Target Audience

Sales and customer service teams in large telecommunications companies undergoing digital transformation

Challenge

Lumen Technologies faced inefficiencies in sales and customer service operations, with research for customer outreach taking up to four hours per seller, costing the company an estimated $50 million in lost revenue annually. The company needed tools to enhance productivity, scale operations, and maintain a competitive edge in a rapidly evolving industry.

Solution Approach

Lumen adopted Microsoft Copilot for Sales and Microsoft 365, leveraging generative AI and Microsoft Graph to streamline research, improve decision-making, and enhance employee productivity. The company implemented a top-down adoption strategy, including champion programs, prompt libraries, and crowdsourced solutions, to ensure rapid and widespread use of the tool.

Value Add

Copilot reduced the time spent on research from four hours to 15 minutes, significantly boosting productivity and revenue. It also enabled Lumen to redefine industry standards, improve employee experience, and maintain a culture of innovation and customer obsession.

References

Lumen Technologies, Valorem Reply (consulting partner)

Read more here: https://www.microsoft.com/en/customers/story/1771760434465986810-lumen-microsoft-copilot-telecommunications-en-united-states