How One Medical Device Distributor Turned AI Agents Into an Enterprise Playbook

A strong partnership meets a new challenge

Velosio’s long-standing relationship with the distributor had already included a multi-year Dynamics 365 Finance and Supply Chain Management rollout across several business entities, along with continued expansion of its Microsoft technology environment.

This project shows how successful organizations operate: by consistently looking for better ways to work. The target this time was a friction point that anyone running a high-volume customer service operation will recognize: a meaningful portion of every workday was disappearing into manual lookups. A customer calls about an order. The rep navigates into D365, works through several screens, maybe pulls a Power BI report, finds the answer, and gets back to the customer. Multiply that across a full team, across dozens of calls a day, and the inefficiency becomes significant, especially when a fair number of those employees are relatively new and still building their fluency with the systems.

The sales team added another layer. Without D365 licenses, sales reps had no direct access to order or inventory data, so they routed those questions to customer service. The CS team was effectively running a help desk for two audiences simultaneously.

Building the Right Agents

The solution took shape inside Microsoft Copilot Studio. The team built the agents in Microsoft Copilot Studio and deployed them in Microsoft Teams, where customer service and sales teams already work. Employees type a question in plain language and get an answer pulled from live D365 data. No new interface to learn, no additional system to log into. Just a question typed into a familiar chat window, and an answer in seconds.

The organization started with one business entity, focusing on the most common question types the CS team fielded—order status, tracking information, inventory availability, and invoice retrieval. The agent launched, adoption was immediate, and the response was unambiguous.

The businesses held internal contests to name their agents, which reflected something real about the rollout: when employees have a hand in something, even something as simple as picking a name, they show up differently. Adoption followed quickly.

Where Velosio steps in

With the first agent delivering clear results, the organization was ready to build on that success. To help scale the model across additional business entities and continue expanding capabilities, the company turned to Velosio, a trusted partner with deep knowledge of its environment and a long history of supporting its technology evolution.

Over approximately four to five months, Velosio worked with the company to expand capabilities across existing agents, handle edge cases, and develop the agent for another entity before its D365 F&SCM go-live. Both sides agreed that this collaboration exemplified the kind of engagement that makes a long-term partnership valuable—a team that already understood the existing environment and could move quickly without a lengthy ramp-up.

The results in practice

The agents now handle thousands of interactions per month across 300 to 400 users—customer service and sales staff who rely on them daily to get information they’d previously had to dig for manually. The estimated time savings range from 2 to 5 minutes per interaction, depending on what’s being looked up. Across a high-volume team, that compounds quickly.

A small example captures the scale of the change. When a customer needs a copy of an invoice, the old process meant a CS rep had to navigate to D365, locate the customer account, find the invoice, and reprint it—a task that took roughly 3 minutes. With the agent, the rep asks for the PDF, and it arrives in seconds.

Average handle time is down. Hold time is down. And perhaps most practically, onboarding new employees now starts with the agents. Rather than requiring new hires to develop fluency in D365 before they can do their jobs efficiently, teams point them to the agents on day one as the fastest path to the information they need.

The agents also continue to evolve. Feedback from the CS teams regularly surfaces new capabilities worth adding—things that would have required manual processes before. Dozens of new capabilities have been added in recent months alone, and with an internal AI team now in place, the pace of development has accelerated.

What comes next

The current agents draw on ERP data. The next step is expanding into CRM data, which would give the sales team access to a broader view of customer relationships and activity—something that isn’t available through the existing agents. Beyond that, the focus shifts from efficiency to growth: using AI not just to speed up what people already do, but to open capabilities that weren’t practical before.