Microsoft Business Operations transacts $100B+ in revenue for Microsoft each year. It is a complex business that involves 3800 agents across 12 business units, involving different languages, compliance, licensing, and regulation. Like many businesses, Microsoft was not born in the cloud. We are working through moving from a non-cloud optimized state to where we need to be to digitally transform. We have a vision of where we want to be, but found multiple barriers preventing us from getting there. We need to optimize our operations and get our digital transformation solution in place.
There is no single solution for how to transform; rather, we have spread our efforts across 4 key pillars: People, Process, Policy, and Technology. Today the Microsoft team has transformed the way Microsoft processes as many as 100 million transactions per day, automating ~70% of the revenue processing business process.