Key outcomes
Telenor piloted Microsoft 365 Copilot with hundreds of users to understand its possibilities and challenges.
User surveys showed that Copilot supported information search, summarization, meeting notes, and overcoming blank-page challenges.
The Ninja community model played a central role in supporting adoption and driving engagement.
The challenge
Telenor wanted to understand the benefits and challenges of Microsoft 365 Copilot early in its development. As an organization aiming to become AI‑centric, they explored how AI could support everyday work while ensuring data security and supporting users across multiple countries. The company needed structured support to implement Copilot and assess its value.
“Initially, we thought we could handle the implementation on our own, but we quickly realized that we needed help for that. Context& had a well-structured way of working, and with their help, we gained concrete understanding of the investment’s value and Copilot’s potential.”
“Telenor aims to become an AI-centric organization, and we currently have many AI-related projects underway. We have a strong desire to stay at the forefront of development and understand the benefits and challenges.”
“In the beginning, despite the hype, the product was not yet completely ready and, for example, the support for Nordic languages was not very strong. However, based on the pilot, we were able to calculate that Copilot saves an average of eight hours of work time per month, which brings significant savings.”
The solution
Telenor and its subsidiary DNA piloted Microsoft 365 Copilot with support from Context&. The pilot included structured implementation support, user profile creation, ROI calculations, and the introduction of the Ninja community model. About 10% of active users were selected as Ninjas, receiving additional training to help drive cultural change and support colleagues.
About Telenor
Telenor is an international telecommunications company with more than 165 years of history and operations in eight countries. The company provides mobile services, ultra‑fast fibre broadband, and 5G connectivity to both consumers and businesses. Through its extensive mobile network and strong focus on digital security solutions and IoT, Telenor connects societies and ensures reliable communication across borders.
The result
The pilot grew from 300 to 500 users across Finland, Sweden, global functions, and parts of Asia. Users mainly applied Copilot for searching and summarizing information, drafting content, and generating meeting notes. Survey feedback showed enthusiastic reception. Findings from the pilot helped inform other units, and further workshops and training sessions were held after the pilot phase.
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