If you’ve been following Microsoft’s latest innovations, you’ve likely heard about Copilot — the AI-powered assistant now integrated across the Dynamics 365 suite. But what does that mean for real businesses?
At ANS, we’ve embedded Copilot into Dynamics 365 across our Sales, Customer Service, and Operations modules.
The result? Streamlined workflows, faster decision-making, and a significant boost in productivity.
In this blog, we’ll share how we’re using Copilot in Dynamics 365, the real-world benefits we’ve seen, and how it’s helping us — and our customers — work smarter every day.
What is Copilot for Dynamics 365?
Copilot for Dynamics 365 brings the power of generative AI directly into your business applications.
Whether you’re in sales, customer service, finance, or operations, Copilot for Dynamics 365 helps you:
- Draft emails and responses
- Summarise conversations and support cases
- Generate insights and recommendations
- Automate repetitive tasks
- Predict customer needs and market trends
It’s like having a smart assistant built into your CRM — one that never sleeps.
Three real use cases: How ANS uses Copilot in Dynamics 365.
1. Customer Service: from firefighting to forecasting.
Our Managed Services team handles over 10,000 support cases each month.
With Copilot in Dynamics 365 Customer Service, we’ve transformed how we manage and resolve issues:
- Suggested responses based on case history and knowledge articles
- Automated case summaries for faster handovers
- Sentiment analysis to gauge customer tone and urgency
During major incidents, Copilot enables us to send automated updates to hundreds of customers, freeing up engineers to focus on resolution.
This has helped reduce mean time to resolution (MTTR) and improve customer satisfaction.
“Copilot is automatically analysing customer sentiment in calls and tickets, feeding insights to our CX team so we can adjust training.”
— Steven Breen, Managed Services Director
2. Sales: less admin, more selling.
Before switching to Dynamics 365 Sales, our teams juggled multiple CRMs. Now, with Copilot for Dynamics 365, we’ve streamlined our sales process:
- Automated CRM updates and data entry
- Predictive analytics to prioritise high-value leads
- Sales Navigator integration for deeper customer insights
- Real-time forecasting for smarter decision-making
The result? Our 130+ sales professionals spend less time on admin and more time closing deals.
3. Operations: one platform, unified intelligence.
By unifying our systems under Dynamics 365, we’ve gained more than just better data — we’ve unlocked better decisions. Copilot helps us:
- Automate reporting across departments
- Identify trends and optimise workflows with AI
- Empower teams with real-time insights via Power BI
Copilot summarises tickets for technicians, highlighting the last 5 days of activity and what needs attention — saving us a huge amount of time.”
— Jamie Sinclair, Transformation Director
The benefits of Copilot in Dynamics 365.
Across the board, Copilot is helping ANS:
- Save time on manual, repetitive tasks
- Improve both customer and employee experiences
- Make faster, data-driven decisions
- Collaborate more effectively across departments
- Scale operations without scaling admin overhead
Whether it’s Copilot in Dynamics 365 Field Service helping engineers prep for site visits, or Copilot in Finance and Operations streamlining reporting — the possibilities are growing every day.
Why should you care ab0ut AI in Dynamics 365?
AI isn’t a future trend — it’s here, and it’s transforming how businesses operate.
If you’re already using Dynamics 365, Copilot is the next step in unlocking its full potential. And if you’re not? It might just be the reason to make the switch.
At ANS, we’ve seen firsthand how Copilot for Dynamics 365 is reshaping the way teams work — and we’re just getting started.
Ready to work smarter with Dynamics 365 Copilot?
Explore how ANS can help you implement and optimise Microsoft Copilot in your Dynamics 365 environment.
Book in a call with our Dynamics 365 experts today.
