The Challenge

Microsoft’s Global Sales Transformation & Copilot Rollout

The Microsoft Sales Experience (MSX) team is the backbone of Microsoft’s global sales and partner transformation. MSX team is responsible for driving efficiency, productivity, and operational effectiveness across Microsoft’s sales ecosystem—including direct field sellers, customer-facing sellers, and partner resellers.

MSX manages the internal workflows within Microsoft Dynamics 365 Sales, helping sellers track leads, manage relationships, and surface actionable customer insights. This robust system is used by various roles, from account executives to customer success managers and technical sellers.

To advance its AI transformation, the MSX integrated Copilot into its partner and reseller sales applications and workflows, but it faced challenges in enabling sellers to adopt and use it effectively.

Despite Copilot’s potential to revolutionize sales productivity, Microsoft’s MSX team encountered several hurdles post-implementation:

• Resistance to change among sellers unfamiliar with AI workflows.
• Low awareness of how and where to use Copilot.
• Poor data quality and inconsistencies that impacted usage confidence.
• No effective way to measure Copilot usage or quantify ROI.

Without contextual, in-the-moment support, sellers often ignored or underutilized Copilot, resulting in unrealized value from its rollout.

The Solution

Bridging the Gap Between Sellers and Copilot Usage, One Click at a Time

Microsoft’s MSX team, already partnering with Whatfix to drive adoption of new MSX experiences and manage change, turned to Whatfix to drive Copilot adoption through in-app, contextual enablement.

With Whatfix, the MSX team designed in-app guidance and embedded workflow support experiences to enable its sellers with real-time, contextual use cases for utilizing Copilot in their workflows. The MSX product team was able to:

• Deploy Smart Tips directly in Dynamics 365 across key modules like Opportunities, Leads, Strategy Map, and Partner records. These helped sellers understand when and how to use Copilot, with one-click access to guided Flows that suggest contextual prompts that have shown ROI to other sellers.
• Add a hover-triggered Smart Tip (appearing as a Copilot logo instead of a traditional in-app tooltip) next to strategic fields on account records. When clicked, a Smart Tip was triggered that summarized key account data like enrollment status, SLAs, and previous engagements, dynamically tailored to the customer. Each summary ended with a suggested Copilot prompt.
• Launch just-in-time education experiences inside the platform, removing the dependency on external training or communications, all while contextualizing the Copilot experience at the moment of need.

The Results

6x Increase in Copilot Users: Measurable AI Adoption & Value Realization With Whatfix

Whatfix enabled Microsoft to tie Copilot adoption directly to productivity-related outcomes for its sellers, including:

• 89% of Copilot prompts triggered were directly the result of Whatfix in-app guidance.
• In only two weeks, the MSX team experienced a 6x increase in active Copilot users.
• Over the last year, MSX users engaged with Copilot 400,000+ times.

“Where Whatfix has really come together to help is with in-app info bubbles and adaptive learning experiences… we can inform sellers about newly launched features within the application and navigate them through how to leverage them in a very quick and easy manner,” said Chilamkurthy.

Beyond numbers, Whatfix became a trusted partner in Microsoft’s AI transformation journey. The MSX team continues to scale its innovation by connecting Whatfix to Microsoft 365 data sources (like Teams, Office, and Outlook), enabling even deeper contextualization for sellers, delivering real-time AI prompts based on customer conversations and seller behavior.

For Microsoft’s MSX team, Whatfix became more than just a tool. It was a critical part of the digital adoption strategy that empowered sellers, protected security, and scaled innovation across the enterprise.

Microsoft’s success story shows how Whatfix is the most effective digital adoption platform for enabling sales productivity, driving AI tool adoption, and creating a competitive edge through user-centric innovation.