Paysafe Streamlines Operations and Boosts Creativity with Copilot for Microsoft 365

Bringing the Efficiency of AI to FinTech: Paysafe Streamlines Internal Processes with Copilot for Microsoft 365

This case study details how Paysafe, a leading payments platform, leveraged Copilot for Microsoft 365 to overcome challenges related to complex documentation, information management, and multilingual communication, ultimately enhancing efficiency and creativity across its global workforce.

Executive Summary

Paysafe, a prominent FinTech company, faced significant hurdles with managing extensive documentation, a complex information ecosystem, and the need for multilingual support across various geographies. To address these issues, they adopted Copilot for Microsoft 365. With strong backing from their CEO, Paysafe employees rapidly integrated Copilot into their daily workflows, leading to streamlined meetings, improved information access, and more efficient document creation. This adoption helped break down language barriers, automate time-consuming tasks, and foster greater creativity.

Paysafe: A Global Payments Leader

Paysafe operates as a global payments platform, serving merchants and consumers, particularly within the entertainment sectors. The company facilitates seamless transactions through services like payment processing, digital wallets, and online cash solutions. In 2023 alone, Paysafe processed over USD 140 billion in transactions, supporting more than 260 payment types across 40 currencies worldwide.

Driving Innovation with New Technologies

As a FinTech company, Paysafe is committed to adopting cutting-edge technologies to boost efficiency. Daniel Ivanov, Director of Corporate IT at Paysafe, noted the immediate impact of Copilot's demo, stating, "When we saw the demo of Copilot, we knew we had to try it out." The enthusiastic support from CEO Bruce Lowthers for artificial intelligence (AI) further encouraged experimentation. Paysafe was an early adopter, joining the Copilot for Microsoft 365 Early Access program at the earliest opportunity.

Initial deployment involved distributing 200 licenses, with close monitoring of usage to gauge effectiveness. Paysafe then collaborated with Microsoft and Noventiq to organize workshops and training sessions, empowering employees to maximize Copilot's benefits in their daily tasks.

Transforming Processes: From Manual to Automated

Paysafe quickly realized the benefits of Copilot, particularly in managing internal meetings. Previously, manual note-taking, action item tracking, and participant logging were necessary for every meeting. Copilot automated these tasks, providing ready-made summaries and action items. Employees could also use Copilot to quickly catch up on missed meeting details.

Beyond meeting documentation, Paysafe employees utilized Copilot to accelerate tasks such as information summarization and presentation creation. Ivanov highlighted the shift: "We used to do things manually, dealing with a lot of administrative work. Copilot makes everyone happy because suddenly the least enjoyable tasks can be done automatically."

Copilot also significantly improved information retrieval. Ivanov explained, "Copilot can look through documents and find the information I’m looking for, which saves me time and eases my cognitive load, especially if there’s a lot of reading involved." This enhanced access to accurate information proved crucial for project delivery and decision-making.

Fostering Creativity Across Borders

Paysafe's global operations present unique challenges, including a diverse workforce and the need for multilingual communication. Nilce Piccinini, PR Director at Paysafe, elaborated on this: "We work in multiple countries. Everything needs to be translated into various languages: policies, standard operating procedures, meetings. Even if we could do it ourselves or hire someone else, it would take a lot of time, not to mention the cost." Copilot addressed this by enabling automatic translation of texts, allowing employees to focus on quality assurance.

Copilot also streamlined document creation. The IT team used Copilot in Word to generate technical documentation and knowledge base articles by referencing multiple documents and consolidating information into a coherent text. This process saved the IT team an estimated 10% to 50% of their time compared to manual creation or information searching.

"Compared to preparing documentation from scratch or searching for information manually, with Copilot our IT team saves between 10% and 50% of time."

– Daniel Ivanov, Director of Corporate IT, Paysafe

With drafting simplified, Paysafe employees could dedicate more time to creative endeavors. Piccinini shared, "I can ask Copilot to create a first draft quickly, so instead of staring at a blank page, I can unleash my creativity to perfect the copy. I can then ask Copilot to expand my ideas or suggest options." This was particularly beneficial for the marketing and communications teams, who rely on compelling content. Piccinini added, "Within our marketing team, we rigorously test headlines and translate content across various languages. Copilot significantly streamlines these tasks, automating translations and providing diverse headline options swiftly. This not only saves us time but also ensures precise and efficient communication."

Securing Confidence in Innovation

Strong endorsement from Paysafe's senior management was critical for the widespread adoption of Copilot. Piccinini reflected on the initial hesitation regarding AI, especially given the sensitive nature of processing global transactions. "Initially, we were hesitant about AI. Think about it: we process transactions for companies and merchants all over the world; we can't risk safety lapses. But when our top management endorsed it, it validated our curiosity, and the decision to equip people with Copilot licenses gave us a safe way to experiment." The CEO's encouragement, "If you are not using AI yet, you should start," empowered employees to explore Copilot's capabilities.

Discover More Details

• Customer: Paysafe (https://www.paysafe.com/)
• Products: Microsoft 365, Microsoft Copilot for Microsoft 365
• Organization Size: 1,000–9,999 employees
• Country: Bulgaria
• Business Need: Employee experience

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Fueling Innovation with Microsoft

Paysafe's journey with Copilot highlights the transformative potential of AI in enhancing business operations. By embracing AI tools like Copilot, companies can streamline workflows, improve communication, and unlock new levels of creativity and efficiency.

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