EY: Dynamics 365 Sales with agents, and Copilot across the firm

Keeping CRM records up to date took time and was often skipped, especially by partners, so sellers lacked reliable client information. EY also wanted to show measurable returns from AI across its own workforce and back-office functions.¹

EY deployed 85,000 Dynamics 365 Sales licenses in 18 months, with a goal of 100,000, working with Microsoft Industry Solutions Delivery. The Sales Agent in Microsoft 365 Copilot works in Outlook and Teams: after a client call it summarizes the discussion and offers to update the record in Dynamics 365 Sales. EY built its own agents in Microsoft Copilot Studio, EY Growth Accelerator to move leads forward and EY Relationship Accelerator to keep client contact active.

Separately, EY first deployed Copilot to 150,000 users and is scaling Microsoft 365 E7 to more than 400,000 people. It uses Microsoft Power Platform and Copilot Studio in finance operations, Microsoft Foundry and Microsoft Fabric for an audit multi-agent framework, and Azure AI Document Intelligence (part of Foundry Tools) for tax document extraction.¹²

In our view, the CRM part is the most transferable: using an agent to draft record updates from call summaries targets the main reason CRM projects fail, which is that people do not enter data, and it matters most in partner-led firms. The Dynamics 365 story gives no measured results, and the firm-wide figures come from a joint EY and Microsoft announcement without methods or baselines. A smaller firm can test the same idea with the Sales Agent on an existing CRM before building custom agents.