In the bustling world of financial services, where every detail counts, efficiency is paramount. Adi Bhatia, a branch manager at Island Savings, a division of First West Credit Union, faced a familiar challenge recently. When he needed to cover for a colleague, he realized the importance of having immediate access to all financial information and procedures relevant to the upcoming appointments on his agenda. Traditionally, this would have involved sifting through countless documents and verifying details in the middle of conversations, which could distract from the core focus on the credit union’s members. However, with the advent of Microsoft Copilot, a revolutionary AI-powered tool, preparing for these meetings, even on short notice, has become remarkably straightforward.
Adi Bhatia, branch manager at Island Savings in Chemainus, British Columbia, notes the enhanced interactions with members due to Microsoft 365 Copilot. Photo by First West Credit Union.
Previously, when Bhatia had to step in for his colleagues, he would spend a significant amount of time gathering all necessary background information from the internal systems. "In the past, covering a colleague’s appointments meant a lot of prep work," Bhatia explains. "Now, with Copilot’s capabilities, I can quickly access what I need to know about why a member is visiting, allowing me to be fully prepared before they even arrive." This streamlining of processes has allowed Bhatia and his team to dedicate more time to meaningful interactions with members rather than getting bogged down in data retrieval during meetings.
First West, which is British Columbia’s third-largest credit union with a membership exceeding 280,000 individuals, has recently become the pioneering Canadian financial institution to implement Microsoft 365 Copilot across its entire workforce. Over 1,300 team members now employ Copilot, seamlessly integrated within the Microsoft suite of tools. This strategic move represents a significant digital transformation aimed at enhancing the human element within its branches. By simplifying complex processes and procedures, First West is fostering deeper connections with its members, whether in person, over the phone, or online.
Launi Skinner, the CEO of First West, articulates the organization’s mission succinctly: “Our purpose revolves around empowering our members, communities, and teams to thrive, fostering financial health and optimism among Canadians.” She emphasizes that technology plays a crucial role in enabling First West to offer personalized advice and cultivate genuine, trust-based human relationships. By granting faster access to improved data and stored member information, Copilot elevates the team’s ability to provide impactful, tailored financial advice.
The integration of AI into First West’s tools marks a cultural shift, as Skinner points out. "Copilot removes the administrative burden, allowing our advisors to be fully present with members. This means quicker responses, clearer plans, and stronger human connections across every communication channel."
Launi Skinner, CEO of First West Credit Union, spearheaded the implementation of Copilot, making First West a leader in Canadian enterprise financial services. Photo by Brian Howell.
Making the Leap
The journey to adopting Copilot was swift for First West. Just about a year ago, members of the leadership team attended a demonstration showcasing how the AI assistant could enhance and support work functions. The presentation ignited immediate interest, leading a few team members to start testing the tool within First West’s ecosystem. By the end of 2024, around 200 to 300 licenses were distributed to early adopters to evaluate Copilot’s effectiveness across various roles.
These early adopters played a crucial role in shaping the tool to fit the organization’s needs. One proof of concept focused on unstructured data, which refers to text-heavy information not organized in a readily accessible manner. Darrell Jaggers, the chief transformation officer at First West, explains, “Our teams handle a vast amount of information. We didn’t add more places for them to look; instead, we made the trusted information we already had more accessible and actionable. In seconds, Copilot transforms a search into an answer, organizing our content — policies, procedures, resources — into clear, immediate steps. This allows advisors to move with confidence and maintain their focus on the members in front of them.”
During Copilot’s rollout, First West introduced a retail lending agent. This innovation utilized the extensive resources available — documents, procedures, updates — and incorporated them into an AI agent that swiftly provided solutions to employees. “Within seconds, advisors know exactly what to do next,” Skinner remarks. “The excitement was palpable — people were saying, ‘Wow!’ It wasn’t just a step forward; it felt like reaching a summit. It’s the solution they’ve been hoping for all along.”
The successes experienced by First West’s early adopter group facilitated a broader rollout of Copilot in the past six months, as many employees were eager to use the tools that had generated considerable enthusiasm within the organization.
Paul Brodeur, COO at First West Credit Union, discusses the organic demand and excitement generated by the initial rollout of Copilot. Photo by First West Credit Union.
Paul Brodeur, the chief operating officer at First West, comments on the organic demand for Copilot, saying, “Everyone knew someone using it, which sparked a ‘What’s going on over there, and how can I be a part of it?’ sentiment. In change management, it’s far easier to have people asking for change than having change imposed on them.” By starting with a select user group and encouraging them to work, learn, and share together, “we could demonstrate some quick wins that the rest of the organization could access. It was an exhilarating way to implement it throughout the organization,” Brodeur adds.
Crunching the Numbers
For First West, mortgage renewal is a critical aspect of their business. Brodeur notes that between September 1 and the end of the current year, First West will undergo more mortgage renewals than in the entire previous year. The process can be intricate and time-consuming for employees. Traditionally, they would have to navigate a Microsoft SharePoint site and sift through numerous documents to assist with the process.
Now, First West has developed an agent on top of SharePoint that enables advisors to query documents quickly and access step-by-step renewal details. “We’re conservatively saving time per renewal,” Brodeur states. “Typically, if an advisor isn’t entirely familiar with a process, they consult the nearest colleague, which not only uses their own time but also a colleague’s. By freeing up this time, we’ve achieved something powerful.”
In branch operations, Bhatia highlights how team members leverage Copilot’s search capabilities to retrieve a comprehensive set of related insights, facilitating more holistic preparation for member interactions. “When we query Copilot, it provides a complete picture — policies, checklists, related cases — allowing advisors to prepare comprehensively for member meetings,” he explains. “This 360-degree view boosts confidence, enabling them to identify the next best question to ask and clearly explain options.”
In conclusion, First West Credit Union’s deployment of Microsoft 365 Copilot is a testament to the organization’s commitment to enhancing member interactions through advanced technology. By streamlining administrative tasks and providing immediate access to vital information, Copilot empowers advisors to focus on what truly matters: building meaningful relationships and offering personalized, impactful financial advice. As First West continues to embrace innovation, it sets a precedent for the financial services industry, demonstrating how technology can amplify the human touch and foster a more connected, efficient, and member-centric experience.
