Dynamics 365 and Business Central in particular does provide a lot of scope for enhancing the system though customisation or tailoring how the system operates.
Your Modulate Consultant will have had direct prior experience of doing customisation work for clients on the systems. We can also teach your own staff - such as system administrators - to do much of their own customisation work. However most clients like to use a Partner like Modulate to do the heavy lifting when it comes to more complex requirements.
Dynamics 365 is a highly flexible platform and we do recommend that clients do customisation work where it adds value. Just as with a piece of clothing like a business suit. Customisation is like where you have an off-the-peg suit altered for better fit. Just as a tailored suit looks and feels so much better than a straight off -the-peg. In many cases doing some customisation work will better enhance the system and how it supports your key business processes as well as making operation much more intuitive to your users.
Unlike Development, customisation work does not involve writing code and it an be quick to apply and is thus often a very cost effective option for clients. Your Modulate Consultant can outline examples of where customisation has helped other clients and can recommend areas where a little customisation work might result in a better fit of system to process.