Driving System Stability with SLA Support and 4Sight

Challenges and Requirements

Before partnering with 4Sight, Bone SA faced recurring stability and performance issues across its Sage 300 ERP and Sage CRM environments and an inability to communicate with one another. Limited internal technical expertise made it challenging to maintain and optimise these systems, while slow issue resolution impacted productivity and disrupted financial processing cycles and sales cycles. The organisation also struggled with inconsistent utilisation of system features, leading to inefficiencies and missed opportunities for process improvement. Without structured management and best-practice guidance, Bone SA’s systems lacked the reliability and scalability needed to support its operational goals.

To address these challenges, Bone SA required a trusted partner to take over complete support for Sage 300 and Sage CRM. Their requirements included proactive system monitoring, rapid issue resolution, and performance optimisation across both platforms. They also sought strategic advisory services to improve system utilisation and extend value, all under a comprehensive SLA framework with defined response timelines and governance.

Solution

In July 2024, Bone SA appointed 4Sight as its official Sage Business Partner, initiating an ongoing SLA-driven engagement focused on stabilising systems and improving reliability. 4Sight delivered a holistic support and optimisation service that included helpdesk-driven incident management, performance stabilisation, preventative maintenance, and configuration adjustments where necessary. The engagement also featured quarterly strategic review sessions and upgrade consultations to ensure continuous improvement and alignment with best practices.

The solution introduced several key features that transformed Bone SA’s ERP and CRM environments. Dedicated SLA helpdesk access with multi-level escalation ensured rapid response and resolution. Sage 300 optimisation included fine-tuning financial modules and resolving transactional disruptions, while Sage CRM support provided troubleshooting, configuration advisory, and user guidance. Proactive monitoring and monthly SLA performance reports improved governance, complemented by quarterly system health reviews and annual upgrade planning.

Benefits and Outcomes

Unlike traditional break-fix support models, 4Sight’s approach offered significant advantages. By consolidating ERP and CRM support under one partner, Bone SA achieved seamless operational continuity and reduced disruption through proactive interventions. Access to certified senior consultants and advanced advisory services delivered strategic value beyond incident resolution, while flexible, scalable service delivery ensured adaptability to future needs.

The impact of this partnership has been substantial. Bone SA experienced increased system uptime and reliability, reduced operational delays, and improved user confidence and adaptability to the CRM system. Financial processing cycles became more consistent, and customer engagement functions were optimised. Enhanced governance through SLA tracking and quarterly reviews provided transparency and control, while strategic advisory enabled better planning for upgrades and future improvements.

Since the SLA activation, Bone SA has experienced significant improvement in support resolution time and zero critical downtime events. Month-end financial processing has become more predictable thanks to Sage 300 performance improvements, and CRM utilisation has increased with fewer user escalations, due to guided support. Full SLA compliance has been maintained with no breach incidents to date, underscoring the success of this engagement. Additionally, support on legacy reporting systems has enabled representatives to easily gauge sales performance.

“Our experience with Bone SA has been exceptional. A team that delivers quality, reliability, and true partnership every step of the way” says Ananda Harmse, SLA Lead at 4Sight.

"With the right partner, anything is possible." Janet Verweij, Sales Manager at Bones SA