{"id":86240,"date":"2021-02-01T21:10:06","date_gmt":"2021-02-01T21:10:06","guid":{"rendered":"https:\/\/www.fdmgroup.com\/?p=86240"},"modified":"2025-09-24T10:59:23","modified_gmt":"2025-09-24T09:59:23","slug":"healthcare-ai-integration","status":"publish","type":"post","link":"https:\/\/www.fdmgroup.com\/en-au\/news-insights\/healthcare-ai-integration\/","title":{"rendered":"90% of healthcare insurance provider employees report productivity gains following AI integration"},"content":{"rendered":"<style>\r\nh1 {\r\n    text-transform: none;\r\n}\r\n@media (max-width: 768px) {\r\n    .mobile-head-content h1 {\r\n        text-transform: none;\r\n    }\r\n}\r\n<\/style>\r\n<section class=\"header-section dark-menu full-bg\" style=\"height: 65rem;top: 0;width: 100%;background-image:url(https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/New-CS-2-Header-2.jpg);\" >\r\n    <div class=\"container\">\r\n        <div class=\"row\">\r\n            <div class=\"col-6 col-sm-12\">\r\n                <div class=\"head-content\">\r\n                    <span class=\"tag\" style=\"padding-top: !important; padding-bottom:5px !important;\">Case study<\/span>\r\n                    <p>INSURANCE<\/p>\r\n                    <h1>90% of healthcare insurance provider employees report productivity gains following AI integration<\/h1>\r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div>\r\n<\/section>\r\n<div class=\"mobile-head-content\">\r\n    <span id=\"header-label\" class=\"tag\">Case Study<\/span>\r\n    <p>INSURANCE<\/p>\r\n    <h1>90% of healthcare insurance provider employees report productivity gains following AI integration<\/h1>\r\n<\/div>\n\n<style>\r\n.multi-color li:before {\r\n    left: 0.4em !important;\r\n}\r\n.multi-color li.change:before {\r\n    color: #00d600;\r\n}\r\n.multi-color li.data:before {\r\n    color: #70d8ff;\r\n}\r\n.multi-color li.it:before {\r\n    color: #FF74FF;\r\n}\r\n.multi-color li.risk:before {\r\n    color: #ff4e48;\r\n}\r\n.multi-color li.software:before {\r\n    color: #ff7400;\r\n}\r\n.icon-text {\r\n    margin-left: 27px !important;\r\n}\r\n.right-row {\r\n    margin-bottom: 4.5rem;\r\n}\r\n@media(max-width:768px){\r\n    .icon-text {\r\n\t    margin-top: 4px !important;\r\n        display: inline-block;\r\n    }\r\n}\r\n<\/style>\r\n<section class=\"summary-section dark\">\r\n    <div class=\"container\">\r\n        <div class=\"row\">\r\n            <div class=\"col-md-9 col-sm-12 left\" style=\"margin-bottom: 4rem;\">\r\n                <h2>At a glance<\/h2>\r\n                <hr \/>\r\n                <p>A leading healthcare insurance provider sought to implement and adopt Microsoft 365 Copilot across its UK operations.<\/p>\n<p>The client wanted to integrate AI tools into their day-to-day functions to encourage users to focus on higher-value work, ultimately improving their workflow and productivity. This organisation-spanning task would encompass data security, privacy, technical readiness, and employee training, with a view to scale AI capabilities over time.<\/p>\n            <\/div>\r\n\r\n            <div class=\"col-md-3 col-sm-12 right\">\r\n                \r\n                <div class='right-row'><h3>FDM Practices<\/h3><hr \/><ul class=\"multi-color\">\n<li class=\"data\">Data &amp; Analytics<\/li>\n<li class=\"software\">Software Engineering<\/li>\n<li class=\"change\">Change &amp; Transformation<\/li>\n<\/ul>\n<\/div><div class='right-row'><h3>Industry<\/h3><hr \/><p>Insurance<\/p>\n<\/div><div class='right-row'><h3>Tech stack<\/h3><hr \/><p>                               <img class=\"icon\" style=\"width: 1.4rem !important; height: auto !important; padding: 0 !important; margin-top: 0.6rem !important; margin-left: 1rem !important;\" data-done=\"false\" data-img=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/logo-small-microsoft-copilot.png\" alt=\"Microsoft 365 Copilot small logo\">\r\n                              <span class='icon-text'>Microsoft 365 Copilot<\/span><\/p><p>                               <img class=\"icon\" style=\"width: 1.4rem !important; height: auto !important; padding: 0 !important; margin-top: 0.6rem !important; margin-left: 1rem !important;\" data-done=\"false\" data-img=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/logo-small-azure-devops.png\" alt=\"Azure DevOps small logo\">\r\n                              <span class='icon-text'>Azure DevOps<\/span><\/p><p>                               <img class=\"icon\" style=\"width: 1.4rem !important; height: auto !important; padding: 0 !important; margin-top: 0.6rem !important; margin-left: 1rem !important;\" data-done=\"false\" data-img=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/logo-small-power-apps.png\" alt=\"Power Apps small logo\">\r\n                              <span class='icon-text'>Power Apps<\/span><\/p><p>                               <img class=\"icon\" style=\"width: 1.4rem !important; height: auto !important; padding: 0 !important; margin-top: 0.6rem !important; margin-left: 1rem !important;\" data-done=\"false\" data-img=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/logo-small-power-automate.png\" alt=\"Power Automate small logo\">\r\n                              <span class='icon-text'>Power Automate<\/span><\/p><p>                               <img class=\"icon\" style=\"width: 1.4rem !important; height: auto !important; padding: 0 !important; margin-top: 0.6rem !important; margin-left: 1rem !important;\" data-done=\"false\" data-img=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/logo-small-google-gemini.png\" alt=\"Google Gemini small logo\">\r\n                              <span class='icon-text'>Google Gemini<\/span><\/p><p>                               <img class=\"icon\" style=\"width: 1.4rem !important; height: auto !important; padding: 0 !important; margin-top: 0.6rem !important; margin-left: 1rem !important;\" data-done=\"false\" data-img=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/logo-small-power-fx.png\" alt=\"Power Fx small logo\">\r\n                              <span class='icon-text'>Power Fx<\/span><\/p><p>                               <img class=\"icon\" style=\"width: 1.4rem !important; height: auto !important; padding: 0 !important; margin-top: 0.6rem !important; margin-left: 1rem !important;\" data-done=\"false\" data-img=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/logo-small-confluence.png\" alt=\"Confluence small logo\">\r\n                              <span class='icon-text'>Confluence<\/span><\/p><p>                               <img class=\"icon\" style=\"width: 1.4rem !important; height: auto !important; padding: 0 !important; margin-top: 0.6rem !important; margin-left: 1rem !important;\" data-done=\"false\" data-img=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/logo-small-servicenow.png\" alt=\"ServiceNow small logo\">\r\n                              <span class='icon-text'>ServiceNow<\/span><\/p><\/div>            <\/div>\r\n        <\/div>\r\n    <\/div>\r\n<\/section>\r\n\n\n<style>\r\n\r\n<\/style>\r\n<section class=\"stats-section medium-light\">\r\n    <div class=\"container\">\r\n        <h2>Impact<\/h2>\r\n        <hr \/>\r\n        <div class=\"row row-cols-5\">\r\n\r\n\r\n                                            <div class=\"col\">\r\n                    <h1>90%<\/h1>\r\n                    <p>of employees reported productivity gains<\/p>\r\n\r\n                <\/div>\r\n                <div class=\"vl\"><\/div>\r\n                \r\n                                                            <div class=\"col\">\r\n                    <h1>233%<\/h1>\r\n                    <p>increase in Copilot licence use<\/p>\r\n\r\n                <\/div>\r\n                <div class=\"vl\"><\/div>\r\n                \r\n                                                            <div class=\"col\">\r\n                    <h1>30%<\/h1>\r\n                    <p>reduction in manual task tracking and reporting<\/p>\r\n\r\n                <\/div>\r\n                <div class=\"vl\"><\/div>\r\n                \r\n                                                            <div class=\"col\">\r\n                    <h1>20<\/h1>\r\n                    <p>minutes saved per task with bespoke prompt tools<\/p>\r\n\r\n                <\/div>\r\n                <div class=\"vl\"><\/div>\r\n                \r\n                            \r\n        <\/div>\r\n        <div class=\"row\">\r\n            <div class=\"col-md-9\">\r\n                <p><p>Supported by FDM\u2019s AI-enabled Consultants, the healthcare insurance provider has now embedded Microsoft 365 Copilot across the organisation.<\/p>\n<p>Following the project delivery, the client saw significant positive outcomes, including improved day-to-day productivity gains across most of its workforce, as well as increased Copilot usage and an increase in AI-driven insights.<\/p>\n<p>The partnership also laid the foundations for further bespoke solutions focused on colleague enablement and time-saving automation.<\/p>\n<\/p>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div>\r\n<\/section>\r\n\n\n<section class=\"text-and-image-section white\" style=\"padding: 7rem 0 !important;\">\r\n<div class=\"container\">\r\n    <div class=\"row\">\r\n          <div class=\"col-md-9 col-sm-12\">\r\n<h2 style='padding-left: 0 !important; padding-top: 0 !important;'>Implementing AI for everyday use<\/h2><hr style='margin: 0 !important;' \/>          <\/div>\r\n        <\/div>\r\n      <\/div>\r\n\r\n<div class=\"container\">\r\n    <div class=\"row\">\r\n          <div class=\"col-md-9 col-sm-12\">\r\n<p><p>The client had already started using Microsoft 365 Copilot to drive organisational efficiencies and improve employee productivity, but rollout was confined and had yielded limited results. <\/p>\n<p>They wanted to use AI to alleviate staff from manual, time-intensive tasks that reduced focus periods and stalled workflows. In particular, they were interested in the streamlining of day-to-day processes, including: <\/p>\n<ul>\n<li>Automated creation of meeting notes based on transcriptions.<\/li>\n<li>Basic user story generation from epics stored in Azure DevOps.<\/li>\n<li>Automated generation of emails, Teams messages, and PowerPoint presentations using data stored across the organisation.<\/li>\n<\/ul>\n<p>However, due to the sensitive and often confidential nature of the data required, the client was struggling to confirm if Copilot prompts were being completed in a GDPR-compliant manner.  <\/p>\n<p>This restricted personal data from being used in any prompts until they had received manual confirmation, a process that could take up to seven months.  <\/p>\n<p>Simultaneously, employees were reticent to use AI tools, and those that did were not proactively reporting issues so no improvements could be made. <\/p>\n<\/p>          <\/div>\r\n        <\/div>\r\n      <\/div>\r\n\r\n<div class=\"container\">\r\n    <div class=\"row\">\r\n          <div class=\"col-md-9 col-sm-12\">\r\n              <picture>\r\n                  <source\r\n                    media=\"(min-width: 768px)\"\r\n                    srcset=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/diagram_BUPA1-Desktop.png\"\r\n                    class=\"desktop-img\">\r\n                  <source\r\n                    media=\"(max-width: 768px)\"\r\n                    srcset=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/diagram_BUPA1-Mobile.png\"\r\n                    class=\"mobile-img\">\r\n                  <img decoding=\"async\" class=\"img\" style=\"\" src=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/diagram_BUPA1-Desktop.png\" alt=\"\">\r\n              <\/picture>\r\n\r\n          <\/div>\r\n        <\/div>\r\n      <\/div>\r\n\r\n<div class=\"container\">\r\n    <div class=\"row\">\r\n          <div class=\"col-md-9 col-sm-12\">\r\n<h2 style='padding-left: 0 !important; padding-top: 0 !important;'>Utilising FDM\u2019s advisory and implementation services<\/h2><hr style='margin: 0 !important;' \/>          <\/div>\r\n        <\/div>\r\n      <\/div>\r\n\r\n<div class=\"container\">\r\n    <div class=\"row\">\r\n          <div class=\"col-md-9 col-sm-12\">\r\n<p><p>The client needed FDM Consultants to plan, manage, and continuously improve their AI implementation, with a particular focus on change management skills and experience in delivering change effectively across an organisation, and IT operations.<\/p>\n<p>AI-enabled consultants from across FDM\u2019s Practices were involved in the three-phased delivery of this project:<\/p>\n<\/p>          <\/div>\r\n        <\/div>\r\n      <\/div>\r\n\r\n<div class=\"container\">\r\n    <div class=\"row\">\r\n          <div class=\"col-md-9 col-sm-12\">\r\n              <picture>\r\n                  <source\r\n                    media=\"(min-width: 768px)\"\r\n                    srcset=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/diagram_BUPA2-Desktop.png\"\r\n                    class=\"desktop-img\">\r\n                  <source\r\n                    media=\"(max-width: 768px)\"\r\n                    srcset=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/diagram_BUPA2-Mobile.png\"\r\n                    class=\"mobile-img\">\r\n                  <img decoding=\"async\" class=\"img\" style=\"\" src=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/diagram_BUPA2-Desktop.png\" alt=\"\">\r\n              <\/picture>\r\n\r\n          <\/div>\r\n        <\/div>\r\n      <\/div>\r\n\r\n<\/section>\r\n\n\n<style>\r\n@media(max-width:768px){\r\n    .quote-section img{\r\n\t    margin: 0 auto!important;\r\n    }\r\n}\r\n<\/style>\r\n\r\n<section class=\"CS-quote-section white\" style=\"padding: 7rem 0 !important;\">\r\n    <div class=\"container\">\r\n        <div class=\"row\">\r\n            <div class=\"col-12 col-md-3\" style=\"padding: 0;\">\r\n                <img width=\"624\" height=\"591\" data-done=\"false\" data-img=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2019\/02\/Headshot-Gerry-Fin-624x591.png\" alt=\"Headshot - Gerry Fin\">\r\n            <\/div>\r\n            <div class=\"col-12 col-md-9\" style=\"padding-left: 5rem; padding-right: 5rem;\">\r\n                <h3>&#8220;The client wanted to leverage AI to support a wide variety of basic tasks to improve business efficiency across the whole organisation.&#8221;<\/h3>\r\n                <p>Gerry Finn, Insurance Account Manager, FDM Group<\/p>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div>\r\n<\/section>\r\n\n\n<section class=\"text-and-image-section light\" style=\"padding: 7rem 0 !important;\">\r\n<div class=\"container\">\r\n    <div class=\"row\">\r\n          <div class=\"col-md-9 col-sm-12\">\r\n<h2 style='padding-left: 0 !important; padding-top: 0 !important;'>Building the roadmap to greater AI capability<\/h2><hr style='margin: 0 !important;' \/>          <\/div>\r\n        <\/div>\r\n      <\/div>\r\n\r\n<div class=\"container\">\r\n    <div class=\"row\">\r\n          <div class=\"col-md-9 col-sm-12\">\r\n<p><p>Embedding themselves within the client\u2019s processes, the FDM Consultants delivered a combination of process design and automation, user enablement strategy, and technical implementation. <\/p>\n<p>Solutions included: <\/p>\n<ul>\n<li>Collaborating with Microsoft as a partner to understand the product and how best to approach the implementation.<\/li>\n<li>An automation framework that leveraged Azure DevOps, Power Automate, and Power Apps to automate routine tasks and streamline support.<\/li>\n<li>Configuring Copilot for Microsoft 365 and Copilot Studio environments for improved platform administration.<\/li>\n<li>Establishing Microsoft Graph connectors and authentication within Confluence and ServiceNow.<\/li>\n<li>Building custom AI tools using Google Gemini and in-platform scripting via Power Fx.<\/li>\n<li>Developing user guides, helpdesk processes, and incident resolution workflows for internal user adoption.<\/li>\n<\/ul>\n<p>To maintain agility, the project was initially run as a trial at a group level so that a benefit analysis could be undertaken before a full rollout. The success of this phase enabled rollout across the whole of the UK.<\/p>\n<\/p>          <\/div>\r\n        <\/div>\r\n      <\/div>\r\n\r\n<\/section>\r\n\n\n<style>\r\n@media(max-width:768px){\r\n    .quote-section img{\r\n\t    margin: 0 auto!important;\r\n    }\r\n}\r\n<\/style>\r\n\r\n<section class=\"CS-quote-section light\" style=\"padding: 7rem 0 !important;\">\r\n    <div class=\"container\">\r\n        <div class=\"row\">\r\n            <div class=\"col-12 col-md-3\" style=\"padding: 0;\">\r\n                <img width=\"10\" height=\"10\" data-done=\"false\" data-img=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/07\/spacer.png\" alt=\"Spacer\">\r\n            <\/div>\r\n            <div class=\"col-12 col-md-9\" style=\"padding-left: 5rem; padding-right: 5rem;\">\r\n                <h3>&#8220;At first, staff objected to AI, so I had to think creatively about how to get people engaged. At the end of my assignment, the number of Copilot license use cases had risen from 300 to 1000.&#8221;<\/h3>\r\n                <p>Norbert Csecs, AI Integration Specialist and FDM Consultant<\/p>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div>\r\n<\/section>\r\n\n\n<section class=\"text-and-image-section white\" style=\"padding: 7rem 0 !important;\">\r\n<div class=\"container\">\r\n    <div class=\"row\">\r\n          <div class=\"col-md-9 col-sm-12\">\r\n<h2 style='padding-left: 0 !important; padding-top: 0 !important;'>Conclusion<\/h2><hr style='margin: 0 !important;' \/>          <\/div>\r\n        <\/div>\r\n      <\/div>\r\n\r\n<div class=\"container\">\r\n    <div class=\"row\">\r\n          <div class=\"col-md-9 col-sm-12\">\r\n<p><p>FDM\u2019s AI-enabled approach transformed the healthcare insurance provider\u2019s struggling Copilot implementation into an organisation-wide adoption that\u2019s seen long-term efficiency gains.<\/p>\n<p>Following the success of the Copilot rollout, FDM and the client are now focusing on three central areas to continue AI adoption and scalability:<\/p>\n<ol>\n<li>Expanding training programmes and user communities will accelerate colleague enablement.<\/li>\n<li>Designing bespoke automations for specific department needs.<\/li>\n<li>Establishing feedback loops and analytics to refine Copilot capabilities will lead to a cycle of continuous improvement.<\/li>\n<\/ol>\n<p>These steps will further secure the business\u2019 success into the future, whilst upskilling internal staff in the essential tools of today.<\/p>\n<\/p>          <\/div>\r\n        <\/div>\r\n      <\/div>\r\n\r\n<div class=\"container\">\r\n    <div class=\"row\">\r\n        <div class=\"col-md-12\" style=\"padding: 0\">\r\n<a href=\"https:\/\/www.fdmgroup.com\/en-au\/work-with-us\/\">              <picture>\r\n                  <source\r\n                    media=\"(min-width: 768px)\"\r\n                    srcset=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/AM_Nicholas_Lloyd_desktop.jpg\"\r\n                    class=\"desktop-img\">\r\n                  <source\r\n                    media=\"(max-width: 768px)\"\r\n                    srcset=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/AM_Nicholas_Lloyd_mobile.png\"\r\n                    class=\"mobile-img\">\r\n                  <img decoding=\"async\" class=\"img\" style=\"border-radius:1.3rem;\" src=\"https:\/\/www.fdmgroup.com\/wp-content\/uploads\/2025\/09\/AM_Nicholas_Lloyd_desktop.jpg\" alt=\"\">\r\n              <\/picture>\r\n\r\n<\/a>          <\/div>\r\n        <\/div>\r\n      <\/div>\r\n\r\n<\/section>\r\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":85244,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[530,531],"tags":[],"class_list":["post-86240","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies-en-au","category-new-case-study"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>90% of healthcare insurance provider employees report productivity gains following AI integration | FDM Group<\/title>\n<meta name=\"description\" content=\"90% of healthcare insurance provider employees report productivity gains following AI integration | FDM Group\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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