Challenge:  

FirstRand faced various challenges while communicating with their clients through emails, as South Africa has people from various cultures and languages. They wanted a tool that can help improve their communication with clients.  

Solution:

They chose Microsoft Copilot for Sales to improve communication with their clients. Also, they adopted Outlook for email communication. Copilot first understands the context and then suggests appropriate replies to bankers with a personalized touch and empathy.  

Impact:  

Bankers are more confident about their email communications with clients.  

Clients feel special as they receive emails with a personal touch.  

They have got a 94% adoption rate.  

The communication skills of bankers have improved.  

To know more about First National Bank’s experience with Copilot, download the case study.