Transforming Mid-Market ERP: Customer Service, AI, and Business Central Insights
Unlock smarter ERP migration: scale confidently with Business Central and proven strategies.
Show Notes:
Thinking about moving to a modern ERP? This episode makes sense of ERP migration by focusing on what truly works for mid-market leaders. Join Admiral Consulting Group’s experts as they break down how to reduce risk, improve efficiency, and harness the power of Business Central and AI. Empower your team with clear strategies for transformation, process review, and customer service that delivers lasting value.
Guest:
Dominick Zappia, Partner at Admiral Consulting Group
Personal LinkedIn: Dominick Zappia
Ben Lane, Business Central Practice Manager at Admiral Consulting Group
Personal LinkedIn: Ben Lane
Host:
The Navigator, brought to you by Admiral Consulting Group
Mike Lordi, Partner at Admiral Consulting Group
Personal LinkedIn: Mike Lordi
Company Website: Admiral USA | Website
Key Discussion Points:
1. Process Review Drives Success: Comprehensive analysis upfront ensures accurate scope, cost, and phased implementation, reducing risk.
2. Business Central Advantage: Integrates seamlessly with Microsoft tools to boost productivity and simplify migration.
3. AI Integration—Practical Gains: Use AI and Copilot for faster reporting, data insights, and workflow automation without complexity.
4. Customer Service Matters: Long-term partnerships and transparent communication are essential for ERP project success.
5. Future-Proofing Operations: Invest in clean data and continuous improvement to maximize the long-term benefits of AI and ERP.
Notable Quotes:
• “Most ERP failures have nothing to do with technology.”
• “Transparency is important. It’s not just doing what the client wants—you have to challenge and guide them.”
• “AI helps reduce manual effort and spot trends, letting you focus on what matters most.”
• “Start with clear tasks, keep humans in the loop, and always validate your data.”
• “Customer service is the most crucial thing—not just in our business, but in any business.”
Chapters:
00:00 – Welcome & Episode Overview
01:01 – Customer Service Philosophy at Admiral
03:22 – The Power of Process Review in ERP Migration
06:50 – Key Questions for Successful Process Analysis
10:10 – Standardization vs. Customization Strategies
12:00 – Real-World AI Use Cases in Business Central
16:09 – Mitigating Risks When Adopting AI
20:36 – Client Examples: Data-Driven Decisions with AI
21:44 – The Future of ERP: Trends and Predictions
25:26 – Closing Thoughts: Service and Transformation
Creators and Guests
Host
Dominick Zappia
Dominick Zappia is a Partner at Admiral Consulting Group, where he leads the Sales and Marketing team with over 30 years of experience in the technology sector. For more than two decades, he has served in leadership roles including Principal and Vice President of Sales, helping organizations streamline operations and drive growth through strategic software solutions. Dominick works closely with clients to understand their unique business challenges and deliver tailored, insight-driven recommendations. His approach is grounded in real-world experience and focused on minimizing risk, maximizing ROI, and aligning the right technology with each client’s long-term goals. A trusted advisor and results-driven leader, Dominick is passionate about building lasting relationships and delivering measurable value. A New Jersey native, Dominick enjoys spending time with his family, reading, visiting presidential historical sites, and tending to his garden.
