Spar Nord wanted to explore how Microsoft Copilot and generative AI could be used to optimize workflows and free up more time for customers.

An initial pilot phase provided valuable insights, but it soon became apparent that a more structured approach was needed to ensure its full potential. Employees needed targeted training and a better understanding of how Copilot could be integrated into daily operations to increase productivity and deliver more value to customers.

At the same time, around 100 custom prompts were collected and validated, documenting concrete examples of how Copilot could be used in both simple and complex workflows. The work showed that Copilot provided high value, especially in dialog with customers. With the help of Copilot, business advisors can, for example, be more quickly prepared to discuss a new customer's needs within a specific industry, thereby gaining a deeper understanding of the company and the industry, including its opportunities and challenges.

“The training with Copilot and the predefined prompts gave us clarity on where the tool creates the most value. We now have a better picture of how we can leverage generative AI in the organization,” says Nikolaj Andersen, Digital Manager at Spar Nord, who has driven the implementation at Spar Nord.

With these insights, Spar Nord now has a strategic direction for how Copilot and generative AI can be integrated more broadly into the organization to create even greater business value.

The impact of the program was significant. Copilot adoption increased from 62% to an impressive 98% during the period, which is a testament to employee engagement but also the need for a structured process and attention to learning.

Spar Nord expects to roll out Microsoft Copilot to the rest of the organization during the second quarter of 2025.

It's not just about streamlining workflows - it's also an opportunity to rethink how technology can support existing workflows, strengthen collaboration across disciplines, and create even better customer experiences.

“We see Copilot as a powerful tool that can not only make everyday life easier for our employees but also inspire new ways of working. When we share experiences and find smarter solutions, we improve both the bank and the advice we provide to our customers,” says Kim Østergaard, Head of Digitalization and AI Manager at Spar Nord.

Spar Nord's journey with Copilot demonstrates how generative AI can deliver outstanding results, benefiting both the organization's employees and the bank's customer experience. Other financial institutions looking to leap AI-driven workflows can be inspired and consider how similar initiatives can create value in their organization.