Client Profile
Founded in 1995, AMC Technology helps large enterprises make contact center interactions smarter and simpler through CRM and CTI integration. With a team of just 25, they’ve completed deployments worldwide, combining hands-on services with a proprietary toolkit to deliver solutions that improve both the agent’s and the customer’s experience.
CRM Troubles
AMC first connected with Intellitec in 2022 for help with their Microsoft Dynamics Sales and CRM system. These systems were already live, but AMC was facing challenges with business processes. Anthony Uliano, the CEO and President of AMC, explains, “On the quoting side, we were running into an issue where our quotes had to be reworked many times.”
AMC’s per-user, per-month pricing model didn’t fit neatly into standard Dynamics workflows. AMC looked to Intellitec to modify these processes, improve accuracy, and make the system work with their workflows.
Quoting, Done Right
“With Intellitec’s help, we were able to reconfigure and make modifications to our CRM system, so the quotes were much clearer, not just for our salespeople to build, but also for our customers to understand. That made a huge difference,” states Uliano.
Before, roughly 80% of quotes contained errors, and even those sent to customers often had a 10–20% error rate. This caused delays, additional reviews, and confusion for both salespeople and customers. Uliano says, “Once Intellitec helped us rephrase and modify how the salesperson was entering the quote, and how that data was carried through to the customer, that made everything so much clearer. The error rate dropped significantly.”
Leveraging Intellitec’s expertise, AMC’s quote process became simpler and more accurate. They were generated correctly the first time, reducing errors almost to zero and saving at least a full day per quote when accounting for reviews and customer follow-ups. The change improved recordkeeping, eliminated manual adjustments, and allowed AMC to focus on delivering value rather than fixing quotes.
Struggling with Setup
As AMC grew, they transitioned from a cash-based to an accrual-based accounting model to properly manage multi-year agreements and revenue recognition. To support this change, they implemented Microsoft Business Central, but their initial partner lacked deep Business Central expertise. “The system was really never configured quite right, and even though the accruals and all that worked, it was very cumbersome… very time-consuming,” describes Uliano.
Finding the Right Expertise
AMC wasn’t looking for a new solution. They just needed a partner who could properly configure and optimize Business Central for their needs. Uliano reflects, “When we reached out for help with our CRM side of the house, we ended up engaging in a number of projects, and Intellitec was incredibly helpful in those areas. In conversations that we had, we also started talking about the Business Central problems we were having, and they said, ‘We have that expertise as well.’ That became a second part of our relationship, and it’s been really valuable to us.”
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After addressing the CRM challenges together, Intellitec introduced AMC to their Business Central experts. Uliano states, “That’s when they brought up Amanda and the Business Central team… I was excited because I was finally able to bring somebody on who had specific knowledge, and Amanda was absolutely amazing. She was able to help us reconfigure our Business Central environment to align with what we were doing. She cleaned up a lot of what the previous consulting firm really just didn’t have a good enough handle on themselves to do properly.”
Filling In the Gaps
With deep experience in the platform, Intellitec quickly identified gaps and inefficiencies left by the previous partner. When talking about Amanda specifically, Uliano says, “She’s an incredible expert in Business Central, but she also had a practical accounting background and knew about accrual-based accounting. I think it was really the combination of their deep expertise in Business Central and their industry knowledge.”
Big Gains
Since partnering with Intellitec’s Business Central team, AMC has seen significant improvements in both efficiency and accuracy. “They helped us clean up the chart of accounts. They helped make data entry a lot clearer. There were a lot of things that our accounting staff was mis-entering, and that was causing our close to be very time-consuming. It had to save at least 5 or 10 days per quarter of time, 2 or 3 days per month, because of the way the chart of accounts was cleaned up and the way Amanda reconfigured the Business Central environment,” explains Uliano. These changes reduced errors, made staff more productive, and dramatically streamlined month-end and quarter-end closings.
Automating for Growth
Amanda and the team helped automate many repetitive data-entry tasks, reducing errors and freeing up staff time. They also streamlined bank reconciliations by configuring automatic transaction imports and leveraging Microsoft Copilot, making the process faster and reliable enough to perform monthly instead of quarterly.
Uliano says, “Automation has helped us on so many levels. Not just improve the manual data entry, but a lot of the automatic entries that we didn’t have before.” Overall, AMC now spends less time on manual tasks and more time focusing on growing the business.
Trusting the Data
The improvements to Business Central had a direct impact on day-to-day decision-making. Before, Uliano couldn’t rely on the data. “I couldn’t trust any of the dashboards, any of the reports. Even the reports were misconfigured. Every time I wanted a report, the CFO would have to take the report, scrub it, and then give it to me, and the dashboards, I couldn’t trust them at all. There was so much data on the dashboard that was miscoded, not correct.”
After working with Intellitec, the changes were immediate. “Now I can log into Business Central myself. I can look at the dashboards, and I can trust the data that I’m seeing. All that really made a huge difference,” he continues.
Today, Uliano can access reports anytime and make decisions confidently, without relying on others to interpret the numbers. This has given staff more time to work on the strategic side of financial management rather than the tactical side.
Revenue Focused
One major change from this is that the CFO has pivoted her role into more of a CRO. “She now trusts the system and the bookkeeping. The accounting is happening properly. Our bank recs are happening, our closings are happening, so much so that she’s able to really focus her time on some of the strategic partners and customers that we have,” says Uliano. “Now she feels much more confident. She trusts that the bookkeepers can make entries without errors, and she can focus her time on revenue generation, which has really had a big impact on our continued growth.
With Business Central properly configured, AMC now has the clarity and accuracy needed to make better strategic decisions. Uliano and his team can easily track customer trends. He explains, “We can tell more easily which of our customers were subscribing the longest, which ones we were seeing revenue growth month over month, which ones were expanding with us.”
Supportive Change Management
Intellitec has helped AMC navigate change by going beyond implementation. Uliano explains, “They’ve done hands-on training for our bookkeeping staff. They’ve written ‘how-to’ documents that we use for the sales team… like when they wrote a process document explaining how quoting works differently with what they’ve done.” He continues, “They’re not just focused on writing the code and handing it over. They also consider rollout, implications, and training. Their approach has been much more holistic than many other partners we’ve worked with in the past.”
Scaling with Data and AI
One initiative AMC is working on is combining Business Central with their CRM system. This integration allows the team to link opportunities in CRM to actual orders and revenue in Business Central, unifying data, improving segmentation, and customer success efforts.
With reliable, comprehensive data at their fingertips, AMC can now make informed decisions about growth, account management, and resource allocation that were difficult or impossible before.
Uliano goes on, “The other initiatives we have are around AI… Our time is getting crunched on the support side. So, what we want to do is leverage Microsoft Copilot and all the AI capabilities inside Dynamics to help us address cases more automatically.”
With Intellitec’s help, AMC is well-positioned to scale efficiently, make smarter decisions, and embrace new technologies that enhance both customer and employee experiences.
A Cultural Fit
Uliano describes the Intellitec team as a perfect fit for AMC’s culture. “For me, as a small company, I try to foster a professional but casual and collaborative environment, and that exactly aligns, in my view, with Intellitec. They are collaborative. They are laid back. They are super flexible. The whole relationship has been really valuable, not just from my interactions with them, but also the direct value they’re adding and the indirect value they’re adding because I can really look at them as just a trusted extension of our own team,” he says.
Uliano trusts Intellitec to handle complex problems, conduct thorough research, and deliver solid recommendations and implementations.
“As a small company, we’re trying to do a lot with a little. Having Intellitec involved as a partner has just really been awesome because they augment our capabilities,” he notes.