# Hamilton Hindin Greene _AI Customer experience from HHG. Copilot boosted efficiency, security, and client service —without losing a personal, relationship-driven approach._ Hamilton Hindin Greene Limited (HHG) has been helping generations of New Zealanders grow and protect their wealth for 125 years. That reputation is built on trust, deep relationships, informed advice, and results. Their longevity reflects an innate willingness to evolve, and a clear-eyed view that the smart use of technology is now essential to continue delivering on those same values. ## Navigating complexity with clarity Like many small but progressive firms, HHG faces a constant balancing act. Staying deeply human in their approach while embracing digital opportunities. Delivering personalised service, and meeting rising expectations around regulation, data, and security. With a small team, a defined budget, and high standards, every tech decision had to be intentional and deliver real value. It was against this backdrop that three key leaders, CEO Ian Perry, Compliance Manager Donna Moore, and NZX Adviser Jeremy Sullivan came together to shape HHG’s future direction, both business and technology. They knew that maintaining trust and quality advice in a changing world meant not standing still. HHG was ready and keen to embrace the growing potential of AI tools in the workplace. Rather than rush in, they wanted to harness this capability in a way that made sense for their business: productively, safely, and with the right foundations in place. ## Smart governance. Sensible AI. Stronger security. In choosing to roll out [Microsoft 365 Copilot](https://www.fusion5.com/nz/microsoft/microsoft-copilot "Microsoft Copilot") across the business, HHG saw the potential for real productivity gains. But they also knew that without the right structure and safeguards, moving too fast could create risk. They wanted to move forward, but deliberately. That meant building a digital foundation strong enough to support AI tools safely, responsibly, and in line with the way they work. Guided by Fusion5, HHG focused on three core areas: ### 1. Security audit A full review of SharePoint permissions helped identify and close vulnerabilities, ensuring only the right people had access to sensitive data. Controls were updated to support secure Copilot usage. **Why this mattered:** It gave HHG confidence that sensitive data was protected and Copilot could be used safely. Essential for a regulated business built on trust. ### 2. Governance A clear governance framework was designed and embedded across SharePoint and Teams. This included new rules of engagement, structured file management, consistent sharing settings, and a centralised approach to site creation. Workshops helped the team understand what was changing and why, and new practices like external sharing sites and template libraries made everyday tasks easier. **Why this mattered:** It gave the business structure and clarity, helping reduce complexity and enable smarter, faster decisions without compromising control. ### 3. Copilot training and enablement Hands-on training gave HHG staff the confidence to start using Microsoft 365 Copilot in their day-to-day work. They learned how to write effective prompts, summarise meetings, review documents, and explore new ways to save time. Ongoing support helped ensure adoption stuck, with Copilot quickly becoming a practical productivity tool across the team. **Why this mattered:** Real value came not just from the tool, but from the team’s growing confidence in how to use it. Safely, effectively, and in the flow of work. The approach mattered just as much as the outcomes. As a small business, HHG could move quickly, but chose to do so with clarity and purpose. "We didn’t want to get lured by slick new tools. Fusion5 helped us focus on what mattered, where we could extract real value, and how to move forward safely and securely." Donna Moore | Compliance Manager, HHG ## What it delivered The impact of HHG’s deliberate, well-structured approach is now being felt across the business, from compliance to client satisfaction. ### Regulatory confidence In a tightly regulated industry, responding to audits and oversight from the FMA is part of the landscape. With stronger governance and clearer data structures in place, HHG can now respond with greater speed and confidence. ### Security and risk management Managing multiple sets of sensitive data, from client and financial records to investment portfolios, demands a secure, well-structured platform. With Microsoft 365 set up the right way, HHG has greater assurance in how data is accessed, handled, and protected. ### Productivity and efficiency The team has gained real efficiency in day-to-day operations. Data is easier to consolidate, reports are quicker to produce, and insights are more accessible. As Copilot becomes part of regular workflows, more opportunities for time savings and smarter work continue to emerge. ### People and capability Technology is only useful if people are confident using it. This initiative has helped HHG’s team build comfort and capability with emerging tools like AI, keeping them relevant, equipped, and ready for what’s next. ### Client impact HHG’s client **NPS score has jumped from 56 to 70**. That lift is directly tied to improved client interactions and the ability to spend more time where it counts. CoPilot will only enhance their ability to deliver exceptional service to clients. They’ve also seen growth in client numbers, funds under management, and overall satisfaction. ## Keeping the human at the centre Through this phase of development, HHG never lost sight of what matters most: client relationships. Technology hasn’t replaced the human element. Instead, it has helped make it stronger, more consistent, and more productive. ## Looking ahead with confidence HHG knows technology won’t stand still, and they see the work they’ve started as just one part of an ongoing journey. With stronger governance, smarter tools, and a clear sense of purpose, they’re well positioned to keep evolving and continue delivering value for the next 125 years. Fusion5 have played an important role in our journey. They’ve brought ideas, guidance and technical depth, not just to deliver solutions, but to help us keep looking forward. Ian Perry | CEO, HHG Tim spends time with tech leaders and customers to understand how transformation really plays out. He turns real-world examples into clear, practical content focused on what changed, what worked, and what others can learn. ## Exploring how Microsoft Copilot can enhance customer experience without losing the human touch? Many relationship-led and regulated organisations are adopting AI tools like Microsoft 365 Copilot to improve productivity, security, and service quality. When supported by strong governance and data foundations, Copilot can deliver meaningful efficiency gains while maintaining trust and compliance. At Fusion5, we help organisations introduce Copilot safely and practically, strengthening governance, security, and capability so AI supports better work without losing the people-first approach. ## Frequently Asked Questions ### How can Microsoft Copilot improve customer experience in financial services? Microsoft Copilot helps teams work more efficiently by summarising information, accelerating reporting, and reducing manual effort. This creates more time for meaningful client interactions, allowing advisers and service teams to focus on relationships rather than administration. ### Is Microsoft Copilot safe to use in regulated industries? Yes – when implemented with the right governance and security foundations. Strong SharePoint permissions, clear data structures, and defined rules of engagement are essential to ensure Copilot can be used safely and responsibly in regulated environments. ### What foundations are needed before rolling out Copilot? Successful Copilot adoption starts with secure Microsoft 365 environments, clear governance frameworks, and consistent data management practices. These foundations reduce risk and ensure AI tools deliver real value rather than added complexity. ### What outcomes can organisations expect from Copilot adoption? Organisations can expect improved efficiency, stronger compliance confidence, better data security, and more consistent client experiences. Over time, this enables teams to scale quality service while staying true to their values and relationships.