A multi-state material-handling dealer keeps service running while it plans what comes next

The dealer had recurring slowdowns on a system few people in-house knew well

The dealer sells and rents material-handling equipment across several states. Its technicians handle service and maintenance on that equipment, and it runs a parts business. The operation runs on Microsoft Dynamics AX 2012 R2, with add-on products from software vendors and connections to other systems.

The system had recurring performance problems. Few people inside the company knew it well, and the dealer depended on outside help to support its add-ons and system connections.

Microsoft’s extended support for AX 2012 R2 ended in April 2022, according to Microsoft’s lifecycle page.

Its leaders chose to steady the current system while they plan the next one

For an equipment dealer, much of the margin comes from parts and service, the aftermarket side of the business. The system behind it has to keep up every day. Replacing that system is a large decision in cost and risk, and it takes time to plan well.

The dealer’s goal was to end the slowdowns, make room to grow, and keep operations running while the business changes. Its leaders chose managed support for AX 2012 in the meantime.

The dealer’s database is tuned and routine steps are automated

The tuning work focused on SQL Server, the database under AX 2012, to deal with the recurring performance problems.

Workflow automation took routine steps off people’s desks. AX 2012 is connected to the field service management software the dealer’s technicians use.

The dealer has one support owner and a roadmap for what comes next

Support runs through a dedicated account owner who keeps the dealer informed and sees each issue through. The dealer’s team has one place to take a problem with the system.

The dealer also has a roadmap of future improvements, which its leaders can weigh as they plan and budget the modernization.

Ludia’s part: managed support for AX 2012 R2 through Ludia Care, Ludia’s managed services, with a dedicated account owner. Ludia’s consultants tuned SQL Server, automated workflows, connected AX 2012 to the dealer’s field service management software, and laid out the roadmap of future improvements.

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For your IT team: what the support covers

The system is Microsoft Dynamics AX 2012 R2 on SQL Server, extended with ISV add-ons and third-party integrations. The work covered SQL Server performance tuning and workflow automation, plus integration with field service management platforms, under managed support with a dedicated account owner. Microsoft’s support dates for AX 2012 R2 are on Microsoft Learn.