Case Study: Supporting National Milk Records with Business Central 

Customer Overview

About National Milk Records (NMR) 
National Milk Records (NMR) is a leading UK provider of milk recording and dairy management services. They support farmers, vets, and milk processors with accurate data and insights to improve herd health, milk quality, and overall productivity.

Their services include milk recording, health and genomic testing, milk quality analysis, and software solutions for data-driven decision-making. 

Existing Setup 
NMR had an established Microsoft Dynamics 365 Business Central implementation to manage their operations. However, they required ongoing support and enhancements to optimise system performance and ensure smooth business processes. 

What They Needed 

• Reliable support for Business Central cases 
• Improved communication and faster resolution times 
• Clear documentation of resolutions and deployment details 
• Integration of additional functionalities such as PTX and custom reporting 

Business Challenges

• Communication barriers caused by accent and style differences sometimes led to misunderstandings 
• Case resolution was often slow and required multiple follow-ups for updates 
• Resolution details were not consistently provided, making testing difficult 
• Production deployments lacked information about released changes 

The Solution

• Completed PTX integration for NMR 
• Developed custom reports tailored to operational needs 
• Provided support for various cases and system improvements 
• Introduced structured communication practices  
  • Weekly meetings scheduled by Abhi and Kata to review issues and progress 
  • Regular discussions on challenges and improvement opportunities 
  • Proactive follow-ups to ensure timely responses from teams 

Results and Benefits Achieved

• Improved communication and reduced misunderstandings through structured updates 
• Detailed resolution documentation enables effective solution testing 
• Deployment information is now provided for CAB Board approvals 
• Case response times are faster and more efficient 
• Mercurius actively monitors and manages support cases, ensuring proactive service

Why Partner with us

Mercurius IT is a trusted Microsoft Dynamics 365 Business Central partner with a proven track record of delivering tailored solutions and ongoing support for businesses across industries. Our approach focuses on: 

• Expertise in Business Central implementation, integration, and optimisation 
• Proactive support that anticipates challenges and prevents issues 
• Clear communication with structured updates and transparent processes 
• Continuous improvement through regular reviews and feedback loops 
• Collaborative approach that ensures solutions align with business goals 

Partnering with Mercurius IT means gaining a reliable technology ally committed to helping you maximise your investment in Business Central.