SKG Customer Care provides structured support for stable, secure banking and treasury automation, built specifically around the demands of Microsoft Dynamics 365 finance environments.
We support business critical finance processes including payments, bank integrations, cash visibility and treasury operations. Through proactive monitoring, structured incident management, release validation and ongoing optimisation, we help organisations reduce financial and operational risk while keeping bank connectivity and reconciliation running reliably.
Banking and treasury automation sits at the heart of finance operations. Errors or instability can lead to failed payments, incorrect cash positions, compliance issues and high dependency on key individuals.
With SKG Customer Care, you gain a structured and predictable support model that protects critical finance processes, reduces operational risk and frees up internal finance and IT resources.
Reduce payment failures and downtime in business critical processes
Improve performance and reliability through regular health checks
Ensure stable, high quality releases across Dynamics 365 and bank integrations
Move from reactive firefighting to proactive service delivery
A Scalable IT Customer Care Model
Our SKG Customer Care is offered across three scalable service levels, allowing you to choose the level of support that fits your organisation’s complexity, regulatory requirements, and business criticality.
| Basic | Standard | Enterprise | |
|---|---|---|---|
| Incident Management Services (IMS) | |||
| Customer Support Portal | ✓ | ✓ | ✓ |
| Response time – standard incidents | 48 hours | 24 hours | 8 hours |
| Response time – Priority 1 incidents | 12 hours | 8 hours | 4 hours |
| Support Portal Users | 2 | 4 | 6 |
| Environment coverage | 1 Production | 1 Production + test | 1 Production + all non-prod |
| Application management services (AMS) | |||
| Customer care | |||
| Shared support team | ✓ | ✓ | ✓ |
| Proactive service oversight | — | ✓ | ✓ |
| Named point of contact | — | — | ✓ |
| Best practices toolkit | ✓ | ✓ | ✓ |
| Fast-track service requests | ✓ | ✓ | ✓ |
| Banking specialist access | ✓ | ✓ | ✓ |
| Rollout planning & assistance | ✓ | ✓ | ✓ |
| Release & upgrade support | |||
| Release notes, every version | ✓ | ✓ | ✓ |
| Testing, coordination and custom scripts | — | ✓ | ✓ |
| Strategic advisory | |||
| Guidance & planning | — | Anual check-in | Anual check-in + roadmap planning |
Customer Care combines two complementary layers:
SLA based support for issues and tickets as they arise, so problems are resolved quickly when they happen.
Proactive collaboration on release planning, upgrade management, solution health checks and best practices, so fewer issues arise in the first place.
Together, these mean support isn’t just about fixing what breaks. It’s about making sure you’re getting full value from the solution you’ve already invested in, including features and processes you may not know are available to you.
Because SKG supports multiple customers on the same Banking and Treasury Automation solution, we have visibility across the wider customer base.
This means we can often spot patterns early, flag risks and help customers prepare before an issue becomes an operational problem, rather than waiting for a ticket to be raised.
Our Customer Care model is built on clarity, accountability and collaboration:
This ensures transparency, predictability and measurable value for both finance and IT stakeholders.
"SKGSE's approach to customer care is to be a long-term, trusted partner that stays close to the customer, takes ownership, communicates openly, and helps keep their solution stable, secure, tested, optimised and ready for change."
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Our Customer Care can be tailored to your organisation’s ERP landscape, banking complexity, and treasury maturity level.
Managed services are ongoing IT and application support services delivered under a structured agreement. They include incident management, proactive support and ongoing optimisation.
Managed services support banking and treasury automation by ensuring stable payment processing, reliable bank integrations, controlled releases, and continuous optimisation of finance-critical processes.
By proactively monitoring systems, testing changes thoroughly, and resolving incidents quickly, managed services reduce the risk of failed payments, incorrect cash positions, and disruption to finance operations.
ERP managed services support system stability, release quality, and performance across finance modules, banking integrations, and treasury functionality through incident management, release testing, health checks, and proactive optimisation.
Reactive support responds to incidents after they occur.
Proactive IT support focuses on prevention, monitoring, optimisation, and continuous improvement to reduce future issues and business risk.
Yes. SKG Managed Services are scalable and can be tailored based on ERP platform, banking complexity, release frequency, regulatory requirements, and business needs.
Managed services are ideal for organisations that:
A Scalable IT Managed Services Model
Our managed services are offered across three scalable service levels, allowing you to choose the level of support that fits your organisation’s complexity, regulatory requirements, and business criticality.
Customer support portal access
48 hour response time (standard incidents), 12 hour response time (Priority 1)
Production environment coverage
Dedicated customer care team
Best practices toolkit
Fast-track service requests
Access to banking specialists
Rollout planning and assistance
Release notes for every TAS version
Everything in Entry, plus:
24 hour response time (standard incidents), 8 hour response time (Priority 1)
Production and test environment coverage
Service Delivery Manager
Coordination of upgrade and testing activities
Predefined test scenarios
Testing of TAS releases
Customer-specific test scripts support
Annual customer check-in (non-billable)
Everything in Standard, plus:
8 hour response time (standard incidents), 4 hour response time (Priority 1)
Production and all non-production environments
Customer Success Manager
Solution roadmap planning