Inside the Win- Microsoft Copilot in Healthcare: Turning 75 Users into 7,500 with Mobile Mentor

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Hello, everyone. My name is Chad Muckenfuss, and I am the vice president of cloud here at Telarus. And with me today is Jay Hanley. Jay is head of solution architecture for Mobile Mentor, and we’re gonna discuss one of the recent wins that they had in the enterprise health care space. Hi, Jay. Thanks for joining me today. I appreciate having you here.

Hey, Chad. Really glad to be here.

So what I’d like to do is keep this short and sweet, and what we’ll do is just go through, a recent win that you had, like I said, in the enterprise health care space. First off, can you just kind of talk me through how this, opportunity came to be, what the struggles were with with the customer specifically? And then we’ll get into the resolution and and all of that here in a few minutes.

Yeah. Absolutely. So we’ve we’re a technology service provider, and and one of our partners is Microsoft.

Microsoft brought us into an opportunity where a large health care organization had recently experimented with Copilot, and they were now looking to further that execution of a tool that they’re they’re investing in with Microsoft. So they had concerns around data security.

They had concerns about training user training, and they had concerns around user enablement. So they were really struggling with an overall strategy as to how how do we get more value and how do we ensure that this investment in Copilot is gonna pay out, and and basically bring some value to, the organization. And so we were brought into, based on our copilot and AI adoption strategy, which consists of five work streams, around, data governance, data security, user, enablement, ROI on the investment, and then, basically, business use cases. So we we we work with them on all of these five work streams to to help them adopt Copilot in a secure manner.

Great. And that sounds like a a a terrific opportunity. So when you do this adoption and you go through obviously, data governance is key, as you said, and security is key, especially in the health care space because of HIPAA regulations and and all of the other aspects in the regulatory portion of this. But talk me through in in just a minute or two how, the enablement works.

You’ve got multiple different people in a in an enterprise health care space. Like, you have the doctors. You have, you have nursing. You have environmental services people that are cleaning rooms, all that different types of things.

How did you break this down to make this a successful rollout for Copilot?

Yep. So we really start with, leadership. So we we start with we were brought into this engagement. The CSO had concerns.

So we’re talking at the leadership level. We’re not, talking at the end user level yet. And so leadership is really driving where should we focus those business use cases. And so that’s where we start.

We start by talking to the executives, having them understand the value of Copilot, what it could bring to them, what might be some real use case scenarios. We try to get stakeholders, decision makers, as part of that team. And we we then start having discussions of, like, what’s your day to day like? Where do you see operational, improvements?

Where do you see some some efficiencies that can be gained from this? So we start out at that leadership level, and we get buy in from the organization that this is where they wanna start.

So talk me through the success of this now. So this has been in place in progress for quite a while with this, organization. And tell me how how it’s working, how it’s going so far.

Yeah. Absolutely. So like I mentioned before, we have a five, a five work stream effort. And so it’s really important because we’ve gone through the the AI adoption process ourselves, and this is where the the five work streams come from. So when we were, going through our own internal AI, enablement, we had issues that I think every organization comes to, which is, hey. What are our AI use cases? Where do we start?

What’s our data like within m three sixty five? Or just is it secure? Is it overshared? Who’s gonna get access to maybe sensitive information?

How do we change how people work? AI and Copilot right now, and it’s it’s really transformational. It’s not just a new tool or a new feature set. It’s a a new way of thinking about working.

Do people need to build agents or software? Right? So we we we kinda work through that, or can we do, like, low code, no code? And then we’re gonna go through this process.

How do we measure our ROI on this? How do we continue to, like, evolve and mature and grow this? And so that was a big thing. So we took those those five issues that we work with, and we’ve developed a strategy moving forward with organizations.

It’s it’s it’s very similar. We start with, one, once again, business analysis, two, the data security, the underlying data that’s gonna be giving the the the data, user empowerment. How can we ensure that these guys adopt the technology?

Are we gonna be doing low code, no code? Is it gonna be building new agents? And then how do we measure success? So that that’s our process.

And we can start with any one of those work streams.

They want to start as their one a data security. They knew right away that they had data security issues. So we started with data labeling. Data’s like, basically, a discovery of their environment, how good, how bad is it, and we help them with, data classification, data labeling, and we leverage other Microsoft technologies for that, such as Purview.

So it’s not just Copilot. There’s also some other tools that are in there as well that we leverage. And then from there, once we know that the data is secure, we can start using some use cases. So we have, this is where we have the meetings with leadership team, heads of different departments, and it’s really just a a brainstorming session of, hey.

How do you feel, we could help or AI could help? And we we cater those conversations towards reality. What can what can AI really do, with your organization? And then once we get into that, we have a use case.

We start user training. And this is where we went on-site with Microsoft, and we actually did seven, sessions of, like, seventy five to a hundred people of, basically, Copilot training. Basic questions like, what is it? What are prompts?

How do I use it? How do I find it on my on my, on my laptop or PC? So all of those things kinda feed into each other to, like, a a goal of adopting it, successful adoption, and it really worked wonderfully.

Great. I think, one of the key things that I’ve heard some of your leadership team at Mobile Mentor mention is they call Copilot the user interface or the UI for AI. And I that has stuck with me from the first time that I’ve heard it. And I I truly believe that Copilot is key in in a lot of these, especially at an enterprise and mid market level of rolling out AI and getting a quick adoption and and a good ROI on what what it can do for these organizations that are already in the Microsoft ecosystem.

Let’s let’s close here by just kind of giving me some some rough numbers. So approximately how many employees total, are are utilizing this in the overall, health system?

So we went from it was seventy five Copilot users, and they wanted to deploy it out to seventy five hundred. So that’s a significant jump of, employees, training. Think about the investment that was just put into, in into all of those employees, and they wanna see some value out of it. Right? Like, they wanna improve the organization and and see some ROI on this investment.

Yeah. So that’s great. So seventy five seventy five original key employees first grew to seventy five hundred. So with this, it is started out as a five figure opportunity from a from a cost factor and then has grown into a a six figure, or more potentially?

Abs absolutely. And so, you know, what you had just previously mentioned about, like, leveraging the Microsoft tools That really, that’s that’s what we’re trying to do. We’re we’re a technology services partner. We’re trying to help people unlock the technology.

Right? Empower them to do more with the technology that they have by unlocking, like, the full potential of Copilot and Purview and underlying security capabilities of Defender. So there’s a lot within that Microsoft stack. And if you think about it, Copilot and Microsoft will be the management plane for AI.

Right? It’s basically controlling the data, the security. It’s gonna be the agents, the identities.

So that’s really where you know, I think don’t think of Copilot as the AI model. It’s gonna be the user interface. People are gonna be using Copilot to get to the their their agents and data and and all of their AI.

They can do Claude. They can do Anthropic. So you’re gonna have different models that you can choose from. Chat g p ChatGPT is in there.

So just think of it that way. And then the way, you know, Microsoft is thinking is agents are gonna be similar to identities, and they’re gonna need management as well. And so Microsoft is well positioned. If you’ve invested in Microsoft, you’ve got a full functioning technology stack that you can leverage.

And this is where Mobile Mentor helps people unlock that, the full potential of that technology.

Terrific. Well, thank you, Jay. I appreciate you walking me through this, this great win, and, I hope that, we’ll have plenty more to bring to the table when we, as we continue to grow our relationship here at Telarus with Mobile Mentor. But again, I thank for that, and we look forward to to catching up again soon.