Published : 26/02/2026 - 3 minutes read
Customer Success Stories
De Lijn: Unlocking the Value of AI with Microsoft 365 Copilot
De Lijn, a leading public transportation company, has taken a major leap in its digital transformation by successfully integrating Microsoft 365 Copilot.
Through the Copilot Vision & Value Accelerator program, a phased, hands-on training approach, De Lijn significantly improved adoption, deepened user knowledge, and increased overall satisfaction.
The program was co-funded by Microsoft and rolled out with precision and impact.
The Challenge: Starting from Scratch with Copilot
With over 100 Copilot M365 licenses acquired, De Lijn’s main objective was clear: empower employees to automate repetitive tasks and focus on higher-value work.
However, adopting a new AI-powered assistant is not simply 'plug-and-play'—it requires awareness, technical skills, and continuous support. The challenge was to introduce and embed Copilot effectively from the ground up.
The Solution: Engaging Workshops and Personal Coaching
To ensure a smooth rollout, De Lijn launched a five-step accelerator program combining interactive workshops with personalized follow-up. Key focus areas included:
- User Adoption: Encouraging hands-on daily use of Copilot.
- Effective Support: Combining targeted webinars with 1-on-1 and team coaching.
- Enhanced Knowledge: Building a fundamental understanding of AI capabilities within M365.
- High Satisfaction: Achieving a 93% recommendation rate among participants.
The structured program included a kick-off session to align expectations, the development of a strategic action plan, in-depth 3-hour workshops, tailored coaching sessions, and feedback surveys to measure the real-world impact.
The Results: Real Engagement and Lasting Impact
Thanks to this people-centric approach, supported by an initial $20,000 investment from Microsoft, De Lijn saw a significant increase in Copilot usage and user confidence. Employees reported better integration of the tool into their daily routines and a clearer understanding of how AI supports their specific roles. This case confirms that training, coaching, and measurement are essential to unlocking the true value of AI in the workplace.