How Digital Transformation is help fighting the Coronavirus

Diseases and illnesses are part of life, but what is there to know if life seems halted because of it? It is not just you and me, Coronavirus aka COVID-19 is everywhere around the world. Businesses are effecting, sports, tech and every industry are facing a lockdown due to the spread of this virus. However, while we see it as a problem, then we must take it as a challenge. This pandemic or any other future pandemics are showing us that we need modern workplace ideas to be in practice now.

So, like many others, you can reshape your business through various tools and allow your employees to work from home. They can still be productive and efficient in offering their services.

Let’s also have some insights about healthcare. We are building personal care centers for years. Many elderly and children are getting healthcare services right from their place. Therefore, it would be easy for us to fight COVID-19 too.

digital transformation initiatives

How digital technologies are changing the Dynamics of business?


If you are worried about your business dynamics with all the crises of coronavirus, you must remember about the technological advancements too. Either it is the healthcare industry or any other industry, we can always rely on Microsoft Dynamics 365. It may be the time of despair, but having the sanity alive – the right tools can keep us going in the business. So, digital transformation is the only way to fight with this time.

For now, the concern is how it is help?

All we need is to strategize better and perform the business basics without any hassle, so let’s see the way it is helping.

·        Artificial Intelligence

Artificial intelligence is one way to manage many things happening right now. You can predict the reports and health care department can get better results. Moreover, they can offer you better analysis and statistics on counting the patients.

·        Machine Learning

ML is getting smarter by every day and clinical research is improving because of it. So, right now the challenge is to see if we have been moving towards the right future or not. It can be the time to judge and test the experiments and calculate appropriate results for diagnosing the disease.

·        Predictive analysis

In today’s world, where political parties can decide their political career just by analyzing human behavior. Similarly, we can get a predictive analysis to judge the disease and learn more about and pandemic. Right now, we might not be fully prepared for any such pandemic. But digital transformation can help to be ready for any future happenings like this.

·        Work from your comfort zone

Work from home was like a slogan from the beginning of the digital era. However, many companies are still reluctant to implement this as a practical idea. But if we have to fight the CODOV-19, we need to face this challenge too. Microsoft Dynamics has many tools that work on cloud data centers. So, it is quite a help in the time of despair. Also, we can build a better future through this.

·        Bio-Technology

So, now we also need biotech to be in action. Prevention, diagnosis and a lot more can be done simply by using the tools that work on this science. Productions can be enhanced and we can offer better medicines for the relevant disease.

·        AR/VR based learning

If we have to implement remote working, we will need to offer remote learning too. People cannot just stay at home idle and think about a better future for themselves. So, the ongoing learning process can be managed through AR and VR technologies. Lectures, demo and documentaries can help people keep learning and advancing in their respective fields of interest.

·        ERP solutions

For e-commerce and online retailing business, we have ERP and CRM solutions. Microsoft dynamics is also offering many tools to cater to your online business. So, all you need is training for this software and people can perform best even from home.


Key success to an ERP project management

When a business grows so do its data, enterprise resource planning (ERP) is one of the first steps as a software update.

Right now ERP project management is much-needed for any company to sustain in the digital world. Before getting any further, you may also want to understand what is ERP project management? For a successful enterprise software implementation, you need the right factor fo a successful ERP project management.

We have many case studies that show inadequate project management leading many businesses into the failure of ERP implementation. So, any organization that lacks the basics of the implementation strategy, according to Gartner 90 Percent of Organizations Will Lack a Postmodern Application Integration Strategy.

erp project management methodology

Key points for successful ERP implementation strategy

Any project requires in-depth analysis and details about every aspect of it. If the manager is not discussing it with the team, he is probably misleading them or unfit for the role. Therefore, while you hand over the project to the manager, just ensure some key points. The key points will only help you to hire the best management team and avoid failure at all.

1. Characteristics of the project manager

The success of the project is mostly dependent on the manager of the team. This individual is responsible for taking the team along and work in the direction considering the Project scope. So, when we talk about ERP CRM project management, the same person has to be flexible, approachable and creative. He must have three main traits i.e. certainty, accountability, and clarity.

2. Allocation of the appropriate resources

Resources allocation is another crucial point. If you have read some of the case studies of ERP project failure. Most of them clearly show that the inappropriate allocation of resources was one reason for ERP project failure. So, the ERP project management module requires appropriate resources to make it a success for the organization.

3. Coordination within the departments

The way you collaborate and cooperate with your team tells everything about you. It says a lot about your professionalism and works ethics. Therefore, the much need point for the success of ERP software if collaborating with the IT or customer care teams. You need to win their trust and also guide them about the software to ensure successful implementation.

4. Feedback from the team& customers

When you are implementing a new system, the whole dynamics of the organization are going to change. So, getting the feedback and responses from the team and clients is important. And to manage it, you will need sure step methodology. It is a method to enhance customer engagement.

Moreover, you need to include the team in every decision and training session and understand their response to it. It is essential because a little misunderstanding can lead to severe consequences in applying ERP project management and monitoring system.

5. Training

Finally, the most important phase for any software implementations is training. If your team does not understand the features and function of ERP software, how they would take care of the customer and project. So, to manage on-time delivery and quick response, training is the factor to keep in the top priority list while implementing ERP.


In the end, the ERP software is all about the focus, training and top-notch management team. It is not worth an effort if you are not willing to invest in the best team you have within your organization. DFSM is ensuring successful ERP projects for small to mid-size businesses for many years. So, if you need expert advice or help, then let the brilliant people help you with the process of implementation.

ERP Implementation Failure A Case Study (Woolworths Australia)

ERP Implementation Failure A Case Study (Woolworths Australia)



When we talk about ERP failures, we cannot just end up the debate with a single example of a case study. There are many popular and prominent case studies for ERP implementation failures teaching precious lessons to the companies. While we are getting into the ERP implementation failure examples, we have talked in the last post about Hershey ERP failure


Today, we have an interesting case study of Australia’s supermarket leader Woolworths Australia; 


Woolworths – ERP implementation failure a case study worth studying


If we check the ERP implementation failure statistics, Woolworths is still topping the list with the loss of AU$1.2 billion in 2016.


How did it start?


In the financial year 2016, CEO Brad Banducci announced some major changes in the operations sector.  It included the removal of unnecessary costs and bureaucracy. So, the reconstruction of Woolworths begins and the main aim was to improve the culture of the organization. They are now looking for the SAP solution and trying to get rid of the payroll system that is in use form the past 20 years.


So, the company seeks out for the SAP to ensure the end-to-end human capital management system. The different modules of it included: Performance objectives, talent and success, payroll and self-service, learning, and reward.


The times of Crises….


The main crisis was the tailor reports which managers were supposed to receive every week, but couldn’t generate it for 18 months. The root problem over here is said to be the lack of planning and less understanding of the own business processes. The company didn’t document the data for the last 6 years. So, as a result, it lost important institutional knowledge.


erp implementation project
enterprise software

The real cause of the Failure


The go-live of the platform mid-last year for Woolworths subsidiary Big W caused the retailer millions in lost sales after it was unable to submit orders to suppliers, leaving shelves empty. 

“It was one of the major reasons why we had availability issues in store. And there were points in time when we lost visibility on sales and profit performance in our business, and those were worrisome times because as retailers we need to know all the time where we’re at,” he said.


To avoid a failed ERP, companies need to have a full understanding of HCM solutions. and the staff needs extended training. 



Final Thoughts


Losing the tailored reports for individual stores was not just the lack of workforce planning. But it was also a result of poor understanding of the core business processes. The senior staff left the six-year transition process and then it couldn’t bake out in a new roll-out process. So, if you are also looking to invest in SAP solutions, make sure you have a workforce with business understanding. Moreover, get the experts to guide you through the implementation process. DFSM is helping organizations to rescue such failures by providing expert resue plans.

How can we integrate ERP and CRM?

How can we integrate ERP and CRM?


Productivity and efficiency are the most valuable ingredients of today’s business world. So, integrating ERP and CRM has become essential for streamlining business processes. Many organizations purchase CRM and ERP to improve productivity.

It pays off by enhancing the efficiency of sales, purchase, and billing. Moreover, it maintains customer and supplier relationships too. Many sources are providing the facility of both ERP and CRM along with their integration process. But Microsoft is on the top of the list right now.

People looking for business solutions are also looking for chances to enhance their productivity. Now, the Microsoft Dynamics 365 ERP and CRM are the important tools. But buying and deploying the systems separately will take longer for the databases to synchronize. Therefore, it makes the integration of ERP and CRM necessary.

We know the difference between ERP and CRM. One is to manage supply chain management including the financial data. The latter is to manage customer success and store their feedback. But when we talk about the integration of both systems, is it important and how it can benefit the business? And can it happen?




Microsoft Dynamics 365 is the Solution for integration


While you are thinking about the advantages of integration, keep in mind that the only benefit of integration is efficiency. And the integration is boosting productivity by increasing mobility and reducing duplication. Also, simple proposals can be converted into actual orders.


Now, how Microsoft dynamics 365 is playing a vital role in it?


Microsoft has made integration easy by eliminating many barriers of integration easing the relationship between ERP and CRM.

  • Microsoft dynamics 365 includes applications for sales, customer service, operations, financials, field service, and professional services automation.
  • It offers you connected business solutions. Further, it gathers all the modules in one place providing you with the facility to access any detail anytime.
  • If you will contact the experts, they will make it easier and convenient for you to carry out the integration process. And that too without any coding.
  • It is the ultimate solution for both backend and front end business dealings with a smooth and efficient process.
  • More visibility enhances the chances of leading to new business ideas. It also implements creative and innovative solutions simply by focusing on the right details.

Just remember that Microsoft dynamics 365 is a flexible and scalable solution for the integration of CRM and ERP.

Microsoft CRM Integration

Final thoughts


CRM and ERP in cloud computing hold an important position and we all know that the business of today demands a fast and quick response in every matter. So, automation is going to take place either you act fast or not, someone is going to replace you if you are not going on with the changing trends.

Therefore, you need Microsoft dynamics 365 to boost the productivity or efficiency of your business along with successful customer relationships. Ask the experts for the implementation of the system and help you maintain it throughout the process.

Microsoft charity licensing in Australia

Microsoft charity licensing in Australia


Microsoft is one of the most prominent software providers in the world. The organization relies on them for many tools and even cloud services. The company realizes that the price of these tools may not be affordable for everyone.

It includes non-profit organizations and charity houses. They don’t have even funds and investments to keep their data organized, safe and manageable with the products and tools of Microsoft.

In Australia, office 365 non-profit offers highly functional features. Lately, it was an expensive offer for non-profit organizations are not able to afford it.

Now, Microsoft has announced some changes in the Microsoft charity program and all donated products of Microsoft. They will be available for charity and the organizations included in this program are only non-profit organizations in Australia on a special discount offer.

All you need is a license ( you can read about licensing here). So, learn about the Microsoft charity eligibility before applying for it. Members of a sports club, church or a few other non-profit organizations may not be eligible, but who knows? Let’s find out together;


How does Microsoft open charity licensing program works?


Microsoft charity discount licensing program is offered in most countries including Australia, and you can get it directly from the website of Microsoft. Through the package, you can easily upgrade and also use other services given by Microsoft. So, go to the website and get the eligibility certificate, and you will be able to access all discounted products of Microsoft.


Who is eligible for Microsoft open license for charity?


The Charity software Microsoft has special criteria, and the organization must be non-government and non-profit to fall into the eligibility criteria. The discounted software will be available for the staff and all the members of the organization. Now which institutes are not eligible?

  • Non-profit institutes with no legal recognition in Australia
  • Government agencies including all kinds of museums, etc.
  • Educational institutes that are non-profit and fall under formal education
  • Trade associations or any political institutes
  • Individuals with no proper agenda of serving the community

The list of ineligible might give you a clear idea that only non-profit organizations are eligible to get charity licensing for them. All of the members and volunteers can benefit from this program. For detailed Microsoft office 365 pricing for charities, you can get information directly.


How is it benefiting the community of Australia?


We all know that cloud-based technology is going to be the most used and beneficial tool in the future. Organizations with huge revenue can easily afford these technologies and keep up with the pace of time. However, these institutes run on donations and charity.

They don’t have too much investment to organize their data or manage staff. So, they need these tools as much as any other organization. Volunteers and staff have every right to be technologically aware and Microsoft is helping them by offering Microsoft office license for charity.

Recent changes in the Microsoft donation program and the decision to provide all non-profit organizations are amazing. Now applications like Exchange for email or SharePoint along with some other Microsoft office applications are available on cloud solutions. They don’t need to install huge servers.


How I can apply?


Just apply for an open license program from here. Then, any organization other than profit organizations can easily manage their data through the cloud solution provided on discounts for charity purposes.




So, If you are perfect for Microsoft charity licensing eligibility, you can have more efficient administration and the staff will be able to access files from anywhere. It will reduce time, effort and cost too.


ERP implementation failure a case study 2020

ERP implementation failure a case study 2020


Failure is a scary word. You hear it and think it is something with the thorns. But this is the one thing that teaches you the most valuable lessons. Businesses like to upgrade and even if they don’t, the demand of the market will make them do it.

Now, failure and businesses go hand in hand. It is not always a story of success and never a failure. There are a lot of ERP implementation failure examples as well as successful examples.

So, when it comes to upgrading, organizations think of every possible investment they can make for the sake of efficiency. The client has nothing to do with resources; the only thing he demands is efficiency and on-time work delivery. So, Enterprise Resource Planning (ERP) is one of the systems that make sure of it.

It is an amazing Enterprise Software. But usually, implementation of ERP fails. According to some of the facts, it has a more failure rate than success.

If you want, we can name many reasons and including that; the staff in a relaxing mood without analyzing the outcome of ERP software implementation is on the top.

Case Study of the failure of ERP Solution implementation


ERP implementation fails due to many reasons, but lack of involvement, supervision, and recognition are the most common.

Let’s study today the case of Hershey’s SAP ERP failure.


It is one of the common case studies, and people take lessons from them before investing millions of dollars in the system. And according to the ERP implementation failure statistics, Hershey is one of the most popular case studies for that matter.

If you are a business owner or going to be a future CEO of any company. Bear one thing in mind, along with the decision making power, the timing for business benefits is the most important thing. Hershey’s made the mistake in scheduling. These are the three mistakes that lead them to the failure of ERP Solution.

hersheys ERP fail


  • The operational team of Hershey’s made a terrible mistake of sacrificing systems testing for the sake of convenience. So, no issues came into attention. By the time they get to know, it was too late. If you want to provide real-time experience to your clients, you must sure real-time testing process too.


  • Second mistake of textbook implementation mistake. They tried to squeeze a complex ERP system into a short timeline. When you implement anything new, it demands some effort and not giving it the needed attention and effort is the sole reason for any kind of failure. So, it was an easy way to fail.


  • The third mistake was to time the cutover period in a busy season. Halloween is the season of candy, and the staff was not trained for the ERP at that time. Hershey’s ignored the fact and didn’t reduce their orders. So, the ultimate reason for the failure was the non-qualified team as they were not proficient, but had to meet the deadlines and orders.

Other than Hershey, Vodafone ERP implementation failure can also be used as a case study.




Ultimately, it is all about managing ERP implementation failure as a project management perspective. If you want to avoid any of the failures of ERP implementations, keep a few things in mind, testing the system, time cutover period during the slow business period and never squeeze a complex system into a short time. These are only a few lessons from one case study. You must go through a few others before making any investment.


identify the ERP failure factors 


We offer a rescue plan if we believe that your ERP implementation falls under the failed ERP project ( please read here) 



Understanding Microsoft Dynamics 365 ROI

Understanding Microsoft Dynamics 365 ROI

Dynamics 365 for Sales User Dashboard

Business is overall shifting and all the changes in it are not a surprise anymore. If you own a business either small or large, you need to have all the tools beside you. Automation is taking over the business and in that regard, Microsoft Dynamic 365 is another cloud-based application for your help. It combines the core components of customer relationship management (CRM) and Enterprise Resources Planning (ERP) including many other AI tools too.

Now, if the deployment of Microsoft Dynamics 365 is beneficial or not? How do you know about the true return on investment for an average dynamics 365 implementations(learn about new project implementation)? These are some of the important questions that might cross the mind of a business owner.

You can go through many case studies published by Microsoft itself or other highly reputed publications about how this tool is effective for efficiency and productivity. But here we can narrow down it knows about the ROI tracking through it.

How you can increase your ROI by implementing dynamics 365?

If you are already in business, you must understand the ERP solutions, CRM and other AI tools. So, when dynamics 365 comes as a whole package and you don’t have to deploy different solutions – isn’t it good news?

Nucleus research study has shown some of the facts and stats so, that people can get the idea and understand their needs regarding Microsoft Dynamics 365.

If you want to judge the value that dynamics 365 is delivering, you can read the latest study from Nucleus research here. Their analysis and report are the combined data from 2010, and it says that during the first 3 years of deployment of an ERP system, companies realize an average of $7.23 in returns. And if you will go deeper into the insights, you will know that the number goes to double when combined with Dynamics CRM solutions.

How to track ROI using Microsoft Dynamics 365?

This is a simple and obvious question by any businessman who is investing in the latest automation tools to plan and organize every department of the company. However, sales and marketing are some of the essential parts of it. No one likes to lose their investments or profits. So, the dynamics 365 is all about giving you insightful data to calculate your marketing strategies accordingly.

With the rapid shift of industry to the digitization, every company is investing more in marketing. But to figure out if it is generating profitable revenue or isn’t difficult. So, here are the dynamics 365 which help you track the ROI (Free ERP ROI calculator)

Now, how to this?

Usually, it is tracked by looking at KPI’s i.e. “deals sourced” and “deals influenced.” It connects the market response and gives you the final result. However, the process may get automated with Microsoft dynamics 365.

  • It brings out all these activities together and those flexible results further ease the process of calculation.
  • You can use actionable data insights to refine every single step and marketing strategy.
  • The same data can help you make wise decisions when it comes to an investment.
  • Change your objective with the changing dynamics and demands and supply of the market.

Ultimately, this single investment on the tool is giving you a shorter path to qualification and wise strategies for closing reasonable leads.


Business applications like this will only ease the whole process. A single investment can impact amazingly on the ROI, and even give you better revenue every year. So, to increase the revenue, you need to track the ROI and automation is the future. Understand this now and build a better future for your company.

How much will your ERP implementation Cost?


Every company needs to plan its resources accordingly especially; when you have to achieve huge targets and goals of the year. The one thing that needs to be at the place for successful goals is organized resources.

So, many enterprises start implementing Enterprise resource planning (ERP) to keep things intact and right on the place.

Now, there is only one thing that clicks anyone’s mind even if you own a small business organization i.e. the cost of implementing an ERP system. Business is all about knowing when and where and how to invest? All these questions need to be answered before investing in your business.

Planning is a crucial part of any organization and to plan things better, you will need ERP systems. But the main concern is the cost of ERP implementation and how you can manage it?


Let’s see the common factors that can help you in an ERP system cost estimate.

Common factors for pricing:

ERP solutions are only available with a license fee ( take Microsoft Dynamics 365 licensing as an example). Implementation has its cost and every company has to think about it before starting with an ERP solution.

The total cost of implementing an ERP system is quite easy to calculate using the ERP implementation cost calculator before you complete the project. However, certain factors can help you in estimating the round figure to plan your budget accordingly.  Following are the four factors that one should keep in mind for cost estimation of ERP systems:

ERp cost
Fig; ERP Pricing factors


·        Hosting location

Most ERP vendors offer cloud-based ERP software. Others may provide the option of deployment on-premise or the combination of them.

·        Number of Active Users

The number of users varies as per the number of employees any enterprise has. Small businesses have fewer employees, so you will invest less in it. On the other hand, larger organizations will have more employees.

·        The requirement of built-in applications

Once you have determined the deployment method and active users, you must understand the need for built-in applications. It needs to be accurate and according to the work type/services you have in your office.

·        Customisation level

When purchasing the ERP system, remember to negotiate based on your requirements and take all of the customization details to avoid any inconvenience in the future.

ERP implementation cost can be determined on initial stages only if you have costing ideas about the above factors.




The cost of it doesn’t end on these factors; it moves further with the training, customized reporting, redesigning of the process and maintenance.

This process of implementation is not a one-time investment. You will need to be much more clear and precise about your needs for the business.

If you still need an expected amount of ERP implementation, then it may range from $75,000 to $750,000. If you are implementing it properly, it can pay for itself in a few years, we offer a free ERP ROI calculator that you can use for an instant result of the return on investment when implementing an ERP.

The Real Cost of Implementing an ERP

The Real Cost of Implementing an ERP

When looking at the cost of an ERP implementation, there is no real estimate figure that your company can view. Due to the complexity, and time spent developing the right system, it means that the Implementation cost varies greatly depending on your business size, industry, country, etc.

Estimation Ranges

Small Businesses $10,000 – $100,000+

Medium-Sized Businesses $100,000 – $500,000+

Enterprises $1 Million – $10+ Million 

Due to the range of costs, it is hard to exactly determine your estimate without discussing it with a Microsoft Dynamics Consultant. The Majority of these costs encompasses both the internal & external Human Resources.

If we look at breaking down the costs to better understanding where the money is spent, the three main aspects include the number of users, the industry of your organisation, & the number of business locations.

  1. Users – According to Software Paths ERP Report, the average cost of the user in an ERP implementation is around $7200, while not all employees need to be users in the implementation, around 1/3 of staff will use the company’s ERP Software.

  2. Industry – Depending on whether your organisation specialising in service, you may find it difficult to find the right solution for you. For Manufacturing, Distribution & Transport, etc, there are specifically tailored solutions for these businesses, which may help to reduce cost, with no need for heavy customisation or third-party add-ons which can become costly.
  3. Locations – If your organisation is operating out of multiple factories or offices in multiple locations, there will be increased costing, ensure that the vendor you choose helps to provide the information above to ensure you know the costing of a potential ERP Implementation.

The total cost of your ERP will be heavily dependent on the above, but there are still multiple factors you will have to consider when implementing Microsoft Dynamics 365

we also recommend using our ERP ROI calculator to see how much you’ll be saving by implementing an ERP.


Third-Party Add-ons
Data Migration
Additional Features & Module

On-Going Support

Understanding business needs is a key step in the process of implementing an ERP. It is very difficult to determine an accurate scope of your project without an in-depth understanding. 

Contact our Microsoft Dynamics Consultants Today.

Essential Steps for Choosing an ERP

When looking at the essential steps for choosing an ERP, we have compiled a shortlist that we believe are the most important aspects.


Clear ERP strategy

When it comes to implementing a new ERP System, you must have a clear vision of the journey you are about to embark on, understanding the system and what it needs to deliver. By developing a clear and concise strategy, you will be able to categorise costing, and the potential ROI by clarifying functional, organisational and geographical scopes.

Upper Management Support

This sounds like an obvious step when considering an ERP Strategy, but unfortunately, the importance of this is sometimes underestimated. Regardless of if you have the best ERP System for your organisation, without the right support from management, it increases the failure rate significantly.

Support doesn’t just mean approval, upper management has to be actively involved in all steps to ensure the strategy is implemented properly. When the topic of implementing a new system or upgrading your current system, it is very important that the manager truly gets on board to support the transformation, even if there is a short term cost for a system.

Understand the Total Cost of Ownership

When discussing the sales cycle with your vendors, sales representatives always seem to downplay the costs, and more importantly the risk of implementing an ERP System. That is why it is essential that you and your organisation makes sure about the cost of the product to ensure there are no hidden costs later when you are committed to the project. Ensure that you have the information on implementation costs, hardware upgrades, backfilling your project team resources, software maintenance, etc.

Consider the Vendor’s Reputation

This can be the most important step in the process, without the right vendor, you may be heading towards failure. By ensuring the reputation and previous clients your vendor has worked for may give you the comfort you need to trust them. Making sure your vendor fits your organisation is a critical step in the process, helping to increase the likelihood of a seamless implementation. Speaking to other clients can help you to make the right decision on the vendor for your organisation.

Finalising Contract Documentation.

To ensure that you and your team are happy with the contract documents, it is highly advisable that you get your documents reviewed by legal professionals, to ensure that the department is happy with everything including Intellectual Property Rights, Software Acceptance, Insurance, Confidentiality, Liability, Warranties and Dispute Resolution.

Your department and upper management must take care when reviewing these contracts to ensure you are clear on who is responsible for delivering what and when. The vendor may assume you are responsible for certain aspects which you may not have been considering to be your responsibility. This is a common cause of conflict during implementation.

To help avoid common downfalls, make sure you have the right experience and knowledge of ERP & Business management software, It’s advisable to get external independent help if you do not have this expertise in house. Ensuring you receive the right information and propelling your business in the future.

Provide the Necessary Time & Resources for Training

An ERP Implementation is not a small project, time and effort need to be spent on resources and training for the users. Inadequate User Training is one of the most common failure contributors when it comes to ERP implementations. Learning a new way of operating will always be tough, but with the right support and training, it helps to reduce the burden put on employees


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