What was the impact of the AI solution?

Sirva moved the organization onto a single service platform. Relocation consultants now have case summaries, interaction highlights, and structured workflows. Leadership gained better visibility into SLAs, workload, response quality, and client service. AI support is expected to give consultants more time for complex relocation work and improve the customer experience. The company expanded its roadmap for additional Dynamics 365 agents and client-facing AI capabilities.

Source

MicrosoftProductionEvidence: Medium65/100

Sirva unifies global mobility operations on Dynamics 365 Contact Center with Microsoft Copilot Studio

Use case typeContact center modernizationUpdated Jul 7, 2026

After merging Sirva and BGRS, the combined global mobility business was running on multiple systems, including Zendesk and other CRMs, which limited unified visibility into service performance, SLA measurement, response quality, and workload across service lines. Sirva deployed Dynamics 365 Contact Center across its global operations in about 90 days and used Microsoft Copilot Studio to build custom agents that support relocation consultants. The new platform gives the organization a single service foundation with structured workflows, AI-assisted response drafting, response review, and broader reporting through Microsoft tools.

Organization: Sirva
Industry: Professional Services
Location: United States
Published: July 2026

Reported outcomes

Deployment time: Approximately 90 days

Time & speed

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Deployment time: 90 days

Microsoft Customer StoriesJul 7, 2026Customer storyExplicit claimMedium evidence strength

"The team went live on Dynamics 365 Contact Center roughly 90 days after the decision was made to migrate."

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Sirva
Provider: Microsoft
Maturity: Production
Linked source: Microsoft Customer Stories

Sirva deployed Dynamics 365 Contact Center across its global operations in about 90 days and used Microsoft Copilot Studio to build custom agents that support relocation consultants

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Contact center modernization
2AI agents
3Customer service automation

Deployed Dynamics 365 Contact Center across Sirva's global operations in roughly 90 days.
Used Microsoft Copilot Studio to build custom agents that draft customer responses from policies, historical actions, and client communication style.
Built a second custom agent to review consultant responses against client policies and surface quality metrics through automated dashboards.
Integrated the platform with Power BI, Power Apps, Azure Communication Services, and Microsoft 365 Copilot.
Launched an AI feature in the customer portal to answer questions about active relocating employee populations, with client opt-in for sensitive data.

Technologies

Dynamics 365 Contact Center Copilot Studio Microsoft 365 Copilot Azure Communication Services Power BI Power Apps

Sirva moved the organization onto a single service platform.
Relocation consultants now have case summaries, interaction highlights, and structured workflows.
Leadership gained better visibility into SLAs, workload, response quality, and client service.
AI support is expected to give consultants more time for complex relocation work and improve the customer experience.
The company expanded its roadmap for additional Dynamics 365 agents and client-facing AI capabilities.

Architecture

Dynamics 365 Contact Center as the core service platform, integrated with Power BI, Power Apps, Azure Communication Services, and Microsoft 365 Copilot; custom assistants were built in Microsoft Copilot Studio to draft and review consultant responses, and a customer-facing portal AI feature was added for eligible questions.

Sources & evidence1

Evidence: Medium65/100Evidence strength