United KingdomFinance and insurance2018 – ongoing

NFU Mutual

Copilot for Sales and Dynamics 365 for member records and emails

NFU Mutual reports Copilot saves 30 to 90 seconds per email

WorkingVendor's case studyVendor ↗

Problem

Member data sat in separate systems and hand-built spreadsheets with no central record. Staff lost time logging emails by hand.

Approach

The insurer began using Dynamics 365 in 2018 to hold member data in one place. It later added Copilot for Sales inside Outlook to summarize email threads, draft replies and log correspondence.

Results

30-90 secondsAverage time saved per emailVendor's case study[1]

up to 3.5 daysManual admin time saved per agency since going liveVendor's case study[1]

Takeaway

The insurer, with about 4,500 staff and 280 local offices, added email automation after centralizing member records. Time savings are the company's own account.

Sources

NFU Mutual customer story
Microsoft4 Mar 2025Vendor publication

Source summaries

[1]Microsoft4 Mar 2025

NFU Mutual consolidated member data in Dynamics 365 and added Copilot for Sales for email handling. Microsoft reports savings of 30 to 90 seconds per email and up to 3.5 days of manual administration per agency since launch.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026