IT Department Skills to Support Microsoft Great Plains and Microsoft CRM

Essential IT Talent for Supporting Microsoft Great Plains and Microsoft CRM

When an organization adopts Microsoft Great Plains as its enterprise resource planning platform and Microsoft CRM as its customer‑relationship tool, the backbone that keeps both systems running smoothly is a small, highly skilled IT team. The right mix of roles allows a company to handle day‑to‑day operations, troubleshoot issues, and keep the system aligned with evolving business needs without relying on expensive external consultants. Below is a practical roadmap for the four core positions that most mid‑sized to large companies find indispensable.

Great Plains and CRM sit on SQL Server, but they do not demand the same level of database administration that a high‑transaction retail platform might. Index tuning, complex transaction log strategies, and heavy referential integrity enforcement are rarely needed. What matters is an in‑depth understanding of the tables that store the business logic and the ability to write precise SQL to fix data anomalies that arise in day‑to‑day usage.

Because the data model is tightly coupled with accounting processes, the ideal candidate also brings a foundation in finance or accounting. That background helps when they investigate a discrepancy in a vendor invoice or a sales order that is not posting correctly. A typical day involves reading the MBS Customer Source Knowledge base, identifying the root cause of a data issue, and crafting a small query to correct the record. The role often expands into minor data migrations or upgrades, where the specialist must preserve data integrity across versions.

While the job title might suggest “SQL DBA,” the responsibilities are more accurately described as a “Database and Business Logic Specialist.” They keep the data clean, monitor growth, and ensure backups are routine but not overly complex. In many organizations, this person also writes reports for senior management, using the data they extract as a foundation for key performance indicators.

CRM’s integration with Microsoft Exchange and the broader Microsoft ecosystem makes a strong network and messaging foundation a prerequisite. This role is responsible for installing, upgrading, and troubleshooting the underlying Windows Server infrastructure, Active Directory, and Exchange services that CRM relies on for user authentication, email routing, and calendar synchronization.

Beyond routine server maintenance, the network expert must understand the security model of Exchange. Because the built‑in CRM‑Exchange connector is not flawless, the specialist often writes custom handlers or scripts to bridge gaps. For example, when a CRM user can’t receive automated email notifications, the expert will trace the message flow, check transport rules, and adjust the connector’s configuration to restore functionality.

The job also involves ensuring that the VPN, firewall, and load‑balancing components can handle the CRM traffic without latency spikes. In larger deployments, this person may collaborate with cloud teams to migrate parts of the infrastructure to Azure, balancing on‑premise reliability with the flexibility of the cloud.

Customizations are inevitable. Whether you need a new field on a sales form or an automated workflow that triggers an external service, the development team turns business requests into code. A developer fluent in C# (the preferred language for the latest CRM SDK samples) and seasoned in SQL can deliver quick fixes and longer‑term enhancements.

While CRM offers many out‑of‑the‑box features, the developer often extends the platform by creating plug‑ins, custom web resources, and integration endpoints. They read the SDK documentation, build sample projects, and test thoroughly before rolling changes into production. When the system moves to a new version, the developer also reviews breaking changes and updates custom code to keep compatibility.

Because Great Plains and CRM share some data structures, the developer must also be comfortable publishing web sites that access both systems. A typical task might be to expose a custom report via a web service that pulls data from Great Plains, formats it, and delivers it to a CRM dashboard.

Crystal Reports remains the industry standard for both Great Plains and CRM reporting. A dedicated analyst who can design, build, and maintain crystal reports ensures that managers and executives have the information they need without asking IT for ad‑hoc solutions. They translate business questions into report specifications, write complex SQL queries when necessary, and fine‑tune the design for readability.

In many cases, this role overlaps with the developer or the database specialist. The analyst might use their SQL knowledge to extract the raw data, then apply Crystal’s formula engine to produce a polished report. The ability to automate report delivery via scheduled batches or email is also a key requirement, reducing manual effort and speeding up decision cycles.

When a team is small, the reporting lead may wear multiple hats, but cross‑training across the four skill sets is highly encouraged. This reduces single points of failure and allows the organization to respond to emergencies without waiting for external help.

Beyond assembling these core roles, the organization should establish a process for continual learning. New releases of Great Plains and CRM bring updated APIs, security patches, and feature enhancements. Regular training sessions keep the team current, while knowledge sharing forums capture lessons learned from live incidents. By building a culture of collaboration and continuous improvement, companies can keep support costs low and maintain system reliability over the long term.

Strategic Partnering, Cross‑Training, and Sustaining Long‑Term Success

Even with an internally capable team, selecting the right Microsoft Business Solutions Partner (BSP) is essential. A BSP provides vendor‑backed expertise, access to pre‑configured solutions, and a direct line to Microsoft’s support network. Choosing a partner with a proven track record in Great Plains and CRM ensures that any gaps in internal knowledge can be bridged quickly.

During the selection process, evaluate the partner’s certifications, customer references, and the breadth of services they offer. A strong BSP will not only help with initial implementation but also assist with periodic migrations, security audits, and performance tuning. They can provide workshops for your developers and database specialists, exposing your team to best practices that might otherwise take years to discover independently.

To keep the internal team resilient, schedule regular cross‑training initiatives. For example, the database specialist can shadow the developer on a code review, while the network expert can observe the reporting lead’s design process. These exchanges help team members appreciate the challenges and dependencies of other roles, fostering a more collaborative environment.

Cross‑training also prepares the organization for unforeseen absences. If a key specialist is out on leave, another team member can step in without a steep learning curve. This redundancy reduces downtime and keeps the system running smoothly, a critical factor for businesses that rely on real‑time data for sales and inventory decisions.

Finally, embed a feedback loop that tracks system performance, user satisfaction, and incident response times. Use this data to adjust staffing levels, invest in new tools, or renegotiate partnership agreements. By treating support as an evolving capability rather than a fixed cost center, companies can stay agile, reduce vendor dependence, and maintain competitive advantage.

For more information on how Alba Spectrum Technologies can help you build or refine this team, call us at 1‑866‑528‑0577 or email help@albaspectrum.com. Our headquarters are in Chicago, but we serve clients across the United States and internationally. Learn more at