Matterhorn Gotthard Bahn: Successful Implementation of Microsoft 365 Copilot with Bechtle

Matterhorn Gotthard Bahn – Fully supported by AI across the board: with Microsoft 365 Copilot.

Rail Traffic, Tourism, Logistics – the Matterhorn Gotthard Railway (MGBahn) provides tourism and transportation services in regions where many people spend their vacations: from the Matter Valley through Visp, Brig, and Goms to the Ursern Valley and Surselva. As part of BVZ Holding AG, it moves not only people but also ideas. Innovation is part of its journey—internally as well. Modern mobility needs modern tools. As a pilot organization for the entire BVZ Group, MGBahn aims to test new possibilities and demonstrate added value using Microsoft 365 Copilot. Bechtle supported the company from the very beginning: with a test group, genuine use cases, and a clear objective. The result: measurable time savings, high motivation, and the best conditions for the efficient and purposeful use of Microsoft Copilot licenses starting in 2025.

Project details.

Services

Modern Workplace

Industry

Transport / Logistics

Manufacturer

Microsoft

Company size

250 – 1,500 employees

Challenge.

Enabling more than 700 employees of BVZ Holding to use Microsoft 365 Copilot.

How can a meaningful entry into Microsoft 365 Copilot be achieved? The employees of MGBahn had already been using AI in a limited capacity. However, working in the cloud did not meet the compliance requirements of the corporate group. But what was the alternative? BVZ Holding wanted to concretely evaluate whether and how Microsoft 365 Copilot could be used in day-to-day work across all its subsidiaries. How can structured first experiences be gathered, and added value made visible? How can the potential for the corporate group be explored and unveiled? Which partner is best suited to combine the required fast implementation speed with a clear and effective methodology? The purposeful and efficient use of AI means nothing less than a cultural shift in everyday work practices.

Solution.

First, it was necessary to determine whether, and if so, why the company should further develop the use of Microsoft 365 Copilot. The first step: an internal pilot group consisting of eight decision-makers from areas such as Marketing, HR, Customer Service, and Rolling Stock, including a member of the executive board, was established. As part of a Microsoft 365 Copilot consulting service provided by Bechtle, the group worked together with experts to develop top use cases for MGBahn and the Gornergrat Railway, which also belongs to the group. These use cases ranged from text suggestions for the Zermatt Magazine and employee references to document analysis and handling reported disruptions. Bechtle calculated the time savings Microsoft 365 Copilot would achieve for each area.

The results convinced the executive board: before the end of the year, the decision was made to implement Microsoft Copilot licenses by 2025. To ensure smooth execution and quickly achieve noticeable and measurable progress, Bechtle trained the pilot group, supported internal communication, and recommended appointing a Product Owner—a so-called "Champion" to act as the central contact person for all Copilot-related questions. This Champion is based in the Human Resources and Organizational Development department and leads the rollout of Microsoft 365 Copilot. Licensing is demand-driven: anyone who wants to use Microsoft 365 Copilot must present a compelling application scenario. This approach keeps the deployment focused and ensures motivation among all participants.

During the introduction of Microsoft 365 Copilot, the pilot group was consistently well-motivated and engaged. Bechtle supported us with the right pace, as well as comprehensible and clear structures, while acting prudently and with great sensitivity. One particular challenge was that we brought the topic to the service provider relatively late. Our goal was to implement everything between September and December. Bechtle managed this exceptionally well and accomplished a great deal with us in such a short timeframe.

Martin Ittig, Head of IT, MGBahn

Business benefits.

More Efficiency Up to 90 minutes of time saved per day and per team through the smart use of Microsoft 365 Copilot.
Concrete Use Cases Directly from daily work routines – from employee references and customer inquiries to marketing texts.
Well-Founded Decision Basis Thanks to Bechtle's analysis and presentation of potentials, which convinced the executive board within three months.
Motivated Employees Inspired through training, coaching, and small challenges within the pilot group.
Clear Rollout Plan Thanks to a Product Owner, licensing strategy, and continuous training.
Secure Environment Within the Microsoft tenant, ensuring all entered data remains secure – Microsoft 365 Copilot is fully integrated into the existing IT environment.
External Perspective on Potentials Bechtle conducted interviews with all test participants for this purpose.
Complete Integration Seamlessly embedded into familiar tools such as Outlook, Teams, and Dynamics 365.
High Acceptance Among employees who demonstrated significant interest and were granted licenses.

Partner.

About our customer Matterhorn Gotthard Bahn

The BVZ Group provides public transportation and tourism services in the cantons of Valais, Uri, and Graubünden. Its core business includes the regional transportation services of the Matterhorn Gotthard Railway between Disentis or Göschenen and Zermatt, the train shuttle between Täsch and Zermatt, car transport over the Furka Pass, and freight transport between Visp and Zermatt (public service). The group's private sector activities encompass tourism offerings centered around the internationally renowned brands Gornergrat and Glacier Express, the real estate division, and stakes in Matterhorn Terminal AG Täsch and Zermatt Bergbahnen AG. In 2024, BVZ Holding generated revenue of over CHF 200 million and employed more than 700 people. The railway transport services were used by over 10 million travelers. bvzholding.ch