Case Studies
Case Study
Paul Brown
01 October 2025
Case Study
INSURANCE
90% of healthcare insurance provider employees report productivity gains following AI integration
At a glance
A leading healthcare insurance provider sought to implement and adopt Microsoft 365 Copilot across its UK operations.
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.
FDM Practices
- Data & Analytics
- Software Engineering
- Change & Transformation
Industry
Insurance
Tech stack
Microsoft 365 Copilot
Azure DevOps
Power Apps
Power Automate
Google Gemini
Power Fx
Confluence
ServiceNow
Impact
90%
of employees reported productivity gains
233%
increase in Copilot licence use
30%
reduction in manual task tracking and reporting
20
minutes saved per task with bespoke prompt tools
Supported by FDM’s AI-enabled Consultants, the healthcare insurance provider has now embedded Microsoft 365 Copilot across the organisation.
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.
The partnership also laid the foundations for further bespoke solutions focused on colleague enablement and time-saving automation.
Implementing AI for everyday use
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.
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:
- Automated creation of meeting notes based on transcriptions.
- Basic user story generation from epics stored in Azure DevOps.
- Automated generation of emails, Teams messages, and PowerPoint presentations using data stored across the organisation.
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.
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.
Simultaneously, employees were reticent to use AI tools, and those that did were not proactively reporting issues so no improvements could be made.
Utilising FDM’s advisory and implementation services
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.
AI-enabled consultants from across FDM’s Practices were involved in the three-phased delivery of this project:
“The client wanted to leverage AI to support a wide variety of basic tasks to improve business efficiency across the whole organisation.”
Gerry Finn, Insurance Account Manager, FDM Group
Building the roadmap to greater AI capability
Embedding themselves within the client’s processes, the FDM Consultants delivered a combination of process design and automation, user enablement strategy, and technical implementation.
Solutions included:
- Collaborating with Microsoft as a partner to understand the product and how best to approach the implementation.
- An automation framework that leveraged Azure DevOps, Power Automate, and Power Apps to automate routine tasks and streamline support.
- Configuring Copilot for Microsoft 365 and Copilot Studio environments for improved platform administration.
- Establishing Microsoft Graph connectors and authentication within Confluence and ServiceNow.
- Building custom AI tools using Google Gemini and in-platform scripting via Power Fx.
- Developing user guides, helpdesk processes, and incident resolution workflows for internal user adoption.
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.
“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.”
Norbert Csecs, AI Integration Specialist and FDM Consultant
Conclusion
FDM’s AI-enabled approach transformed the healthcare insurance provider’s struggling Copilot implementation into an organisation-wide adoption that’s seen long-term efficiency gains.
Following the success of the Copilot rollout, FDM and the client are now focusing on three central areas to continue AI adoption and scalability:
- Expanding training programmes and user communities will accelerate colleague enablement.
- Designing bespoke automations for specific department needs.
- Establishing feedback loops and analytics to refine Copilot capabilities will lead to a cycle of continuous improvement.
These steps will further secure the business’ success into the future, whilst upskilling internal staff in the essential tools of today.
