Case Study: a medical device distributor speeds ERP lookups and reduces handle time with Velosio and Microsoft Copilot Studio

One Medical Device Distributor handles thousands of monthly interactions with Velosio

One Medical Device Distributor, a healthcare distributor and long-time Velosio customer, was facing significant operational inefficiencies. Its customer service team was spending a large portion of each day manually looking up order status, inventory, and invoice data in Dynamics 365 for both customers and its own sales team, a process that was slow and hindered the productivity of new and experienced employees alike.

Velosio implemented a solution using Microsoft Copilot Studio to create AI agents deployed in Microsoft Teams. These agents allow employees to get answers from live ERP data by typing a plain-language question into a familiar chat interface. The results were substantial, with the agents now handling thousands of interactions monthly for 300-400 users, saving an estimated 2-5 minutes per lookup. This has reduced average handle times, cut hold times, and dramatically accelerated the onboarding process for new hires.