TL;DR

UK Power Networks has reported a 480% return on investment and 96% adoption rate after deploying Microsoft 365 Copilot across 1,000 employees. The energy distributor credits bespoke training and targeted use cases for its success in transforming operations.

Measurable Results from AI Implementation

UK Power Networks, responsible for distributing electricity to 8.5 million homes and businesses across South-East England, East England and London, completed its Microsoft 365 Copilot rollout in December 2024 following an AI transformation journey that began in 2023.

The results have been substantial. Martin Knoebel, Head of Digital Solutions and Analytics, reports that the company has “unlocked new levels of efficiency and creativity, turning mundane tasks into opportunities for discovery and growth.”

Practical Use Cases Driving Value

The deployment succeeded through identifying nearly 50 specific use cases across different teams. The Procurement team uses Copilot for contract reviews and spending trend reports. Customer Service teams employ it to make communications more empathetic and prioritise complaints. Other departments have created AI agents that make buried SharePoint documents easier to search.

“By focusing on specific use cases that previously were time consuming and mundane, we delivered value from day one,” Knoebel explains.

The Training Difference

High adoption rates stemmed from a structured approach. The company established a Copilot Task Force, conducted 40 deep-dive interviews with teams, and ran workshops for over 950 colleagues. Training groups were limited to 20-30 people for targeted instruction, with 12 Copilot Champions providing ongoing guidance.

Looking Forward

UK Power Networks is also leveraging Azure OpenAI Service to manage incoming emails and smart meter data for proactive network monitoring. These capabilities support the company’s broader goal of enabling the UK’s Net Zero transition whilst maintaining cost efficiency for customers.

Source: Microsoft UK Stories