Case Study: GMG Dubai Accelerates Digital Efficiency with Trident’s D365 F&O Support

GMG Dubai, a leading global well-being company headquartered in the UAE, is committed to inspiring healthier, more active lifestyles. With operations spanning retail, food, distribution, and healthcare, GMG manages a diverse portfolio of international and homegrown brands that serve millions of customers across the Middle East, Asia, and beyond. To support its fast-paced and expanding business, GMG relied on Microsoft Dynamics 365 Finance & Operations (D365 F&O). However, challenges with system support and performance optimisation began to hinder efficiency.

Challenges Faced by GMG

Despite having a powerful ERP platform in place, GMG struggled with several issues:

• Lack of Proactive Monitoring: No preventive system checks led to recurring performance bottlenecks.
• Delayed Issue Resolution: Slow support response times threatened business continuity.
• Limited In-House Expertise: Internal teams lacked the skills to manage complex customisations and integrations.
• Post-Deployment Glitches: Absence of structured support caused frequent disruptions.
• Low Visibility into Application Performance: Management struggled to track system usage and adoption.
• Vendor Dependence: Reliance on multiple providers created inefficiencies and higher costs.

These challenges increased operational risks and costs, limiting GMG’s ability to scale seamlessly.

The Solution: Trident’s D365 F&O Support Services

To overcome these challenges, Trident Information Systems partnered with GMG to deliver end-to-end support for Microsoft Dynamics 365 F&O, ensuring stability, scalability, and efficiency.

The support package included:

• 24×7 SLA-Based Support: Continuous coverage with faster ticket resolution.
• Dedicated Technical & Functional Team: Specialists focused on ERP performance and issue resolution.
• Proactive Health Checks: Regular monitoring and optimisation of the ERP environment.
• Customisation & Change Support: Structured handling of change requests and enhancements.
• Training & Knowledge Transfer: Building in-house capability through periodic sessions.
• Centralised Governance: Streamlined issue tracking and governance via ITSM tools.
• Upgrade & Roadmap Advisory: Guidance on future upgrades and system scalability.

Benefits Realised

By partnering with Trident, GMG experienced measurable improvements in ERP performance and business continuity:

• 40% Faster Ticket Resolution through dedicated resources.
• Higher System Uptime thanks to proactive monitoring and preventive maintenance.
• Cost Optimisation with streamlined support and reduced total cost of ownership.
• Operational Continuity ensuring uninterrupted performance even during peak sales periods.
• Better User Experience with smoother system performance and fewer complaints.
• Strategic Partnership providing guidance for ongoing digital transformation.

As GMG’s IT Director stated, “Partnering with Trident for D365 F&O support has significantly improved our operational reliability. Their expertise and responsiveness helped us solve complex issues faster and ensure our systems align with business and compliance needs. We view them as an extension of our own team.”

Conclusion

GMG Dubai’s case demonstrates the importance of robust ERP support in driving digital efficiency for global enterprises. While implementing Dynamics 365 F&O was a key step, partnering with Trident for dedicated support enabled GMG to maximise its investment, reduce costs, and ensure seamless operations.

For companies with complex operations, this case highlights a critical lesson: ERP success does not end at deployment — proactive support and continuous optimisation are essential to unlock long-term value and scalability.