KPN amplifies marketing and sales productivity with Microsoft 365 Copilot for Sales

Overview

Dutch telecom provider KPN implemented Microsoft 365 Copilot for Sales integrated with Salesforce CRM to automate lead qualification, deal intelligence, and proposal drafting, with a survey of 78 salespeople finding it saves each person nearly two hours a week and 69% of account managers reporting improved offer quality.

The challenge

KPN's marketing and sales teams relied on manual effort across Microsoft 365 apps and Salesforce CRM to build campaigns, capture leads and manage a four-to-nine-month sales cycle, and wanted to save time on routine tasks and improve lead quality to win more new business.

The solution

KPN rolled out Microsoft 365 Copilot for Sales, integrating Salesforce CRM, Microsoft Graph, Outlook and Teams data, starting with a January 2024 proof of concept for 50 marketing and sales employees on lead qualification and deal intelligence, then expanding four months later to 300 more employees; its subsidiary and Microsoft Solutions Partner InSpark supported the rollout.

Reported business value

In a survey of 78 salespeople, Copilot for Sales saves each person nearly two hours a week; one manager cut a 4-hour sales activity study to a single click; 69% of account managers said the resulting higher-quality offers improved their chances of winning deals; and Copilot now drafts proposals, translates and rewrites emails, summarizes RFPs, and saves emails/notes to Salesforce automatically.