Hello Microsoft,

We are having discussions with our customers because Microsoft changes functionality and does not communicate the changes and possible effects enough and clearly to the users. This causes issues like in Support ticket 2509051420002183, where Microsoft changed the following:

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This is caused by I introduce the concurrency limit for email module, which is used to control the email sending frequency 

But if the emails are sent from background, then the emails status could stuck with "Processing" for a lot of different reason.

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The issue here is not that Microsoft changes something in the software, but they don’t inform the users enough. I understand partners have a part to play here also. We do inform our customers with every new release, what’s in it, what it does and when it’s available. But still, this is not enough to prohibit things going wrong. Still there is room to improve communication with customers.

The issue here is that, in the end, there were no emails with invoices sent to the customers’ clients. Only after the clients complained that they did not receive an invoice that the customer had to figure out himself what was going on. This is not the first time that Microsoft does this kind of exercise and things go wrong. I understand it is difficult for Microsoft to communicate with such a big crowd of users. But would it not be possible to create a temporary notice, informing the users that something has changed in the email functionality? Add a short description and suggest that the customer take extra care in checking if all processes are still working as expected. At least, Microsoft will have shown that they tried to inform the customers. That still is 10 times better than what is happening now. Nobody knows what is going on. Everybody needs to raise a ticket with Microsoft. Customers are dissatisfied and display a bad service toward their clients.

I understand that Microsoft does many changes, and not all changes are relevant to the customer or to all customers. Then there are changes that do not have a big impact. But still, I feel Microsoft should try to improve in this area. Is it not possible to add a screen with all the latest changes and possible effects? Maybe per module, like one for sales, one for finance, one general? At least then Microsoft is trying to improve its communication, and users have a possibility to go through the list and see if there is anything they should look at. And if it’s something big, put it on the start screen. Still people will mis it, but it will be difficult to state that Microsoft does not care what happens after they change functionality, like what is happening now.

Hope someone reads this and does something useful.

Regards,

Erik Kramer

ABC E BUSINESS