OVERVIEW
Medical Manufacturing
24,000 Employees
AI Adoption
Role-specific Microsoft Copilot rollout
"Quality teams stopped asking what Copilot can do and started asking how to get their audit summaries down to ten minutes. Once the guidance showed up inside their own workflow, in their own language, the conversation shifted from curiosity to craft. That's when we knew adoption had actually happened."
Head of Transformation
The Challenge
The company bought 14,000 Copilot licenses in one quarter. Go-live went smoothly, adoption did not. Three months in, IT could see logins, not behavior. One prompt a week counted as success. Managers couldn't say which teams used AI for real work, which had stopped, and which feared regulatory risk.
The change team had 3 people, 31 countries, and a backlog of ERP and quality-system rollouts competing for the same attention. Change fatigue was already showing in slower response rates on every internal campaign.
The Approach
Mapping 6 functions to 12 high-value AI tasks, such as drafting deviation reports, summarizing supplier audits, and building forecast commentary.
Launching five-minute, role-based playbooks, delivered in the language and tools people already used.
Nudging non-adopters with personalized prompts tied to their own daily workflows.
Training 140 local champions with monthly missions, peer demos, and a shared prompt library.
Reporting adoption by function, region, and task, replacing login counts with behavior data leaders could act on.
Results & Impact
Within 120 days, weekly active use rose from 18% to 71%. Regulatory and Quality, the slowest teams at launch, reached 64% and 68%. Finance hit 82% after adopting a forecast-commentary playbook.
Users reported 2.6 hours saved each week. Leaders linked AI usage to faster month-end close, shorter audit prep, and fewer manual report cycles. The company renewed all 14,000 licenses and cut planned consulting spend for adoption by roughly 60%.
"We rolled out to 14,000 people across 31 countries with a change team of three. The platform did the work we used to hire consultants for, from mapping playbooks by function to flagging exactly which teams needed a nudge. Without it, this program simply doesn't happen on our timeline."
VP of Change
Looking Ahead
The company is extending the approach to agentic AI, starting with supply chain and complaint handling. Next up: governance playbooks for agent builders, adoption metrics tied to revenue per rep, and a shared library of vetted prompts and agents across all 31 countries.
