How our customers actually use AI.

I've built our own workflows into it as reusable skills, so the same job runs the same way every time instead of being re-explained each session. Membership applications now go straight into the CRM, with a review step before anything is written.

I've started automating our training certificate generation and sending them out to learners. The prompts were the thing, structuring them so the model understands your role, context, task and format, and asking it to validate its own answer.

I'm using Copilot far more effectively now, summarising documentation and building engineering calculators for specific applications. I've created a few agents, and I'm working on one for investigation documentation.