AI in ERP and CRM: From Data to Decisions with Copilot and Autonomous Agents

Craig Johnston • September 12, 2025
Four people looking stressed at laptops with text:

Artificial Intelligence is no longer a buzzword—it’s a business imperative. 


In the world of ERP and CRM, AI is transforming how companies operate, engage customers, and drive profitability. Microsoft has embedded AI deeply into Dynamics 365, offering both Generative AI tools like Copilot and Agentic AI solutions that automate entire workflows.


In this post, we’ll explore:

  • How Copilot helps users find data faster and respond to queries with precision
  • Why Agentic AI agents are revolutionizing operations across sales, service, finance, and supply chain
  • Real-world examples of companies achieving measurable ROI
  • How Pelorus Technology’s Strategic AI Alignment Service helps businesses deploy AI with purpose


Generative AI: Copilot in the Flow of Work

Microsoft Copilot is embedded across Dynamics 365 and Microsoft 365 apps, enabling users to interact with data using natural language. In marketing and customer insights, Copilot helps teams:


  • Create customer segments using conversational queries like “show me customers who bought shoes last month”
  • Build customer journeys by describing goals in plain English, such as “send a welcome email to loyalty members”
  • Generate email content with tone, style, and imagery suggestions
  • Analyze campaign performance using Excel and Power BI integrations
  • Collaborate on messaging and creative briefs in Word, Teams, and PowerPoint


How to use Microsoft 365 Copilot for AI Marketing

Copilot features in Customer Insights - Journeys - Dynamics 365 Customer Insights | Microsoft Learn

 

This empowers marketers to move faster, personalize outreach, and optimize campaigns with real-time insights. According to Microsoft, Copilot has helped teams reduce content creation time by up to 50% and improve campaign targeting significantly.


Agentic AI: Automating Workflows Across Enterprise

Agentic AI goes beyond assistance—it acts autonomously to execute business processes. Microsoft has introduced 10 autonomous agents across Dynamics 365, including:


  • Sales Qualification Agent: Researches and engages leads, prioritizes high-potential opportunities, and drafts outreach emails
  • Sales Order Agent: Automates order intake and confirmation
  • Supplier Communications Agent: Manages supplier interactions and confirms deliveries
  • Account Reconciliation Agent: Matches ledger entries and accelerates financial close
  • Time and Expense Agent: Tracks project hours and expenses
  • Case Management Agent: Automates customer service case lifecycle
  • Scheduling Operations Agent: Optimizes technician dispatching in real time


Transform work with autonomous agents across your business processes - Microsoft Dynamics 365 Blog

A new era in business processes: AI agents for ERP - Microsoft Dynamics 365 Blog


These agents are available in public preview and are built using Microsoft Copilot Studio, which allows organizations to customize workflows securely and responsibly.


Customer Success Stories and ROI

G&J Pepsi (Ohio & Kentucky)

By deploying Dynamics 365 Field Service and Sales, G&J Pepsi reversed a $9M annual loss and achieved a $30M ROI, totaling $57M in cost savings over three years. They automated 180,000 manual steps and improved first-time fix rates, boosting customer satisfaction and market share by 10 points.

 

Ernst & Young (Global)

EY deployed Dynamics 365 Sales to over 100,000 professionals across 150 countries. The transformation unified marketing, sales, and delivery, improving pipeline visibility, seller productivity, and client engagement. AI-driven insights and Copilot recommendations are helping EY deliver exceptional service at scale.

 

Gardens Alive (Indiana)

Gardens Alive replaced Salesforce with Dynamics 365 Customer Service, integrating voice, chat, and email. They saw a 7% improvement in email processing, reduced bot escalations from 50% to 31%, and empowered agents with unified customer profiles and AI-driven insights.


Strategic AI Alignment with Pelorus Technology

AI should not be deployed for publicity, it must be aligned with business strategy. That’s why Pelorus Technology offers a Strategic AI Alignment Service designed to maximize ROI and operational impact.


Our Process:



  1. Discovery Session
    We begin by understanding your process flows, operational characteristics, and strategic goals.
  2. Strategy Workshops
    Through collaborative meetings, we identify areas where Agentic AI can improve efficiency, reduce costs, or enhance customer experience.
  3. Process Flow Analysis
    We map current workflows and pinpoint bottlenecks or repetitive tasks ripe for automation.
  4. Capability Mapping
    We align Microsoft’s AI capabilities, including Copilot and autonomous agents, with your business needs.
  5. Phased Rollout Plan


We develop a roadmap for deploying AI in strategic areas, ensuring adoption, training, and measurable outcomes.

This approach ensures AI is deployed intentionally, not reactively, turning innovation into a competitive advantage.


Why This Matters Now

As companies adopt cloud-based ERP, MRP, and CRM systems, it’s critical to extract full functionality and future-proof operations. Deploying autonomous agents can:


  • Improve profitability by reducing manual effort and accelerating decisions
  • Enhance customer service through faster, more personalized interactions
  • Drive strategic growth by aligning AI with business goals


Companies that embrace AI-first operations will lead their industries. Those that don’t risk falling behind.


Ready to Explore AI in ERP and CRM?

Let’s turn your systems into intelligent engines for growth.


Agentic AI in ERP event. Speakers: Erik Cornel and Michael Fisher. September 13, 2006, 1:00pm-2:00pm CST.

About the Author


Erik Cornet is the founder of Pelorus Technology and the creator of TiM (Time is Money), a time tracking solution built for professionals who are done with outdated timesheets. With more than 25 years in ERP consulting, software implementation, and business systems strategy, Erik focuses on delivering structure, predictability, and meaningful results—especially for professional services and manufacturing teams. His approach emphasizes clear scope, disciplined delivery, and tools that make complex work simpler.

You can find Erik on LinkedIn to connect or learn more about his work.


Photo of Erik Cornet is the founder of Pelorus Technology
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