With every new customer, every additional project and every further service, complexity grows. At the same time, coordination, administrative tasks and scattered information tie up exactly the experts who should be creating value for your customers.
agenic connects the key customer, project, resource, service and financial data on one Microsoft platform. This creates transparency over profitability, capacities and services, as the basis for better decisions and lasting business success.
IT service providers live on projects, services and the know-how of their people. This very combination makes their business model successful, but also demanding to manage. Expert capacity is limited, projects don't always develop as planned, and recurring services follow different economic rules than classic project business.
Beyond the sheer amount of revenue, what matters most is which customers, projects and services contribute to the result in the long term.
Consultants, developers and service technicians create most of the value. When they search for information, add time entries after the fact or transfer data between systems, that time is missing from customer projects and services.
Around 109,000 IT specialists were missing in Germany in 2025. (Source: Bitkom Research, 2025)
Fixed prices, unplanned effort, third-party services and missing time records already put pressure on the margin during delivery. Without current cost and performance data, the risk often only becomes visible when there is hardly any room left to take countermeasures.
Managed services, SLAs, licenses, subscriptions and recurring telecommunications services stabilize revenue. At the same time, terms, quantities, service commitments, price changes and complex billing models have to work together reliably.
AI agents for recurring tasks in the IT business
Winning back this time is the agents' job. agenic integrates suitable Microsoft agents into existing workflows, connects them to the relevant data and defines clear review and approval points. People keep the decision; agents take over the preparation.
AI agent for case management
The agent analyzes incoming tickets, identifies the request and provides support staff with relevant information from existing customer, service and support data for further processing. This way, service teams start right away with the context they need, prioritize requests faster and spot SLA-critical cases early.
Sales Order Agent
The Sales Order Agent analyzes incoming email requests, checks products, software licenses, prices and availability in Business Central and creates prepared quotes or orders. Inside sales reviews the suggestions and releases them for sending, for example for:
Payables Agent
The agent processes incoming invoices from subcontractors, distributors, network operators and license partners, recognizes relevant invoice data and creates prepared posting suggestions in Business Central. This makes third-party costs available earlier for project controlling, customer billing and financial accounting.
agenic connects ERP, CRM, PSA, service and reporting based on Microsoft Dynamics, aligned with how an IT service provider actually creates value, from the first customer contact through project and service to one-time or recurring billing.
Budgets, time, third-party costs and progress come together. Project managers spot deviations early and can react before unplanned effort puts a lasting strain on the result.
Business Central · Dynamics 365 Project Operations
Availability, skills, project demand and actual effort are planned together. Bottlenecks become visible earlier, and critical services can be staffed more reliably.
Dynamics 365 Project Operations · Business Central
Contracts, SLAs, licenses, subscriptions and recurring telecommunications services are managed centrally with terms, quantities, price changes and billing cycles. This way, contract changes flow consistently into planning, service and billing – even with complex billing models.
Business Central with suitable extensions and automations
Customer, contract, project and financial information is available on a shared data basis. This way, all departments work with the same up-to-date context.
Dynamics 365 Sales · Customer Service · Business Central · Power BI
Microsoft provides the platform. agenic tailors it to your business model.
IT and telecommunications service providers combine project business with services and recurring offerings. For this to work economically, customers, projects, resources, contracts and billing have to work together seamlessly, across ERP, CRM and project management.
“Companies that grow profitably see every day which projects and services pay off and where their experts' time has the greatest impact.”
Standard where it works
Industry-specific where the business model requires it
Intelligent where routine ties up valuable capacity
Software vendor
Reference details at Inway Systems
Initial situation: A growing software vendor for the energy sector sells its solutions mainly as subscriptions and had previously handled invoices and contracts with Word and Excel. It was looking for a professional ERP system that would grow with the company.
Solution: Implementation of Microsoft Dynamics 365 Business Central with the bill-to 365 add-on for subscription management, complemented by the project module, custom-developed revenue planning and API extensions for controlling in Power BI.
Added value:
For many IT service providers and systems houses, Microsoft Dynamics 365 Business Central is a suitable ERP foundation. It combines project business, service and billing in one scalable solution. Depending on the business model, agenic complements Business Central with suitable processes, extensions and automations.
Professional Services Automation combines resource planning, time tracking, project controlling and billing. Depending on process scope and company structure, this can be implemented with Business Central, Dynamics 365 Project Operations or a combined architecture.
Yes. agenic builds on the existing system landscape and brings ERP, PSA and service together on Microsoft Dynamics step by step. The journey usually starts where the biggest lever lies, for example in project controlling or contract billing, and grows from there. This keeps day-to-day operations stable while the end-to-end data basis takes shape.
By continuously bringing together budgets, time, third-party costs and progress. Project managers spot deviations early and can take countermeasures before unplanned effort puts a lasting strain on the result.
An implementation project starts with a clear assessment and a narrowly defined initial scope. agenic implements step by step, secures each stage and moves processes into regular operation in an orderly way. Operations continue throughout, and the team gets used to the new solution in manageable stages.
Business Central covers ERP, finance, service and basic project business in one solution. Dynamics 365 Project Operations adds deeper project and resource functions for strongly project-driven organizations, such as extensive resource planning, project billing and portfolio management. The two are often combined when project business is at the center. The deciding factors are the share of project business, resource complexity and billing models.
Microsoft Dynamics is suitable for technology-oriented telecommunications providers that want to manage project business, customer service, contracts and recurring services together. Specific carrier, OSS/BSS, commission or network operations requirements are assessed separately and, if needed, integrated via specialized systems.
In an initial conversation, we look at how projects, resources, services, contracts and finance work together today. Together we identify where data is missing, where expert capacity is tied up, or where services only reach management and billing late.
We then show which combination of ERP, CRM, PSA and AI agents based on Microsoft Dynamics fits your business model.
Analyze your IT business
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