Insights / Case Study
This technology client has a funding program for partners who resell or implement its products with customers. Managing the program was a manual process requiring lookups across multiple programs (each with weekly rule changes), manual calculations, routing to finance/legal teams, and evidence validation.
When the program exploded from 90 to 1,600 monthly applications, it became unmanageable with the current resources. The client needed help automating the process by a partner experienced with the Microsoft products at the core of its operations.
As a Microsoft Gold Certified partner, Concentrix was ready to step in and evaluate the situation. We uncovered that while the client used Microsoft products to manage the partner program, it lacked experience in implementing Microsoft Copilot agents and their automation capabilities.
To begin, we made sure the client’s process and its data were ready for automation. By mapping out the complete set of end-to-end workflows and consolidating the rules for each program from OneNote into a structured SharePoint List database, we established a single source of truth (updated weekly by managers).
This data structuring was critical—Copilot agents require clean, accessible data to function effectively. By creating a centralized knowledge base, we enabled the agents to access accurate, up-to-date program rules instantly.
To enable automation, we worked with the client’s teams to implement Microsoft Copilot and trained them on how to create agents that would integrate with SharePoint, Power Automate, Planner, Outlook, and Teams.
Our Copilot agents created intelligent automation across the entire application lifecycle to:
Specialists were then able to validate the AI outputs and approve applications in 1.5 hours compared to 5 hours for the manual process. Once validated, Power Automate routed the applications to finance/legal teams while Power BI dashboards provided real-time status visibility.
“As a Microsoft Gold Certified partner, Concentrix was ready to step in and evaluate the situation. We uncovered that while the client used Microsoft products to manage the partner program, it lacked experience in implementing Microsoft Copilot agents and their automation capabilities.”
16X the application volume handled
70% faster application processing time
7.5 days saved on average cycle times
Zero increase in resources
Had the client continued with its existing manual process, it would have required 20+ new specialist roles to manage the increased application flow, with additional hiring required as new programs are added. Instead, automation empowered the existing team to focus on higher value tasks with less stress and less friction.
