Case Study: Columbia Fruit

Introduction

Columbia Fruit specializes in premium frozen fruit picked at the peak of freshness and delivered to grocery stores countrywide. The need for reliable and efficient systems and support is critical due to the limited fruit packing and processing season. Columbia Fruit faced challenges in addressing user issues promptly, managing the complexity of multiple software products, and keeping up with user requirements.

The Challenge

Inconsistent Support: Columbia Fruit struggled with getting consistent and timely software support from its existing partner. The lack of a dedicated support team made it difficult to manage and prioritize issues effectively and unable to provide proactive support to prevent issues from occurring.
Knowledge Base: Access to knowledgeable resources was a challenge. This often resulted in longer resolution times and.
Resource Availability: The existing support provider was ineffective in producing results on post go live initiatives.

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The Solution

After extensive research and evaluation, Columbia Fruit decided to partner with Ternpoint Solutions to enhance their software support services and implement Dynamics 365 Business Central in the Cloud. The decision was based on the following key factors:

Expertise: Ternpoint Solutions offers a team of highly skilled professionals with expertise in the Business Central platform. They understood the intricacies of Columbia Fruit’s environment and demonstrated a track record of efficiently resolving complex issues.
Proactive Approach: Ternpoint Solutions proposed a proactive support model, which included regular system health checks and performance optimization. This approach aimed to prevent issues before they disrupted operations.
Proven Methodology: Ternpoint’s proven implementation methodology provided ongoing risk management ensuring an on time go live.
Ongoing Support: With a commitment to timely support and access to a dedicated US based support team, Ternpoint Solutions ensured that Columbia Fruit’s users could reach out for assistance at any time. This feature was essential to minimize downtime and maintain user satisfaction.
Customized Support: Ternpoint Solutions took the time to understand Columbia Fruit’s unique software support requirements. They offered tailored solutions to align with Columbia Fruit’s objectives and customer service needs.

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The Results

Partnering with Ternpoint Solutions yielded significant benefits for Columbia Fruit:

Improved User Satisfaction: With prompt, support and proactive issue prevention, user satisfaction levels increased. Users reported reduced downtime and faster issue resolution times.
Efficient Issue Resolution: The dedicated team from Ternpoint Solutions quickly identified and resolved software issues, leading to a significant reduction in support ticket backlogs.
Cost Savings: Columbia Fruit realized cost savings due to the efficient support provided by Ternpoint Solutions. Fewer resources were needed to manage support requests.
Enhanced Software Performance: Regular system health checks and performance optimizations improved the overall performance of Columbia Fruit’s software applications, resulting in a better user experience.
Scalability: As Columbia Fruit continued to grow, Ternpoint Solutions adapted to their changing needs, offering scalable support solutions to accommodate the expanding software portfolio.

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Conclusion

The partnership with Ternpoint Solutions transformed Columbia Fruit’s software support services and business systems. With their expertise, proactive approach, resource availability, and customized support, Columbia Fruit not only overcame its previous challenges but also elevated its reputation in the industry. Client satisfaction levels increased, costs were reduced, and software performance improved.

Holly Chadbourne, the PM at Columbia Fruit, had this to say following the implementation: "The partnership with Ternpoint Solutions transformed Columbia Fruit’s software support services. With their expertise, proactive approach, resource availability, and customized support, Columbia Fruit not only overcame its previous challenges but also elevated its reputation in the industry. Client satisfaction levels increased, costs were reduced, and software performance improved. They’re easy to contact, quick to respond, and available to answer questions, and take the time to walk you through the process."

For any company seeking to modernize its business systems, the case of Columbia Fruit and Ternpoint Solutions serves as a compelling recommendation. The dedication to excellence and client satisfaction exhibited by Ternpoint Solutions proved to be an invaluable asset in meeting Columbia Fruit’s software support needs and exceeding its user and customer expectations.