As a diversified logistics group, Swiss Post provides postal services, passenger transport, financial services, and communication solutions – both physical and digital. Empowering its 45,000 employees to work confidently with new technologies, especially M365 Copilot, is a key pillar of its transformation agenda.
Campana & Schott is supporting Swiss Post in realizing its Everyday AI vision – offering end-to-end guidance from strategic consulting and change management to the implementation of AI agents. The goal: to enable employees across the organization to use Microsoft Copilot effectively and responsibly in their daily work.
Success depends not only on a sustainable concept but also on its practical execution within a complex corporate environment. As a trusted Microsoft partner, Campana & Schott has delivered more than 400 Copilot and AI projects – each tailored to the unique needs of the client.
Together, Swiss Post and Campana & Schott developed a robust change strategy to prepare employees for Copilot adoption and launched implementation immediately. A modular offering was introduced to support different business units, allowing for an iterative rollout. The jointly developed Copilot and Agent Governance framework lays the foundation for scalable deployment across the organization, while the Agent Factory ensures efficient implementation of business requirements through AI agents.
Copilot Implementation
- Industry: Postal services, passenger transport, financial services, communication solutions
- Employees: 45.000
- Headquarters: Bern
- Website: www.post.ch
Swiss Post is Switzerland’s national postal service and has consistently been ranked as the world’s best by the Universal Postal Union (UPU). Its broad portfolio includes global mail and parcel delivery, express and courier services, financial and passenger transport, and digital communication platforms.
Strategic Goals
Together with Campana & Schott, Swiss Post defined the following strategic priorities for its Copilot rollout:
- Develop an Everyday AI strategy
- Drive company-wide Copilot adoption
- Enable leadership to work effectively with Copilot
- Provide modular enablement and support for business units
- Establish Copilot & Agent Governance
- Build a Center of Excellence
- Set up an Agent Factory
- Implement AI agents across the organization
Implementation Approach
After gaining initial experience with M365 Copilot in a pilot phase, Swiss Post – one of Switzerland’s early adopters – decided to scale the rollout across the entire organization. A key element of this strategy is Copilot Chat, which serves as a user-friendly interface for interacting with AI, even without technical expertise. This hands-on introduction allows employees to explore Copilot in a safe environment, lowering entry barriers and building trust in the technology. It also prepares them for the transition to full-scale use with paid licenses.
Given its experience with change initiatives, Swiss Post opted for a phased rollout. The goal was not only to introduce the tool but also to foster understanding and enthusiasm among employees – ensuring long-term, sustainable adoption.
Together with Campana & Schott, the following key workstreams have been successfully implemented:
1. Company-wide rollout concept
In collaboration with Swiss Post’s User Adoption Team, a foundational enablement program was developed to introduce Copilot Chat and M365 Copilot to all employees.
2. Leadership and executive assistant enablement
Experience shows that middle and senior management, along with executive assistants, play a pivotal role in successful AI transformation. Tailored change initiatives were designed to actively engage these groups and prepare them for Copilot adoption.
3. Modular offerings for business and functional units
Beyond the general enablement program, individual business units required more targeted support. Campana & Schott developed additional modules to address specific operational challenges and use cases.
4. Agent Governance framework
AI agents are essential to Copilot’s functionality. A clear governance structure was introduced to ensure technical feasibility and cost efficiency.
5. Copi – the change mascot
Copi was created as a friendly mascot to guide employees through the Copilot journey. Featured in trainings and communications, Copi offers tips and tasks, making the change initiative more engaging and accessible through storytelling.
6. Agent Factory setup
A standardized process was established to scale agent development – from simple retrieval agents to more complex process-driven solutions.
Technical Foundations
Swiss Post had already established its digital workplace on Microsoft 365 early on, ensuring a high level of maturity in both user adoption and technical infrastructure. This strong foundation allowed the Campana & Schott team to place the Copilot rollout at the center of the initiative from the outset.
Project Challenges
Rolling out a company-wide Copilot enablement program for an organization of Swiss Post’s size naturally came with a number of challenges:
- Diverse user base
The enablement program targeted all employees – from sorting and delivery staff to administrative teams and senior management. This diversity brought with it a wide range of needs and varying levels of familiarity with generative AI.
- Varying levels of M365 proficiency
Given the broad user base, employees had different levels of experience with Microsoft 365 tools. Since Copilot is embedded in applications like Word, Teams, and SharePoint, a solid understanding of these tools is essential for effective use.
- Lack of best practices
As a digital frontrunner, Swiss Post had few comparable examples to draw from. This meant the project had to break new ground in many areas.
- Rapidly evolving technology
Generative AI is a relatively new and fast-moving field. Microsoft continues to develop and expand Copilot’s capabilities, requiring ongoing updates to training content and enablement materials.
Success Factors
Several key factors contributed to the success of the rollout:
→ Existing initiatives
Swiss Post had already introduced various learning formats, including online trainings, the “5 Golden Rules” for working with AI, promptathons, and a “pilot license” program for M365 Copilot.
→ Close collaboration
The change strategy was developed in close coordination with Swiss Post’s Product Manager, User Adoption team, and M365 experts – all aligned with the company’s overarching IT strategy.
→ Parallel implementation
To accelerate progress, leadership training was rolled out in parallel with a modular enablement program tailored to the needs of individual business units.
→ Tailored support
Given the wide range of job profiles across the organization, customized support offerings were developed to meet the specific needs of each business area.
→ Agile project management
An agile approach allowed the team to respond flexibly to changes and continuously adapt the change measures to evolving project conditions.
→ Knowledge advantage
Campana & Schott brought experience from over 360 Copilot projects across more than 130 clients – enabling rapid scaling and efficient implementation.
Outcome
The successful launch of Microsoft Copilot at Swiss Post highlights the importance of a thoughtful, phased approach to introducing new technologies. Through close collaboration with Campana & Schott and targeted employee enablement, Swiss Post not only fostered widespread acceptance and use of AI across the organization, but also laid the groundwork for future innovation and efficiency gains.
Challenges related to user diversity and varying levels of M365 proficiency were effectively addressed through tailored training and support. Overall, the project represents a significant step toward a more digital, agile, and future-ready organizational structure.
Are you also interested in taking the next step with Microsoft 365 Copilot and considering a holistic implementation within your organization?
Our Copilot Level Up Session will help you plan concrete next steps and improve collaboration across your company.
