United KingdomTravel and aviation2025 – ongoingWhitbread
Microsoft 365 Copilot for support-centre work
Whitbread's Copilot pilot participants reported saving 24 minutes a day
Problem
Whitbread's support teams spent time preparing business cases and coordinating programmes. The hotel group wanted productivity gains that justified software spending.
Approach
Whitbread piloted Microsoft 365 Copilot with 270 support-centre colleagues. Its Digital Heroes programme combined training with practical sessions and peer support. Following pilot feedback, it began extending access to 1,650 people, including multi-site hotel managers.
Results
Takeaway
The time-saving figure came from participant feedback during the pilot. It did not measure savings across the expanded rollout.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Internal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described a pilot involving 270 support-centre colleagues and plans to extend access to 1,650 people. Pilot participants reported saving an average of 24 minutes a day.
Full details are in the original sources.
