Fujitsu transforms business processes with 100,000 Microsoft 365 Copilot licenses

From internal AI transformation to an AI-ready society

In a rapidly changing and increasingly uncertain world, companies with global operations must move beyond established business models and continue creating new value.

Fujitsu, one of Japan’s leading global technology companies, is guided by its purpose, “to make the world more sustainable by building trust in society through innovation.”

Fujitsu's 2030 vision is to become 'a technology company that realizes net positive through digital services.' Its Management Vision 2035, announced in May 2026, identifies the coming years as a period of technology-led value creation.

Through its Customer Zero approach, Fujitsu applies AI-driven transformation within its own operations, then shares the resulting experience and practical insights with customers.

“The first priority is to transform our core business processes around AI and make the work itself AI-enabled,” says Masayuki Wada, Head of Corporate Digital Unit at Fujitsu Limited. Looking beyond its internal transformation, Fujitsu is working toward a broader AI-ready society.

“We aim to combine our own AI technologies, including the FUJITSU-MONAKA next-generation processor, the Fujitsu Kozuchi AI platform, and our proprietary Takane large language model, with AI models available in the market. By applying the right technologies in the right places inside Fujitsu, we can create new value and deliver it to our customers,” says Wada.

Fujitsu’s vision is to put AI technologies into practice as Customer Zero, including solutions developed outside the company, and use the resulting experience and technologies to help drive broader AI-powered transformation across society. In April 2026, Fujitsu made approximately 100,000 Microsoft 365 Copilot licenses available to nearly all employees worldwide and launched a company-wide AI initiative.

Building understanding while AI adoption scales

Microsoft 365 Copilot works within familiar tools, including Microsoft Teams and Microsoft Outlook. According to Wada, this integration gives Fujitsu a practical foundation for transforming everyday work.

Fujitsu began with a focused trial of 7,500 Microsoft 365 Copilot licenses in July 2025, spanning departments across the company. Wada says the scale was intentional.

“Microsoft 365 Copilot can support a wide range of tasks, from meeting notes to document creation, but a limited user group would only reveal a limited set of use cases. By deploying it across the company, we wanted to maximize its impact across as many business scenarios as possible,” says Wada.

The trial demonstrated broad value across the organization. Fujitsu expanded the deployment to 30,000 licenses in January 2026, followed by a company-wide rollout of approximately 100,000 licenses in April 2026.

“During the trial, we discussed what kind of ROI targets we should set. With strong support from management, we realized that the priority was to move quickly, use the technology ourselves, and evaluate its value through real-world use. We wanted to decide quickly, adopt quickly, create value quickly, and ultimately deliver that value to customers,” says Shunsuke Sawamura, Head of DX Division, CEO Office at Fujitsu Limited.

The rollout also built on Fujitra, Fujitsu's internal digital transformation network, which helped expand AI adoption across the company.

“Fujitra, short for Fujitsu Transformation, is a company-wide program that engages everyone from executives to frontline employees in transforming Fujitsu itself. The network we built through that effort helped us drive AI adoption quickly and smoothly across the organization,” says Sawamura.

Making AI adoption a company-wide practice

Through its company-wide AI initiative, Fujitsu has invested in training, engagement, and knowledge sharing to encourage adoption. “We created hands-on seminars and training videos so employees could learn at a level suited to their experience,” says Sawamura. To encourage use beyond individual productivity, the company recognizes outstanding use cases through the AI & DDM Award and the Teppan Agent Contest, while creating opportunities for advanced users to exchange knowledge.

These efforts have helped keep usage above 90% as of June 2026 while producing a growing number of AI-agent use cases.

“For adoption support, we focus not only on standard training but also on programs that encourage people to develop higher-quality ways of using AI. Microsoft Japan has supported us in areas such as content development and event delivery, and we greatly appreciate that support,” says Sawamura.

Some use cases are delivering substantial operational improvements. One example is the service desk. AI agents now handle initial responses and classification for a service desk receiving close to 300,000 inquiries annually, automating roughly 75% of that initial-response and triage work. Employees can focus more on higher-value activities such as improving knowledge content and AI accuracy.

Fujitsu is also advancing automation in sales, systems engineering, procurement, finance, and accounting, redesigning business processes around AI.

New agents support executives by visualizing information and generating reports and customer profiles. Sales-support agents use more accurate customer analysis to improve proposal quality and support business development. Fujitsu sees these as examples of how AI can help create greater value across the company.

“By sharing and recognizing these kinds of examples through programs such as our awards, we want to create a culture in which everyone is motivated to use AI,” says Sawamura. “Our goal is to build a cycle in which greater use of AI agents leads to stronger business performance across every part of the organization.”

Fujitsu's vision for a multi-agent work environment

Fujitsu envisions a multi-agent work environment in which Microsoft 365 Copilot provides a familiar entry point to specialized agents and business systems. Employees could access these capabilities through tools such as Microsoft Teams and Microsoft Outlook rather than navigating each system separately. By combining Copilot with Fujitsu's digital solutions and technologies from other providers, the company aims to connect AI agents, enterprise systems, and everyday work more seamlessly.

“Our vision is to place Microsoft 365 Copilot at the front of the overall work environment, with seamless connections to specialized AI agents from Fujitsu and other providers, as well as business systems such as ERP and CRM. We aim to create value and maximize impact by flexibly incorporating and combining technologies as they evolve,” says Wada.

However, the initiative is still in its early stages, and Fujitsu recognizes that further adoption programs and foundational work will be needed to realize this vision.

“Usage is above 90%, but access is not yet universal. Some employees work in customer or security-restricted environments where Copilot is unavailable. We are exploring ways to extend the benefits of AI to those employees, including agents that can help them catch up on company developments when they return to the office,” says Sawamura.

According to Wada, Fujitsu is also working to better understand the effects of AI adoption, including those that are not immediately visible. While the company initially focused on encouraging adoption rather than defining highly detailed KPIs, it also recognizes the importance of making outcomes visible as AI moves into practical use. Using causal-analysis technology, Fujitsu has begun identifying the factors that connect AI adoption with financial outcomes. The company plans to use these factors as intermediate key performance indicators to make the impact of AI more visible.

Microsoft Japan: a partner in shaping the future of work

Fujitsu is turning its attention to what it calls the “near future” now that the company-wide rollout is complete.

“We want to show how human roles will change as AI is introduced and how people can expand their capabilities by working alongside AI. By telling that story, we hope to reduce uncertainty among employees,” says Wada.

To realize this vision, Fujitsu believes it must accelerate AI-driven business transformation while building a robust AI foundation capable of governing a wide range of technologies. “Rather than waiting for every component to be in place, we plan to move forward by continuously improving what is available today,” says Wada.

Wada also expresses his appreciation for Microsoft Japan’s partnership and his expectations for the future. “We hope Microsoft Japan will continue to work alongside us on this 100,000-user initiative and on the broader transformation of work that lies ahead, so that together we can create value and return it to society,” says Wada. Sawamura likewise speaks highly of the collaboration with Microsoft Japan and the progress the two companies have made together.

“From the outset, Microsoft has demonstrated a strong commitment to making this project a success together with us. Since the trial began, Microsoft has continued to evolve through innovations such as Microsoft Copilot Studio and Microsoft 365 Copilot Cowork. Being able to move forward while continuously sharing the latest developments and insights has been extremely reassuring,” says Sawamura.

In April 2026, Miki Tsusaka, President of Microsoft Japan, joined Fujitsu President Takahito Tokita in a company-wide global event. Their discussion reinforced both Fujitsu’s commitment to AI-driven business transformation and the companies’ plans for deeper collaboration in the future.

As Fujitsu moves forward with a shared purpose, Microsoft Japan will continue supporting its vision for the future of work and its efforts to deliver value to customers and society.