How MSPs Leverage AI within D365 Business Central

Maximizing Growth Opportunities: How MSPs Leverage AI within D365 Business Central

Navigating the competitive realm of Managed Service Providers demands a constant quest for innovation and differentiation.

To excel, MSPs must not only keep pace with evolving technologies but also empower their clients with innovative solutions while delivering unparalleled value.

The emergence of AI technology tailored for business applications has ushered in a new era of operational efficiency and strategic insight across diverse sectors. This paradigm shift is particularly profound when integrated with Microsoft Dynamics 365 Business Central, a robust ERP solution tailored for small and mid-sized enterprises.

Exploring the Essence of Microsoft Business Central

Microsoft Dynamics 365 Business Central stands as a dedicated enterprise resource planning (ERP) solution meticulously crafted to suit the unique needs of small and mid-sized enterprises (SMEs). In essence, Business Central serves as a comprehensive problem-solving tool for SMB customers, encompassing various processes fundamental to their operations.

This versatile platform integrates a cohesive suite of applications, encompassing:

  • Financial Management
  • Sales and Service Management
  • Project Management
  • Supply Chain Management
  • Operations Management
  • Reporting, and Analytics

Through its seamless integration of these essential functionalities, Business Central emerges as a holistic solution poised to streamline operations and drive efficiency across diverse business verticals.

Driving Value Beyond Technology: Leveraging Microsoft Business Central for SMB Transformation

In discussions surrounding Microsoft Business Central with clients, the focus transcends mere technological features. Rather, the emphasis lies on delivering tangible value and a clear return on investment (ROI) for their business operations.

Your primary objective in engaging clients with Business Central is to orchestrate a transformation that yields measurable outcomes, such as time saved, revenue growth, cost efficiencies, and process enhancements. Clients seek assurances that their investment will streamline operations, enhance employee experiences, and ultimately bolster profitability.

While highlighting day-to-day improvements is essential, the true value proposition of Business Central lies in its long-term impact. By leveraging this platform, you empower clients with data-driven insights, enriching their decision-making capabilities.

Moreover, Business Central provides a scalable and adaptable foundation that propels future business growth and evolution.

Dynamics 365 Business Central: Market Trends and Expansion Opportunities

MSPs, resellers, and service providers should heed the evolving landscape. Market Research Future forecasts that the global cloud ERP market will soar to $63.2 billion by 2030, boasting a remarkable CAGR of 13.60% from 2020 onwards. Notably, analysts at Sherweb identify the mid-sized business segment as the epicenter of potential growth, a demographic that aligns seamlessly with Business Central’s primary audience.

However, the realm of opportunities extends beyond the confines of mid-sized enterprises. There lies immense potential in onboarding small businesses onto the Business Central platform, fostering symbiotic growth relationships. Additionally, service providers can capitalize on collaborations with larger organizations, particularly those with over two hundred employees, tailored to their specific use cases and requirements. Flexibility and adaptability pave the way for dynamic business expansion and sustainability in the ever-evolving ERP landscape.

Pioneering AI-Driven Solutions in Microsoft Business Central

At the forefront of Microsoft’s technological evolution lies the strategic integration of artificial intelligence (AI) within its suite of products and platforms, spearheaded by none other than Business Central. This visionary approach births three groundbreaking AI implementations: Business Central Copilot, Viva Sales Copilot, and Customer Service Copilot.

The deliberate choice of the term “Copilot” encapsulates the essence of these AI innovations. Unlike traditional autopilot systems, Copilot isn’t designed to usurp control; instead, it serves as a trusted ally, empowering users to retain their position in the captain’s chair while benefiting from enhanced guidance and support. Acting as a virtual assistant, Copilot excels in offering insightful recommendations, streamlining mundane tasks, and directing users towards optimal pathways, thereby amplifying productivity and facilitating informed decision-making across the Business Central ecosystem.

Business Central with Copilot: Revolutionizing Client E-commerce Experiences

Business Central Copilot heralds a new era of efficiency and creativity with its advanced generative AI capabilities, specifically tailored to enhance your clients’ e-commerce endeavors.

Equipped with powerful tools, Copilot empowers users to effortlessly craft compelling product descriptions for their online stores. By simply inputting key product features and selecting their preferred tone, clients can generate captivating content, which they can further refine to align with their brand identity and messaging. Moreover, with seamless integration via the Shopify connector, clients can effortlessly synchronize Copilot-generated copy directly onto their e-commerce platforms, ensuring a cohesive and engaging customer experience.

Copilot seamlessly integrates with existing AI functionalities within Business Central, including:

  • Sales and Inventory Forecasting
  • Late Payment Predictions
  • Cash Flow Analysis

By harnessing the collective power of these AI-driven tools, clients gain invaluable insights and operational enhancements, empowering them to make informed decisions, optimize inventory management, mitigate financial risks, and ultimately drive sustainable growth within their business ecosystem.

Introducing Viva Sales Copilot: Streamlining Sales Efforts with AI Assistance

Within the realm of Viva, Copilot emerged as a pivotal tool, revolutionizing client interactions by simplifying email campaign generation and facilitating automated meeting notations.

Viva Sales Copilot revolutionized email communication by enabling clients to effortlessly craft personalized responses. By analyzing incoming email content, Copilot autonomously generated comprehensive replies, allowing users to infuse a personal touch before dispatching. Far from producing standardized responses, Copilot aimed to optimize time and energy allocation for sales teams, empowering them to prioritize high-value sales engagements.

Moreover, Copilot offered unparalleled efficiency in meeting management by swiftly summarizing sales discussions. Users could instruct Copilot to automatically generate detailed meeting recaps and highlight actionable next steps, seamlessly integrated within Microsoft Teams. This streamlined approach ensured that sales teams remained agile and focused on driving results, rather than getting bogged down in administrative tasks.

Dynamic Capabilities of Sales Copilot in MS Outlook Today:

AI-Driven Email Content: Elevate your customer communications with AI-generated email content, precisely tailored to sales scenarios and enriched with contextual CRM data, enhancing both the quality and timeliness of interactions.

Email Thread Summaries: Streamline communication by converting lengthy email threads into concise bullet points, enabling swift comprehension and faster responses. These summaries can be seamlessly saved as notes in the CRM, fostering a shared understanding across sales and stakeholder teams.

Opportunity and Account Summaries: Stay prepared for customer meetings with quick access to essential information extracted from relevant opportunities, notes, and activities.

CRUD Capabilities: Enhance productivity with Create, Read, Update, and Delete (CRUD) capabilities directly within Outlook, facilitating seamless navigation and updating of customer information without disrupting workflow, and ensuring CRM data remains up-to-date.

Email and Meeting Integration: Ensure effortless access to the latest customer engagement information by saving emails and meetings directly to your CRM, ensuring your sales organization remains well-informed at all times.

Customization Options: Tailor the Sales Copilot experience to your organization’s unique requirements with support for both out-of-the-box and custom CRM record types. CRM administrators can leverage customizable forms to select displayed fields for contacts, accounts, and opportunities, and configure advanced properties for editing permissions, ensuring optimal alignment with organizational workflows and preferences.

Enhancing Customer Service with Business Central’s Copilot AI

Business Central’s Copilot AI revolutionizes customer service by simplifying the creation and deployment of bots across clients’ platforms, all without the need for coding. By leveraging Copilot’s intuitive interface, generating a functional bot is effortless: just let Copilot analyze the client’s website to identify common queries and responses. With this data, Copilot swiftly crafts a tailored customer service bot, addressing key inquiries and boosting user engagement.

What sets Copilot apart is its versatility across different functions, offering a comprehensive solution for businesses managing various operations. Particularly valuable for small and medium-sized businesses (SMBs) juggling multiple applications, Copilot ensures a cohesive customer service approach without the constraints of siloed systems. With Copilot, SMBs can optimize their customer service efforts, driving efficiency and delivering exceptional experiences effortlessly.

Capitalizing on New AI: Strengthening Client Relationships through Business Central

When venturing into Business Central sales, there are two primary paths: license reselling and offering licenses bundled with services.

Solely selling Microsoft licenses entails assuming responsibility for tiers one and two support for Business Central. While this approach ensures a steady stream of recurring revenue and earns points towards a solutions partner designation with Microsoft, research from Sherweb suggests that combining license sales with services can yield up to thirteen times more revenue.

However, success in selling Business Central services hinges not solely on technology but on addressing clients’ business needs. When discussing Business Central services with clients, it’s crucial to pose business-oriented questions. For instance, are they striving to achieve ambitious sales targets? Do they grapple with providing satisfactory customer experiences? Dealing with irate customers while facing pressure to achieve substantial year-over-year growth can be immensely stressful.

These scenarios transcend mere technological challenges and delve into genuine business pain points where you can offer solutions that facilitate profitable growth. By identifying manual processes that clients still undertake, you can uncover opportunities to aid in their digital transformation journey.

The advent of AI within Microsoft Dynamics 365 Business Central presents a transformative opportunity for Managed Service Providers (MSPs) and resellers alike. By leveraging AI-driven capabilities such as Copilot, businesses can streamline operations, enhance customer service, and drive sustainable growth. Whether through license reselling or offering bundled services, MSPs have the chance to deepen client relationships by addressing genuine business pain points and facilitating digital transformation. Ultimately, success lies not just in selling technology but in understanding and meeting the unique needs of each client, thereby fostering long-term partnerships built on trust, innovation, and mutual success.


1. What specific AI capabilities are integrated into Microsoft Dynamics 365 Business Central?

Microsoft Dynamics 365 Business Central incorporates various AI-driven features, including Business Central Copilot, which assists in tasks such as generating email content, analyzing customer interactions, and providing sales insights.

2. How does AI enhance customer service within Business Central?

AI within Business Central enables the creation of customer service bots that can be deployed on clients’ websites and applications. These bots, generated by Copilot, are tailored to address common customer inquiries, thereby improving response times and enhancing user experience.

3. Can AI within Business Central help with sales and revenue growth?

Absolutely. AI capabilities like Sales and Inventory Forecasting, Late Payment Predictions, and Cash Flow Analysis provide valuable insights to businesses, enabling more informed decision-making and facilitating strategies for sales optimization and revenue growth.

4. How does AI within Business Central benefit Managed Service Providers (MSPs) and resellers?

For MSPs and resellers, AI in Business Central presents opportunities to deliver added value to clients. By leveraging AI-driven features, such as Copilot, MSPs can streamline client operations, enhance customer service, and drive business growth, ultimately strengthening client relationships and increasing revenue potential.

5. Is there any support available for businesses looking to integrate AI within their Business Central environment?

Yes, Microsoft offers comprehensive support and resources for businesses seeking to leverage AI within Business Central. From documentation and tutorials to dedicated support channels, businesses can access the guidance and assistance needed to effectively implement and utilize AI-driven functionalities within their Business Central environment.

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