Copilot case study: A global tech giant’s journey to Copilot adoption

4-minute read

A truly global sales force

Our client, a global technology enterprise, operates a field sales organization that serves as its unified commercial arm. Tasked with shaping the company’s global strategy and overseeing sales execution, this business unit encompasses 60,000 employees operating in more than 200 countries around the world. Copilot agents help people across the organization manage complex tasks more easily, regardless of their technical expertise. The group’s cultural complexity and geographical dispersion present unique challenges in developing and executing initiatives on an organizational scale. Understanding the context of a global, culturally diverse team is crucial when implementing new technology to ensure relevance and effectiveness.

Initiating change: Embracing innovation with strategic vision

In a bold move to stay at the forefront of technological innovation, our client embarked on an ambitious project to adopt Microsoft Copilot across the entire global sales organization. This initiative represents a milestone in harnessing AI to streamline operations and enhance sales strategies globally. The key challenge for our client lay in strategically managing the change across the diverse teams and geographies of their global sales force.

Despite their clear vision for transformation and commitment to innovation, our client faced two obstacles. First, they recognized a gap in their capability to devise a comprehensive change strategy that would facilitate smooth adoption of Copilot. This strategic vacuum threatened to undermine the potential benefits of the new tool by leaving teams without clear guidance on integration into their daily workflows.

Second, the lack of detailed data posed a significant hurdle. Without data-driven insights into the maturity levels of individual groups, the attitudes of team members (positive, skeptical, or somewhere in between), and day-to-day utilization of the tool, the client was unable to effectively address resistance and misalignments that could derail the initiative. To overcome this, a thorough analysis was performed to understand user attitudes, adoption maturity, and workflow requirements, enabling better planning and strategic implementation. Understanding these nuances was crucial for tailoring the implementation process to meet the varied needs of the global workforce, thereby ensuring a cohesive and successful adoption.

Recognizing these challenges, the organization partnered with Logic20/20 not only to fill their strategic gaps, but also to bring a wealth of experience in managing large-scale technology transformations. This collaboration aimed to unlock the full potential of Microsoft Copilot by crafting and implementing an adoption strategy as innovative as the technology itself.

Strategic solutions for digital transformation and transformative adoption

Logic20/20’s experts are collaborating with our client to develop a suite of sophisticated adoption solutions tailored to the organization’s unique needs and challenges. This comprehensive approach aims not only to facilitate the smooth introduction of Microsoft Copilot and automated workflows across the global organization, but also to lay a foundation for future technology adoption initiatives.

Adoption data modeling

We devised a dynamic, multi-dimensional framework designed to continuously gauge the progress of Copilot adoption. This model integrates both qualitative and quantitative data, offering a holistic view of the adoption landscape while emphasizing the importance of context in interpreting adoption data.. Key components include

• Multi-wave end-user surveys that capture evolving sentiments towards Copilot, identifying areas of resistance and support
• Analysis of text feedback from users, allowing the data model to gain a deeper understanding of user experiences and concerns
• Resistance scorecards and dashboards that provide real-time insights into adoption challenges, enabling prompt, data-driven interventions
• A scalable framework that can be adapted for future technology rollouts, serving as a versatile enterprise portfolio management tool
• Comprehensive data integration encompassing Copilot usage metrics, survey feedback, and change management interventions to paint a detailed picture of the adoption process, highlighting user behavior, engagement, and satisfaction levels

Hub-and-spoke–based adoption model

Our approach refined the traditional hub-and-spoke model to prevent the common pitfalls of its traditional one-way communication approach. By integrating our adoption data model, we ensured that communications engaged the audience effectively and also assisted in automating routine tasks while enabling the system to redirect user queries or communications to the appropriate teams or resources.

Curated adoption assets

We collaborated with our client to develop a suite of customized adoption assets designed to facilitate Copilot’s integration, including

• A Project Team Communications Plan encompassing communication artifact templates and a guidance deck for an “Adoption in a Box” strategy, enabling local teams to tailor adoption efforts with ready-to-use resources
• Animated videos and field templates to make the adoption process more engaging through gamification and interactive learning

These new adoption assets were introduced to support the rollout, ensuring teams had the necessary tools and resources for a smooth transition.

Feedback loop procedures

Our team actively gathers feedback during kickoff sessions and office hours, using these insights to refine our strategy and resources. A running log and a living FAQ document address common queries and challenges, ensuring knowledge sharing for continuous improvement and alignment.

Alignment, reporting, and prioritization of tasks

Focused on ensuring leadership engagement and maximizing the value of Copilot, our strategy includes providing leadership with key insights and data to enable targeted interventions.

Through these initiatives, our team is delivering a comprehensive strategy for adopting Microsoft Copilot, setting a precedent for future technology integrations within the client’s organization. Our solutions not only address the immediate challenges, but also equip the client with tools and processes for sustained innovation and growth.

Streamlining adoption, fostering collaboration

Our partnership on this project is delivering significant results, streamlining the Copilot adoption process and fostering a deeper understanding and commitment across the sales organization:

• Expedited the process of finalizing templates for local teams to leverage in their Copilot adoption efforts, which saved valuable time and resources for the client
• Increased stakeholder awareness and understanding of Copilot adoption plans and procedures to increase overall adoption across the organization
• Established better alignment of priority action items in a backlog for the central project team to focus on
• Built strong relationships with client stakeholders that resulted in this client enlisting Logic20/20 for support on additional workstreams (expanding from two to seven)

Embracing AI for a competitive edge

This case study demonstrates how Copilot AI, an intelligent automation and decision-support system, can act as a digital assistant to streamline workflows, drive efficiency, and enable smarter business strategies across industries.

In today’s rapidly evolving business landscape, successful adoption of AI-driven solutions like Microsoft Copilot is not just an option—it’s a necessity for businesses seeking to gain and keep a competitive edge. A thoughtfully executed adoption strategy empowers organizations to seamlessly integrate transformative technologies, enhancing efficiency and driving growth. By developing tailored adoption models, curating essential assets, and fostering an environment of continuous feedback and improvement, we’ve set this client on a path to harness the full potential of AI.