When Mercian Trust set out to explore how artificial intelligence could improve life across their multi-academy trust, they didn’t start with technology. They started with people. Their goal was simple: return time to colleagues, improve access to knowledge, and raise the quality of decisions without adding to workload. 

With support from Microsoft and Marra as their chosen delivery partner, Mercian turned that ambition into reality. Together, we built Sequoia—a Copilot Studio agent designed to streamline communication and empower every department with faster, more consistent access to information. The result is a powerful example of how thoughtful investment in AI can deliver measurable business value. 

Turning AI potential into practical value

The project began as Mercian expanded to twelve schools, 1,500 staff and more than 10,000 students. Rapid growth brought operational complexity, and the central services team was spending too much time answering repeat queries. The Trust’s Director of Digital Development, Dave Wright, recognised that Copilot and Power Platform offered a way to scale capacity without scaling workload. 

Mercian first introduced Microsoft 365 Copilot to boost individual productivity, piloting 20 licences that quickly grew to 150. Early results were striking: 65% of staff reported improvements in wellbeing and efficiency. But the Trust wanted to go further, creating an AI colleague that could respond instantly to common questions, surface information securely, and free people to focus on higher-value work. 

That’s where Copilot Studio came in. 

From assistant to digital co-worker

Marra’s senior developer, Michael, explained during the webinar that Copilot Studio enables organisations to build tailored agents that go beyond generic AI tools. “They don’t just generate text,” he said. “They orchestrate processes, integrate with systems, and work securely inside your Microsoft environment.” 

For Mercian, that meant bringing together knowledge scattered across SharePoint sites, inboxes and policies into one trusted channel. With Marra’s guidance, the team prepared and structured their data, tested extensively, and embedded strong governance. Over 340 functional tests and more than 100 user-acceptance sessions ensured the agent, Sequoia, was reliable, intuitive and secure. 

Within weeks of launch, Sequoia was handling hundreds of staff queries across HR, finance and operations. The impact was immediate: 28 hours of administrative time saved in just two weeks, satisfaction scores of 4.8 out of 5, and a growing sense of confidence among staff that AI could make their working day easier. 

Collaboration at the core

Both organisations emphasised that partnership was critical. “As education experts, we knew our challenges,” Dave Wright reflected, “but Marra brought the technical expertise and structure to turn ideas into a working, safe solution.” 

For UX designer Daniel Hammond, the process was as much about upskilling as delivery. “Marra didn’t just build and leave,” he explained. “They taught us how to manage environments, test effectively, and develop new AI topics ourselves.” This collaborative approach means Mercian can now sustain and expand its Copilot capability independently, with Marra remaining a trusted partner for future innovation. 

Lessons for digital leaders

Mercian’s journey offers valuable insights for any IT or digital leader considering Copilot Studio: 

• Start with purpose. Define the business problem first. AI should solve real challenges, not chase trends. 

• Prioritise governance and data readiness. Strong foundations build confidence and long-term adoption. 

• Engage users early. Continuous feedback loops and visible quick wins drive lasting change. 

• Partner strategically. Combining in-house knowledge with specialist expertise accelerates results. 

The business case for AI investment 

For Mercian Trust, Copilot isn’t a shiny add-on, it’s a symbol of digital maturity and culture change. The Trust now uses Sequoia not only to answer questions, but to identify knowledge gaps, improve service delivery and inspire innovation across schools. 

As Steph Thompson from Marra concluded in the webinar, “The real power of AI lies not in the technology itself, but in how we choose to apply it. With purpose, empathy, and a clear understanding of the people it’s designed to support.” 

If you’d like to hear the full story, watch the webinar recording, or get in touch with Marra to discuss how Copilot Studio could unlock new value in your own organisation.