Think of a business where everyday tasks are done faster, smarter, and with less effort. That is exactly what Microsoft Copilot Studio helps you achieve. This powerful AI platform allows businesses to automate routine tasks, improve customer support, and make smarter decisions across areas like finance, sales, marketing, and service operations. Whether it’s generating reports or managing supply chains, Copilot Studio increases efficiency across all departments. As artificial intelligence becomes essential for modern businesses, Copilot Studio provides the tools needed to stay ahead. It simplifies complex work and opens up new opportunities for growth.
Microsoft offers flexible Copilot pricing to cater to startups, mid-sized companies, and large enterprises alike. Whether your goal is efficiency, innovation, or improved engagement, adopting Copilot studio empowers organizations to stay competitive in this digital era. Now is the time to explore its potential and transform your operations.
In this blog, we will explore the top 5 case studies that show how Microsoft Copilot Studio is transforming businesses in 2025 and why adopting it now can give your company a competitive advantage.
How These 5 Companies Used Copilot Studio to Drive Growth
Many companies are using Microsoft Copilot Studio to work smarter and grow faster. Here are five real examples of how its helping businesses achieve real results.
Eneco Uses Copilot Studio to Serve 1.5 Million Customers Better
Eneco, a top sustainable energy provider in Belgium, serves more than 1.5 million residential and business customers. Known for its focus on wind, solar energy, and e-mobility, Eneco is also Belgium’s largest solar energy producer, operating over 400,000 solar panels.
The company manages customer support through various channels such as its website, email, phone, and live chat. However, rising call volumes began straining their systems as early as 2022, when inquiries nearly doubled during the COVID-19 pandemic. The situation worsened during the energy price surge caused by the Ukraine crisis. “We simply did not have enough agents to answer all customer inquiries,” explains Ellen Van Caillie, Eneco’s Head of Conversational AI.
To ease the burden on their call center and improve customer experience, Eneco introduced an automated chatbot. However, the solution fell short of expectations. “The AI model was like a black box we couldn’t train or adjust easily, which led to poor performance,” Van Caillie notes. As a result, many basic queries continued to flood the call center.
To resolve these challenges, Eneco transitioned to Microsoft Copilot Studio. Since the company was already using other Microsoft technologies, the integration was smooth. The development team found Copilot Studio offered greater control and improved the quality of interactions. “Microsoft Copilot Studio gives us much better guardrails and allows more accurate recognition of customer intent and more consistent responses,” says Van Caillie.
Virgin Money Transforms Customer Engagement Through Microsoft Copilot Studio.
Virgin Money serves 6.6 million retail and business banking customers and is committed to making people feel “happier about money.” One of the ways it delivers outstanding customer experiences is through its award-winning virtual assistant, developed using end-to-end Microsoft technologies such as Copilot Studio and Microsoft Dynamics 365 Customer Service to manage the omnichannel customer journey.
Virgin is recognized for its bold brand personality and outstanding customer service. At Virgin Money, every innovation begins with a simple question: how will this improve the customer experience? The team’s dedication to delivering exceptional service influences all of their decisions, which led to the creation of their award-winning virtual assistant. Virgin Money has a strong digital presence, with 90 percent of new customers downloading its credit card app within the first 90 days. However, many still contact the customer service center for tasks that could be easily completed through the app.
Choosing Microsoft Copilot Studio
With a strong focus on designing digital customer journeys, the Virgin Money team began looking for the right tools to bring their goals to life.
“All our FAQs are already stored in Microsoft Dynamics 365 Knowledge Base, so using Microsoft Copilot Studio to present that information to customers made perfect sense,” says Adam Paice. “Having a complete Microsoft solution simplifies everything, including reporting with Power BI, skill development, system architecture, and support, while also providing us with more flexibility.”
Laura McLeod, Senior Product Owner for Conversational Banking at Virgin Money, adds that Copilot Studio plays a key role in delivering quality customer experiences. Its intuitive design allows conversation analysts who often come from the contact center without technical backgrounds to independently manage and launch new features or customer journeys in Redi. By allowing them to lead the process from start to finish, Copilot Studio helps reduce handoffs and streamline the development cycle.
BDO Colombia Achieves a 50 Percent Boost in Payroll Efficiency with Microsoft Copilot Studio.
BDO Columbia faced industry-wide challenges such as improving accounting management through digital transformation, maintaining process traceability, and managing data across multiple channels. To address these issues, they identified 25 manual processes related to technology requests and incident management. Using Microsoft Copilot Studio, they developed an internal virtual assistant called BeTIC 2.0. This chatbot now handles those tasks, reducing operational workload by 50 percent and optimizing 78 percent of payroll processes, leading to a significantly improved experience for both employees and clients.
To overcome these issues, BDO introduced BeTIC 2.0, a virtual assistant created using Microsoft Copilot Studio and Power Platform. This solution centralizes and automates critical payroll and finance processes.
BeTIC 2.0 led to a 50 percent reduction in operational workload and improved 78 percent of internal processes, enhancing the experience for both employees and clients.
Ivan Darío Niño Alfonso, Senior Manager of Innovation and Digital Transformation at BDO Colombia and part of the firm’s Digital Advisory team, shares that their goal was to implement a solution that would not only simplify operations but also empower employees while ensuring data security and privacy. BeTIC 2.0, built on Microsoft Power Platform, serves as a centralized hub for handling requests, automating workflows, and providing continuous access. Developed using Microsoft Power Automate, Power Apps, and Copilot Studio, BeTIC 2.0 has enabled BDO to manage payroll updates efficiently, streamline approvals and queries, and eliminate process errors and duplication.
Luis Montenegro, Payroll Manager at BDO Colombia, adds that BeTIC 2.0 simplified how requests are handled and delivered a fast, user-friendly experience. Before its implementation, the team relied on several communication channels, which often led to mistakes and increased stress. With BeTIC 2.0 in place, the operational workload has been reduced by 50 percent, allowing the team to focus on more strategic tasks. The solution also helped eliminate manual errors, leading to cost savings of around $20,000 per year.
“The key takeaway from BeTIC 2.0 is that innovation goes beyond competitive advantage. It’s essential for creating more efficient and fulfilling workplaces,” says Ivan Darío Niño Alfonso. BDO has not only streamlined its operations but also set an example of innovation that can drive transformation across other companies and industries.
Microsoft Copilot Studio Plays a Key role in Improving CSX’s Supply Chain Performance
CSX was looking for a more efficient way to help customers track freight, manage shipments, and access rail logistics services through its online portal.
To bring this to life, the company used Microsoft Copilot Studio and Azure AI Foundry to build an AI assistant. Copilot Studio allowed for quicker publishing of knowledge articles, while Azure AI Foundry ensured real-time data access across multiple backend systems.
Within the first 45 days of launch, the AI assistant handled over 4,000 conversations with more than 1,000 customers. CSX is now developing additional AI agents, including one that will assist thousands of rail employees across the organization.
Every day, more than 7,000 customers use ShipCSX, the company’s online portal, to track freight, manage shipments, and access rail logistics services. To enhance this digital experience, CSX recently introduced “Chessie for ShipCSX,” an AI-powered assistant integrated into the platform.
Developed with Microsoft Copilot Studio and Azure AI Foundry, Chessie is designed to simplify how customers interact with the site by allowing natural language queries. For instance, users can ask to track a particular shipment, and Chessie will immediately display the relevant information. It also delivers quick responses to frequently asked questions, eliminating the need for users to manually search through multiple resources.
“Chessie has transformed the way we assist our customers by offering smart, real-time support through natural language conversations. Using Microsoft Copilot Studio and Azure AI Foundry, we were able to accelerate development and deliver real value in a short time frame,” explains Dave Rich, Vice President of Technology Strategy, Architecture, and Governance at CSX.
In its first 45 days, more than 1,000 customers interacted with Chessie, generating over 4,000 conversations. “We’re seeing customers return repeatedly to use the assistant,” notes Ryan Rogan, Senior E-Business Project Analyst at CSX. “That tells us they’re finding value in the experience and getting the information they need efficiently. Chessie is a clear example of how combining low-code tools with AI can address real business challenges and enhance customer engagement.
The University of Hong Kong Uses Microsoft Copilot Studio to Create a More Engaging Learning Experience
HKU struggled with a complicated onboarding process for its diverse student population and a growing administrative burden on faculty, highlighting the need for a more streamlined approach to information sharing and task management.
To boost efficiency, HKU implemented Microsoft 365 Copilot to automate routine tasks and offer smart support, enabling faculty to dedicate more time to teaching. They further strengthened their collaboration with Microsoft by adopting Copilot Studio, which helps students with academic queries, reducing faculty workload and enhancing student support.
HKU plans to broaden the adoption of Microsoft 365 Copilot and Copilot Studio across multiple departments, reflecting its dedication to using advanced technology for ongoing innovation and upholding academic excellence.
In January 2024, HKU became the first university in Hong Kong to implement Microsoft 365 Copilot. This GenAI-powered tool offers transformative features that simplify administrative work and enhance faculty productivity. It supports tasks like managing course materials, analyzing student performance, reducing cognitive load, and automating repetitive processes, helping educators focus on teaching and engaging with students. In hybrid learning settings, it enables personalized learning experiences by generating tailored content and instructional methods based on student data.
Ms. Flora Ng, Chief Information Officer and University Librarian at HKU, said, “Our goal is to seamlessly integrate AI into education to enrich both teaching and learning. We adopted Microsoft 365 Copilot for its secure and comprehensive GenAI capabilities. Microsoft Copilot Studio also empowers our IT team to build custom bots that can manage large volumes of queries efficiently. HKU’s continued focus on transformation and innovation highlights its strong commitment to ongoing improvement, helping the university stay at the forefront of academic excellence in a rapidly changing world.
Final Words
The success stories of Eneco, Virgin Money, BDO Colombia, CSX, and The University of Hong Kong demonstrate how Microsoft Copilot Studio is revolutionizing business operations across diverse industries. From enhancing customer service and automating internal processes to streamlining supply chains and improving educational experiences, Copilot Studio empowers organizations to work smarter and scale faster. Its low-code, AI-driven capabilities allow both technical and non-technical teams to build solutions that drive measurable impact.
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