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

Microsoft

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

Use case typeContact center modernizationUpdated 6 days ago

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

90 days

deployment timeTime & speed

Strategic outcomes

Cost efficiencyUnified global service operations on one platformOther strategic outcomeGave consultants AI-assisted response drafting and review supportCustomer experience & trustEnabled more seamless and personalized mobility service

Primary read

Use case focus

Showing 3 of 3

1Contact center modernization
2AI agents
3Customer service automation

Multiple systems after the merger prevented unified visibility into service performance, SLA measurement, response quality, and workload across service lines.
Leadership needed a platform that could unify operations, deliver AI-powered insights, and scale globally.

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

Groundedness: 4/5Type: Customer StoryPublished: Jul 7, 2026Publisher: MicrosoftEvidence: PrimaryConfidence: High

Primary source

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