Partner expands Dynamics 365 practice with Copilot for Sales

Capgemini Invent is a digital innovation, design and transformation consultancy that has a long history of delivering successful customer relationship management (CRM) transformations. With strong growth in recent years for its Dynamics 365 customer engagement business, the team’s expertise is helping drive cloud-based business initiatives across sales, marketing, and service. “We are combining business process, technology and industry knowledge to ensure a holistic delivery that creates real business impact.” said Marcel Schmidt, Senior Manager at Capgemini Invent. “We provide excellent business outcomes because we focus on critical success factors like change management, rollout, and design conception in addition to being experts in the Dynamics 365 platform.”

With the release of Microsoft Copilot, Capgemini Invent sees a unique opportunity to further develop its reputation as a leader in CRM-led digital transformation. “Microsoft Copilot offers a unique value for our existing and future clients,” said Schmidt. “Today, every executive is looking at generative AI as a potential differentiator. Microsoft Copilot is an easy and fast adoptable solution that delivers clear business results with a strong roadmap for future possibilities.”

As with all of its projects, Capgemini Invent has made change management and user enablement key elements of its new Microsoft Copilot services. The partner has developed a 7-week deployment framework to unlock the potential of Copilot, walking organizations through three stages: 1. Align the AI roadmap to the client’s business goals 2. Provide technical onboarding to ensure customer readiness 3. Enable end-users and measure adoption KPIs By engaging business and technology stakeholders from the beginning and providing the correct guidance and training upfront, clients are ensured to get the most out of their early AI investment

Copilot for Sales helps Riverty significantly increase CRM engagement

One of the early adopters that Capgemini Invent has worked with to implement Microsoft Copilot for Sales is Riverty, a global financial technology company that combines technology, data, and process optimization to create the next generation of financial products. Its sales team represents a wide range of offerings, including payments, accounting, and debt collection products. Riverty was looking for a way to use AI to reduce administrative work so that its sales representatives could focus more on strategic efforts and client interactions. The company was already using Dynamics 365 Sales as its CRM system, so the idea of Copilot for Sales creating meeting summaries, generating follow-up emails, and improving time management was extremely appealing.

Capgemini Invent adjusted its framework to Riverty’s needs and was able to deploy Copilot for Sales in just 7 weeks, including training an initial set of 50 users. All of the sales users were given a survey on their administrative tasks and CRM usage before the project started. This survey was repeated 6 weeks after go-live of Copilot for Sales to measure its impact. The results of the post-go-live survey were extremely positive, showing that the addition of Copilot for Sales yielded a 23% increase in seller satisfaction with CRM overall*, a 44% improvement in CRM functionality ratings*, a 67% increase in speed of retrieving sales information*, and a 31% increase in CRM ease-of-use*.

While the sales representatives reported benefits like improved time savings for writing and sending emails to clients and decreased manual effort needed to populate the CRM system, Copilot also had a significant organizational impact. Riverty saw a 33% increase in usage of CRM sales functionality* with Copilot for Sales in place. “One of the biggest benefits we see for companies like Riverty is that Copilot for Sales is encouraging end-users to engage more with their existing CRM system. That is extremely important to the business because a CRM is only as good as the data that goes into it. The more user engagement, the better the visibility, and the better decision-making at all levels,” commented Schmidt.

Riverty is now in the process of extending its rollout of Copilot for Sales not only to Sales but also Key Account and Partner Managers within its organization. “We are very pleased at the impact Copilot for Sales has had on our organization and how smoothly the complete transformation went,” said Dr. Nikita Golubnichii, Microsoft Dynamics Lead at Riverty. “The change generative AI can drive around sales processes in a period of weeks is eye-opening. We look forward to seeing how we can leverage this technology for new and evolving use cases,” continued Stephan Quitschau, Commercial Processes at Riverty.

Early-stage success bodes well for long-term growth

With multiple Copilot for Sales engagements already completed and more underway, Capgemini Invent is excited about the potential for Microsoft Copilot to spark innovation with customers and prospects, as well as to deliver even higher levels of success. “It’s a win-win situation for our partnership with Microsoft,” said Schmidt. “We benefit from the product innovation at Microsoft, and they benefit from our experience with delivering business transformations.”

Schmidt continued, “But in the end, the most important thing is that our customers are happy and satisfied with the solution. And given the speed with which Microsoft Copilot can introduce time savings and transformational processes into sales organizations, we see Copilot is going to be a vital solution for us moving forward.”

"We are introducing Microsoft Copilot in a fast and reliable fashion based on our best-practice approach and accelerated by a strong change and enablement set-up. Based on this, we see outstanding improvements in user adoption and platform performance."

--Marcel Schmidt, Senior Manager, Capgemini Invent

"The change generative AI can drive around sales processes in a period of weeks is eye-opening. We look forward to seeing how we can leverage this technology for new and evolving use cases.”

Stephan Quitschau, Commercial Processes, Riverty

Capgemini Invent helps FinTech company achieve rapid impact with Microsoft Copilot for Sales