Pets at Home boosted profit protection with autonomous AI agents
Pets at Home, McKinsey & Company, and Thomson Reuters have adopted Microsoft’s Copilot Studio and autonomous agents within Dynamics 365 to automate supply chain, sales, onboarding, and due diligence workflows. These AI agents handle supplier communications to avoid disruptions, sales qualification to accelerate lead processing, client onboarding to reduce cycle times, and legal due diligence to improve throughput—all leveraging secure integration with Microsoft 365 Graph, Dataverse, and Fabric. For Pets at Home, the profit protection team uses an autonomous agent to efficiently assemble cases for expert review, leading to significant annual cost savings. McKinsey’s onboarding agent reduced lead times by 90% and administrative efforts by 30%. Thomson Reuters cut legal due-diligence time by half, improving client offerings. Success depends on supplying quality data, but the agents have shown clear productivity and cost benefits for early adopters in retail, professional services, and legal sectors.
- Organization
- Pets at Home
- Industry
- Retail
- Location
- United Kingdom
- Published
- October 2024
Reported outcomes
−90%
timeTime & speed
Strategic outcomes
Catalog median for time & speed deployments: −55% across 674 reported metrics. Compare benchmarks →
Primary read
Use case focus
Showing 3 of 5
- 1profit protection automation
- 2supplier communications automation
- 3sales lead qualification
- Manual supplier communications created risk of supply chain interruptions.
- Sales teams lost efficiency handling low-priority leads.
- Onboarding processes required extensive manual, repetitive administrative work.
- Legal due diligence processes were slow, impacting business development.
- Productivity bottlenecked by data fragmentation and time-intensive manual workflows.
- Deployed Microsoft Copilot Studio and Dynamics 365 autonomous agents for targeted functions.
- Automated supplier performance tracking and communications for supply chain teams.
- Implemented Sales Qualification Agent for lead research and prioritization.
- Automated client onboarding using autonomous agents in professional services workflows.
- Designed legal industry agent for due-diligence acceleration.
- Reduced client onboarding lead times by 90% at McKinsey & Company.
- Cut administrative effort by 30% for onboarding teams.
- Halved due-diligence process times at Thomson Reuters, improving offerings and increasing pipeline.
- Pets at Home saved millions annually via automated case assembly for profit protection.
Architecture
Agents leverage Microsoft 365 Graph, Dataverse, and Microsoft Fabric for secure, integrated data access. Each agent—Sales, Supplier Communications, Customer Intent, Knowledge Management—is configured and trained via Copilot Studio. Data flows securely from internal sources to agents, where AI processes automate and route tasks for human review or full automation according to business rules.
Sources & evidence7
The same organization appears in newer AI deployment evidence.
- Same organization re-documented as recently as 2026.
- Cited source last checked Jun 12, 2026 — ok (0/7 broken).
Measures whether this deployment's public evidence persists — not whether the system is still in production.
AI-generated summary. Verify important details with the linked sources before relying on this case.