Microsoft Copilot opportunity to impact key functional area KPIs
Review our KPI overviews and view additional scenario details.
IT budget variance
Keep your budgets on track by improving employee and process efficiency.
KPI — IT budget variance
Keep your budgets on track by improving employee and process efficiency.
How Microsoft Copilot can help improve budget variance
Budget variance refers to the differences between the figures you projected in your budget and your business’s actual performance. A favorable variance would mean you spent less than the allocated budget. This metric can be calculated as the actual spend minus the budgeted spend.
Create internal feedback loop to identify cost saving areas:
- Draft employee surveys focused on the value of resources utilized and ideas for cost savings
- Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization
Improve employee efficiency and productivity:
- Have Copilot assist with emails and document drafts
- Save time on administrative activities such as generating meeting notes and follow up items
Roles
- CFO
- Product Manager
- IT Director
- Finance Analyst
- Procurement Specialist
Microsoft AI solutions
- Microsoft 365 Copilot
- Microsoft 365 Copilot for Finance
Usage rate
Create great onboarding experiences and collect and analyze feedback to improve user experiences
KPI — Usage rate
Create great onboarding experiences and collect and analyze feedback to improve user experiences
How Microsoft Copilot can help improve app usage rates
Usage rate is a metric used to measure the total number of unique users who interacted with an application over a specific period. It is often calculated for a day, week, or month. A high usage rate indicated high engagement and measure usage over time can be used for to determine user retention. This metric can be calculated as the number of unique users in a given time period.
Create onboarding materials:
- Use Copilot to draft training guides
- Use Copilot to enhance employee handbooks
- Generate news and announcements
Product feedback and updates:
- Draft employee surveys focused on the value of resources utilized and ideas for updates
- Research ideas for product improvements
- Manage update processes
Roles
- Support Specialist
- Project Manager
Microsoft AI solutions
- Microsoft 365 Copilot
Product adoption rate
Create great onboarding experiences and collect and analyze feedback to improve user experiences.
KPI — Product adoption rate
Create great onboarding experiences and collect and analyze feedback to improve user experiences.
How Microsoft Copilot can help improve the product adoption rate
Product adoption rate is the percentage of users who have adopted a new app over time. This metric helps you to see if you are meeting employee needs and if your onboarding process is assisting the users in discovering and getting value from your product. This metric can be calculated as new active users/total users over some period.
Create onboarding materials:
- Use Copilot to draft training guides
- Use Copilot to enhance employee handbooks
- Generate news and announcements
Respond to user inquiries:
- Respond quickly to emails
- Gets answers fast by searching
internal sites and documents - Custom Support Chatbots (Built with Copilot Studio)
Roles
- Product Manager
- Success Specialist
- Support Agent
Microsoft AI solutions
- Microsoft 365 Copilot
- Microsoft Copilot
- Copilot Studio
Customer satisfaction score (NPS)
Real-time AI assistance for faster issue resolution allows agents to focus on delivering high-quality service.
KPI — Customer satisfaction score (NPS)
Real-time AI assistance for faster issue resolution allows agents to focus on delivering high-quality service.
How Microsoft Copilot can help improve NPS
NPS is a commonly used metric in IT that indicates how satisfied employees are with IT services. Microsoft Copilot can improve customer satisfaction by providing real-time AI assistance for faster issue resolution, generating personalized email responses, analyzing customer feedback, and allowing agents to focus on delivering high-quality service.
Incorporate feedback:
- Rapidly analyze customer feedback
- Quickly create recommendations
- Swiftly update scripts and processes
- Create communications to socialize the changes
Enhance customer loyalty:
- Better understand customers
- Resolve issues on the first call
- Limit the need for escalations
- Anticipate emerging trends
Roles
- Service Desk Manager
- Customer Service Manager
- Customer Service Agent
Microsoft AI solutions
- Microsoft 365 Copilot
- Microsoft 365 Copilot for Service
- Copilot Studio
IT outsourcing costs
Use the time savings gained from Copilot to bring activities in-house and reduce reliance on external resources.
KPI — IT outsourcing costs
Use the time savings gained from Copilot to bring activities in-house and reduce reliance on external resources.
How Microsoft Copilot can help reduce costs
Whether it’s trimming operational expenses, streamlining processes, or maximizing the value of investments, cost reduction directly impacts profitability, competitiveness, and long-term sustainability. By strategically managing costs, businesses can allocate resources more efficiently, enhance financial stability, and remain agile in an ever-evolving market.
Create internal feedback loop to identify cost saving areas:
- Draft employee surveys focused value of resources utilized and ideas for cost savings
- Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization
Improve employee efficiency and productivity:
- Have Copilot assist with emails and document drafts
- Save time on administrative activities such as generating meeting notes and follow up items
Roles
- Chief Information Officer
- IT Manager
- Procurement Specialist
- IT Operations team
Microsoft AI solutions
- Microsoft 365 Copilot
- Copilot Studio
- Microsoft Copilot
Service outage response
Copilot helps you work to get your services back up and running and maximize user satisfaction.
KPI — Service outage response
Copilot helps you work to get your services back up and running and maximize user satisfaction.
How Microsoft Copilot can help optimize service outage response
During a service outage, seamlessly responding to users while fixing the service is key as the app downtime can lead to lost productivity. Copilot for Microsoft 365 helps your team provide efficient and professional outreach to employees as you work to get your services back up and running and maximizing user satisfaction. Service availability can be measured as (expected availability minus downtime) divided by expected service availability.
Respond to user complaint or inquiry:
- Respond quickly to inbound emails
- Access customer records for improved support
- Gets answer fast by searching internal sites and documents
Speed up internal communications:
- Draft emails with Copilot
- Draft email comms and announcements with Copilot
Save time on administrative activities:
- Generate meeting notes and follow up items
Roles
- Support Specialist
- Project Manager
- Network Engineer
- Developer
- Incident Response Team
- Product Manager
- Cloud Architect
Microsoft AI solutions
- Microsoft 365 Copilot
- Microsoft Copilot
- Copilot Studio
Average support ticket resolution time
Microsoft Copilot enhances customer support by integrating AI assistance into self-service and service desk workflows.
KPI — Average support ticket resolution time
Microsoft Copilot enhances customer support by integrating AI assistance into self-service and service desk workflows.
How Microsoft Copilot can help reduce average support ticket resolution time
By leveraging Copilot’s intelligent insights and gained efficiency, you’ll be able to enhance customer satisfaction and optimize your team’s productivity and resource allocation.
Increase support communications and follow up efficiency:
- Have Copilot assist with emails inbound and outbound emails
- Draft email comms and announcements with Copilot
- Generate meeting notes and follow up items
Improve quality of support materials:
- Improve awareness and educational materials
- Improve quality of emails and chats
- Use Copilot to draft training guides
- Use Copilot to enhance employee handbooks
- Gets answer fast by searching internal sites and documents
Roles
- IT Service Desk Analyst
- Service Desk Manager
- Knowledge Base Curator
- Project Manager
- IT Manager
Microsoft AI solutions
- Microsoft 365 Copilot
- Microsoft 365 Copilot for Service
- Microsoft Copilot Studio
Transform Information Technology processes
| Key processes | Before AI | Using AI |
|---|---|---|
| Change management | Many organizations face underutilization of applications and missed ROI because users don’t know about or aren’t trained to use them. | Assisted device acquisitionBuild analytics within Fabric Develop app for self-service device replacement Onboard and train new usersSimplify creation of database analytics Tech engagement healthSpeed time to productivity through planning and content. Create a project planImprove the speed and quality of communications to users. |
| Device and app management | Manual processes for device and app management can lead to inefficiencies and downtime for end users, which means overall decreased productivity. | License allocation and usageManage device healthManage application installations Speed troubleshooting of devices and apps. Update technology strategySpeed troubleshooting of installations to reduce downtime. Draft a product strategy documentGeneral IT prompts (Microsoft Copilot only)Make the best decisions by improving requirements, research, and communications. Evaluate and purchase a new IT solutionImprove overall IT operations. |
| Security and compliance | Manual processes can lead to an increase in MTTR and additional risk of a breach. | Conduct a multi-cloud vulnerability impact assessmentConduct a vulnerability impact assessment Get assistance with vulnerability impact assessments across cloud solutions. Conduct a security script analysisGet assistance with vulnerability impact assessments. Perform a security incident investigationGet assistance on script analyses Guidance on network upgrade scriptGet helpful guidance for security investigations |
| Service desk | Lack of self-service options and slow response times can lead to higher costs and additional downtime for users. | IT helpdesk chatbotOutage user communications Create a chat bot to answer employee IT questions. |
