Lumen Technologies, a global communications service provider, is undergoing a significant transformation to evolve from traditional telecom services to a technology-driven, innovative enterprise. Facing the challenge of enhancing productivity, improving customer experiences, and optimizing resource allocation, Lumen needed advanced tools and guidance to support their ambitious goals. Valorem Reply partnered with Microsoft and Lumen to support the adoption and enablement of Copilot for Microsoft 365 for 8,000 employees, providing strategic guidance and hands-on workshops to integrate these advanced AI tools. Following the successful rollout of M365 Copilot, Lumen decided to empower several thousand of their sellers and customer success professionals with Copilot for Sales to streamline sales processes. By automating routine tasks with Copilot, Lumen's employees can now focus on higher-value activities, leading to increased productivity and a better work-life balance. As a result, Lumen is seeing significant improvements in efficiency, customer satisfaction, and competitive positioning.

CHALLENGES & OPPORTUNITIES

• Transition from a traditional telecom services company to a technology-driven enterprise.
• Repetitive tasks leading to employee burnout and decreased productivity.
• Inefficient sales processes impacting customer satisfaction and revenue growth.

SOLUTIONS

• Copilot for Microsoft 365 and Copilot for Sales deployment, adoption and change management services.
• Evaluate and validate Lumen’s Copilot technical setup to ensure they are setup for success.
• Custom training materials, SharePoint resource page, and robust Champions network to promote internal adoption amongst teams.

RESULTS

• Increased productivity by automating routine tasks.
• Enhanced focus on higher-value activities for employees.
• Strengthened competitive edge in the communications sector.
• Elevated customer satisfaction and streamlined operations.