Normalized claim
Time: 14 hours decrease
Zurich's 300 Copilot users save approximately 14,000 hours annually due to improved workflow efficiencies and CRM data quality.
Zurich Insurance Group Uses Microsoft 365 Copilot for Sales to Streamline Workflows and Improve CRM Data
Use case typeCustomer relationship managementUpdated Jun 13, 2026
Zurich Insurance Group uses Microsoft 365 Copilot for Sales integrated with Dynamics 365 Sales to streamline workflows by embedding AI and sales insights directly into daily productivity tools like Outlook and Teams. The implementation allows employees to create, update, and link CRM data within their work applications without switching apps, improving CRM data quality and enabling more effective decision-making processes. Copilot for Sales consolidates customer interaction data and provides sales insights, enhancing relationship management and operational efficiency for Zurich's commercial insurance teams.
- Organization
- Zurich Insurance Group
- Industry
- Insurance
- Location
- Switzerland
Reported outcomes
14 hours
timeTime & speed
Strategic outcomes
Speed & agilityStreamlined CRM updates within work appsBetter decisions & insightImproved decision-making with customer insightsNew product / capabilityEmbedded AI sales insights into workflowsCustomer experience & trustEnhanced outcomes for brokers and customers
Why do we believe this?Outcome claims, sources, and evidence checks
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Zurich Insurance Group
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- Microsoft Customer Stories
Copilot for Sales consolidates customer interaction data and provides sales insights, enhancing relationship management and operational efficiency for Zurich's commercial insurance teams
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 2 of 2
- 1CRM Optimization
- 2Sales Productivity
- Zurich's commercial insurance teams faced inefficiencies and a risk of stale CRM data due to the cumbersome process of switching between multiple applications while managing over 100,000 active opportunities.
- The need to have accurate and up-to-date customer relationship data was critical for reporting, insights, and analytics, but the existing process was time-consuming and prone to delays.
- Zurich implemented Microsoft 365 Copilot for Sales integrated with Dynamics 365 Sales to embed AI-assisted sales insights and CRM management within Microsoft 365 productivity tools such as Outlook and Teams.
- The AI assistant enables client- and broker-facing teams to update and access CRM data seamlessly without leaving their workflow, reducing administrative friction.
- Copilot for Sales consolidates interaction data and presents relationship insights contextually in Outlook and Teams, empowering teams with a 360-degree view of customers.
- Zurich's 300 Copilot users save approximately 14,000 hours annually due to improved workflow efficiencies and CRM data quality.
- User feedback has shown enhancements in sales and retention ratios, alongside better outcomes for brokers and customers.
- The solution ensures data privacy and responsible AI use, reinforcing Zurich's commitment to security and compliance.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublisher: Microsoft Customer StoriesEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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