Use Case Intelligence RSS Search use cases Search
Microsoft Software / SaaS United Kingdom

Flagstone

Customer Service Automation

The end-to-end platform as a service offering takes away a lot of the mundane, manual tasks with better support for our .NET applications and databases." Microsoft is an innovation partner Innovation success is at the heart of Flagstone's DNA.

Read the original story Explore all use cases
"My end vision with this is for us to serve 100 times more clients with two times more staff because they are now focusing on the value add, not the information search and retention." With one successful project already riding high, the Flagstone team is very excited about pursuing its AI objectives through the coming year.

Reported impact

Business outcome

Exploring how technology can help us do things better and faster has always been a big part of Flagstone culture." The Flagstone savings platform is used by charities, corporates, wealth managers and high-net-worth individuals.

  • Customer Experience
  • Productivity Improvement
  • Revenue Growth
  • Risk Reduction

Solution

Flagstone built its Microsoft solution to improve customer-service and conversational-support workflows. The end-to-end platform as a service offering takes away a lot of the mundane, manual tasks with better support for our .NET applications and databases." Microsoft is an innovation partner Innovation success is at the heart of Flagstone's DNA. Key components included GitHub Copilot delivered dashboards, apps, or copilots to users, and Azure OpenAI Service ran model inference or heavy processing. User prompts and domain content are orchestrated through Azure AI Studio, processed by Azure OpenAI Service, and then delivered through GitHub Copilot so Flagstone can return context-aware answers or automation in the flow of work. The stack stayed governed and extensible on Microsoft.

Data flow

User prompts and domain content are orchestrated through Azure AI Studio, processed by Azure OpenAI Service, and then delivered through GitHub Copilot so Flagstone can return context-aware answers or automation in the flow of work.

Solution architecture

4 components · 3 layers
  1. Compute
    • Azure OpenAI Service Runs large language models that generate grounded responses, summaries, and copilots.
  2. Serving
    • GitHub Copilot Assists developers with code generation and software-delivery tasks inside engineering workflows.
  3. Orchestration
    • Azure AI Studio Provides the build environment for prompt orchestration, safety controls, and model tuning.
    • Microsoft Power Platform Supports low-code automation and app development around Microsoft business data.

Architecture clues

  • "The data security and governance around that is already assessed and proven.
  • Azure OpenAI felt like a natural choice for Flagstone, from the point of view of user experience, technology and data governance "While one of our first AI use cases is AI-powered chatbots," Lee Provoost says, "the last thing that Mark wants is for me to come along saying 'I've got another tool to make your life easier'.
  • They are closely involved with testing and iterations, working with the developers to make it better." By leveraging the strengths of Azure OpenAI, Flagstone has made rapid and impressive progress.
  • US specialist financial services private equity firm Estancia Capital Partners will invest £108m in Flagstone to capitalise on expansion opportunities in the UK and internationally.

Evidence from the source

"My end vision with this is for us to serve 100 times more clients with two times more staff because they are now focusing on the value add, not the information search and retention." With one successful project already riding high, the Flagstone team is very excited about pursuing its AI objectives through the coming year.
Exploring how technology can help us do things better and faster has always been a big part of Flagstone culture." The Flagstone savings platform is used by charities, corporates, wealth managers and high-net-worth individuals.
Lee Provoost confirms, "Our engineers are starting to experiment with GitHub Copilot.
People have been using it a lot during our end of year review cycle." While Microsoft Copilot for Microsoft 365 has been the primary focus, the team are also exploring the potential of other Copilots, including GitHub Copilot for code development and review.
The end-to-end platform as a service offering takes away a lot of the mundane, manual tasks with better support for our .NET applications and databases." Microsoft is an innovation partner Innovation success is at the heart of Flagstone's DNA.
Transparency Evidence & methodology 70/100 reference value · 87% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value70/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth20/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact0/25
    0 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence87%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity8/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Microsoft

    Flagstone customer story

    First-party
    https://www.microsoft.com/en/customers/story/1757917432379027584-flagstoneim-microsoft-365-banking-and-capital-markets-en-united-kingdom
    Source type
    Vendor-published customer story
    Published
    May 2, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page May 2, 2024 · Microsoft · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

Related

Similar use cases

See all like this
Microsoft Dec 30, 2024 Document360 Software / SaaS United Kingdom With an aim to help businesses improve document efficiency and transparency, Document360 wanted to build an AI-powered knowledge base and service platform. Andrew Cloke, Chief Operating Officer, Document360 Increased customer engagement by 50% Reduced costs by up to… Customer Service AutomationEnterprise Knowledge Search Azure · Azure AI Search · Azure App Service Microsoft Dec 3, 2024 Cradle Software / SaaS Malaysia Making sense of the startup scene One of the key challenges of Malaysia's startup ecosystem was fragmented access to essential resources and support, causing inefficiencies that hindered startups' growth and success. Customer Service Automation Azure OpenAI Service Microsoft Dec 3, 2024 KMS Lighthouse Software / SaaS Global Always seeking innovation, it aimed to enhance its knowledge management platform to provide more efficient content creation and advanced AI capabilities for its global clientele across various industries. "Our net new business exceeded $1 million in the first few months." We've seen an increase in demand for our… Customer Service AutomationDocument Processing Azure Marketplace · Azure OpenAI Service · Dynamics 365 Field Service