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 4 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.

How to Apply This

Also smaller companies can benefit from AI-powered Sales assistants to automate prospect research, draft personalized outreach, and generate tailored proposals. If you are already deep inside the Microsoft eco-system, leveraging their Copilot is one approach - but by far not the only one. AI-powered services are provided by various suppliers that integrate into CRM systems. Alternatively, by using open-source LLMs (like Qwen or Mistral), you can avoind expensive eco-system lock-ins and still leverage latest innovations from the open-source community. If it is important for you to keep your data inside your own IT infrastructure, or at least on EU-servers, you can leverage custom solutions without decreasing your innovation potential.

Want to implement AI-powered Sales processes in your own processes? Reach out to me and book a free 30-minute feasibility call.

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