Choosing the right Dynamics 365 implementation partner is arguably more important than choosing the right software. A great partner can make a mediocre platform sing; a poor partner can turn the best software into a disaster. Here's how to find the right one.

The Criteria That Actually Matter

1. Relevant Industry Experience

Generic "ERP experience" isn't enough. You want a partner who has implemented Dynamics in your specific industry and understands your business processes. Ask for:

  • Number of implementations in your industry vertical
  • References from companies similar to yours
  • Industry-specific accelerators or templates they've developed
  • Understanding of industry regulations (if applicable)

The "Day in the Life" Test

Ask the partner to walk you through a typical day for someone in your key roles (controller, warehouse manager, etc.) using Dynamics. If they can't speak fluently to your workflows, they don't have the industry depth you need.

2. Team Experience, Not Firm Experience

Don't be fooled by impressive firm credentials. What matters is who will actually work on YOUR project. Ask specifically:

  • Who is the proposed project manager? What's their background?
  • Who are the functional consultants? How many implementations have they done?
  • What's the average tenure of the proposed team?
  • Will these specific people be assigned to your project?

"We chose a big-name firm and got a team of junior consultants learning on our dime. Should have asked who was actually doing the work."

3. Implementation Methodology

A mature partner has a documented, repeatable methodology. Look for:

  • Clear project phases with defined deliverables
  • Risk management practices
  • Change control procedures
  • Knowledge transfer approach
  • Testing strategy

4. Post Go-Live Support Model

Implementation is just the beginning. Understand their support approach:

  • What hypercare period is included?
  • What are ongoing support options and costs?
  • Response time SLAs?
  • 24/7 support availability?
  • Dedicated vs. shared support resources?

Questions to Ask Every Partner

About Their Practice

  1. How many Dynamics 365 implementations have you completed in the last 2 years?
  2. What percentage of your business is Dynamics vs. other products?
  3. What's your consultant utilization rate? (High rates can mean stretched resources)
  4. Do you have Microsoft Gold/Solutions Partner status?
  5. What's your consultant turnover rate?

About Your Project

  1. What similar projects have you done, and can we speak to those clients?
  2. What do you see as the biggest risks for our project?
  3. What would cause this project to fail?
  4. How do you handle scope changes?
  5. What's your approach to data migration? Testing? Training?

About Commercial Terms

  1. Is this fixed price or time and materials?
  2. What's included vs. extra?
  3. What assumptions is your estimate based on?
  4. What happens if we exceed budget?
  5. What are the payment terms and milestones?

Green Flags in Partner Responses

  • They ask lots of questions about your business before proposing
  • They're honest about what they don't know
  • They push back on unrealistic timelines or budgets
  • They want to do analysis before committing to a fixed price
  • They provide references without hesitation
  • They explain risks and how they'll mitigate them

Red Flags to Watch For

Warning Signs During Evaluation

  • Vague about team assignments: "We'll assign our best resources" without names
  • Fixed price without analysis: They can't know the true scope
  • No similar references: You'd be their learning opportunity
  • Over-promising timelines: "We can do it in half the time"
  • Avoiding risk discussion: Every project has risks
  • Pressure tactics: "This price is only good this week"
  • Can't explain methodology: Making it up as they go

The Reference Check

Don't skip this step. When talking to references, ask:

  • Did the project come in on time and budget?
  • Were the people you met during sales the ones who did the work?
  • How did they handle problems when they arose?
  • What would you do differently if starting over?
  • Would you hire them again?
  • What's the ongoing relationship like?

Ask for references from projects that had challenges—every project has them. How the partner handled difficulties tells you more than how they handled success.

Evaluating Proposals

Don't Just Compare Price

The cheapest proposal is rarely the best value. Compare:

  • What's included (training, data migration, testing, documentation)
  • Assumptions (number of users, complexity, integrations)
  • Team composition and experience levels
  • Timeline and approach
  • Risk factors and contingencies

Understand the Commercial Model

  • Fixed price: You know the cost, but scope must be tightly defined
  • Time and materials: Flexible but costs can escalate
  • Hybrid: Fixed for known scope, T&M for unknowns
  • Capped T&M: T&M with a maximum ceiling

Our recommendation: separate analysis phase (fixed) followed by implementation (fixed based on analysis findings). This de-risks both parties.

Making the Final Decision

After evaluating multiple partners, consider:

  1. Cultural fit: You'll work closely with these people for months. Do you like them?
  2. Communication style: Are they responsive? Clear? Do they listen?
  3. Realistic expectations: Did they tell you what you wanted to hear, or what you needed to hear?
  4. Long-term viability: Will they still be around for support in 5 years?
  5. Trust: Do you trust them to have your best interests in mind?

"The partner who told us our timeline was unrealistic ultimately saved us from a disaster. We didn't want to hear it, but they were right."

A Word on Size

Big partners and small partners each have advantages:

Large firms: More resources, broader expertise, brand credibility, but you may get junior staff and less personalized attention.

Small/mid-size firms: Senior-level attention, specialized expertise, more flexibility, but may have capacity constraints or narrower capabilities.

Match the partner size to your project complexity and your need for personalized attention. A mid-market company doesn't need (and won't get good service from) a Big 4 firm. A Fortune 500 company may need the scale of a large SI.

Final Advice

Take your time with this decision. A poor partner choice will cost you far more than the time spent on thorough evaluation. Get multiple proposals, check references, and trust your instincts about cultural fit.

The right partner will feel like an extension of your team, not a vendor to manage. Find that partner, and your Dynamics project will have a much higher chance of success.