also work with clients who struggle with the flexibility and maintenance of their systems, especially after updates. What we often do is help them find solutions that better fit their size and needs, so they don’t get bogged down with complicated processes or high costs. There are often more efficient ways to create a stable workflow without overhauling everything.

I’m curious though, have you considered any alternatives? Maybe we can share some tips that could help each other out.

Please feel free to reach out info@reinventit.nl.

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CU14050216-1 on at

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Honestly, for a 10-20 person MSP, Dynamics can become a heavy lift unless someone internally is committed to maintaining workflows and automations long term. The flexibility is powerful, but updates and customization overhead can become frustrating pretty quickly without dedicated resources.

I’ve seen smaller MSPs in our business district of SoCal, including firms like AllSafe IT and others in the managed services space, lean toward more purpose-built PSA/RMM platforms while keeping Dynamics mainly for CRM and reporting. It usually ends up being a balance between flexibility and operational simplicity.

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