Deploying AI Agents: Business Central ISV adapts to long-term shifts in customer expectations

Microsoft is working to include Dynamics 365 partners on their AI journey, including by promoting efforts to develop new commercialized AI agents. In the Dynamics 365 Business Central space, partners need to track a range of AI-related advances including the ERP’s own in-product agent strategy, the expansion of MCP servers, new agent-building options, as well as developments in pricing, deployment, and governance.

Trimit is a partner specializing in Dynamics 365 Business Central and Dynamics NAV with expertise in supporting customers with production and configuration in industries like fashion and furniture. 

“We handle items very well…We’re the choice for those with complex product definitions,” explained Richard Lindberg, Head of Solutions at Trimit. 

Today, Trimit operates across 14 countries with a particularly strong presence in Denmark, Norway, the Netherlands, Germany, and Switzerland. Around 10,000 users log in every day to use the company’s products.

According to Lindberg, Trimit’s initial decision to begin developing AI agents was prompted more by Microsoft developments than customer requests. But by early 2025, customers started to show interest in AI agents. As a result, Trimit re-enrolled in Microsoft’s Red Carpet program for Business Central after a first round of participation.

“Our customers expect us to be on top of everything from Microsoft. A lot of customers didn’t really know what they were going to do with [AI agents],” Lindberg said. “OpenAI and Copilot are well known, but putting it into a business perspective, a lot of customers didn’t understand what it could do for them.”

The Trimit team knew a business scenarios that they supported, complaints and returns, was potentially a strong use case for an AI agent. The company decided to begin developing a complaints agent.