IT support can often feel like a maze of endless requests, repetitive questions, and scattered information. At Reach, we’re breaking free from this cycle with the power of Microsoft Copilot Studio. By creating a custom Copilot experience tailored to our internal needs, we’ve streamlined our support processes, empowering our team to get quick, accurate answers to their questions without the usual hassle. Let’s explore how Copilot is transforming IT support at Reach, making information more accessible than ever.
The Challenge: Simplifying IT Support
Our IT team handles a wide variety of requests—everything from providing instructions on secure password management to guiding users through Office 365 apps, logging in, installing applications, and resetting passwords. Traditionally, these tasks required employees to search through different files, manuals, or wait for IT staff to respond, leading to delays and frustration.
The Solution: Reach’s Custom IT Support Copilot
To tackle these challenges, we’ve leveraged Microsoft Copilot Studio to build a custom AI-powered assistant that streamlines IT support. Here’s how we’ve put our Copilot to work:
- Centralizing IT Policies and Procedures: We’ve uploaded all key IT policies and procedures into Copilot Studio. This means any IT-related information, from security guidelines to software installation processes, is now readily available. Users no longer need to browse through numerous documents or reach out to IT for all of their questions—they can simply ask Copilot and get the information they need instantly.
- Providing Immediate Answers to Common Questions: Whether it’s a query about how to log into Office 365 or install a specific app, users can type their questions directly into the Copilot chat. Copilot quickly provides the most accurate and up-to-date response based on our internal policies.
Real-World Use Cases: Copilot in Action
- Access to IT Policies & SOPs: Users no longer need to search through different files to find the right policy or procedure. Whether they need to know how to securely manage passwords, request access to a system, or understand the guidelines for remote work, they can just type their question into the Copilot chat and receive the relevant information immediately.
- Office 365 Support: If users have questions like “How do I log into Office 365?” or “How do I install Microsoft Teams?”, they can ask Copilot directly. Copilot offers quick, accurate answers that guide users through the process, eliminating the need for multiple support tickets or repetitive email exchange.
Benefits We’ve Seen So Far
Since implementing Copilot as part of our internal support process, we’ve experienced several key benefits:
- Faster Response Times: Copilot provides instant answers to common questions, drastically reducing wait times and improving overall efficiency.
- Increased Productivity: By automating repetitive tasks and queries, our IT staff can focus on more complex and strategic issues, enhancing productivity.
- Better Security Compliance: With clear, automated instructions on tasks like password management, we’ve seen improved adherence to security protocols across the organization.
- Enhanced User Experience: Our employees find it easier and quicker to get the help they need, which has led to greater satisfaction and fewer support requests.
Expanding Copilot’s Capabilities
Our initial success with Copilot has encouraged us to expand the use of its capabilities further within the organization. In addition to enhancing IT support, we plan to broaden the use of Copilot across other departments:
- Accounting: We aim to implement Copilot Studio to streamline financial processes, such as providing instant access to policy guidelines for expense submissions, generating automated reports, and guiding employees through the steps for invoicing or budget approval. This will reduce the repetitive communication with the finance team and ensure everyone follows the correct procedures.
- Human Resources: For HR, Copilot Studio will serve as an always-available assistant to answer questions about company policies, benefits, and leave requests. Employees will be able to ask questions like, “How do I request time off?” or “What is the process for submitting expense claims?” and receive immediate, accurate responses. This will reduce the workload of our HR staff and improve the employee experience by making information more accessible.
- Sales and Marketing: We’re considering using Copilot to support our sales and marketing teams by providing real-time access to the latest product/services information, pricing updates, or campaign details.
By expanding the use of Copilot Studio to these areas, we aim to create a more connected, efficient workplace where employees can quickly find the information they need, freeing up time to focus on high-impact work.
