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Transforms Global Operations with Microsoft 365 Copilot
Aqua Expeditions, a renowned luxury river cruise company, partnered with Axiom IT Solutions to elevate their operational efficiency and customer engagement using Microsoft 365 Copilot. With a globally distributed team across sales, IT, marketing, and operations, Aqua Expeditions recognized the need to streamline communication, enhance collaboration, and increase productivity across departments. To accelerate this transformation, Aqua Expeditions leveraged the Singapore Enterprise Development Grant (EDG), which provided vital support in adopting advanced digital tools and guided change management.
With Axiom’s expertise in Microsoft solutions and deep experience supporting SMEs and mid-sized enterprises, the implementation of Microsoft 365 Copilot was strategically planned and customized to meet Aqua Expeditions’ specific business needs. Axiom facilitated comprehensive training sessions, use case development, and hands-on onboarding to ensure that teams could fully harness the power of Copilot from day one.
The impact was immediate and measurable. The executive team reported a 60% reduction in the time required to review legal agreements—critical for maintaining agility in contract negotiations and vendor management. Frontline teams began delivering on-brand, personalized customer proposals faster than ever, enhancing both the consistency and the quality of customer communications. Marketing and sales professionals experienced productivity boosts of 20–60%, while IT operations saw a 15–25% decrease in time spent on support tasks, thanks in part to the elimination of third-party transcription tools.
Nikki Tan, Global Head of IT at Aqua Expeditions, shared her experience: “We saw immediate benefits from Microsoft 365 Copilot for our globally distributed team across sales, IT, marketing, and operations. From helping our executive team rapidly review legal agreements to enabling front-facing teams to deliver on-brand personalized customer proposals to making virtual meetings efficient, we’re seeing 20–60% uplifts in productivity and satisfaction. Our executive team experiences a ~60% reduction in document review time, while our IT team spends 15–25% less time on support and has eliminated third-party transcription tools. Employees draft emails and policies 5x faster, saving about 3 hours per week. These improvements let us focus on delighting customers with our world-class luxury cruise experiences.”
This successful digital transformation, powered by Microsoft 365 Copilot and supported by EDG funding, not only optimized internal processes at Aqua Expeditions but also reinforced their commitment to delivering exceptional guest experiences. Through this journey, Axiom continues to play a pivotal role in helping Aqua Expeditions sail confidently into a more productive and innovative future.
Transforming Higher Education Support with AI Voice Agents: NTU Singapore & Axiom IT Solutions Case Study
Nanyang Technological University, Singapore (NTU Singapore), a global leader in higher education and research, has always been at the forefront of innovation. To strengthen support for its 40,000 students and employees, and 300,000 alumni, NTU Singapore’s Shared Services division (NSS) partnered with Axiom IT Solutions Pte Ltd to pioneer the first AI Voice Agent in Singapore’s higher education sector.
Launched in July 2025, the collaboration marked a milestone in digital transformation, ushering in a new era of high-tech, high-touch service excellence and reshaping how universities deliver always-on, accessible and scalable IT support.
The Challenge: Meeting Rising Expectations
Before the AI Voice Agent was developed, NTU Singapore’s IT helpdesk relied on a traditional call center model. While effective, it faced limitations: Limited coverage: Support was only available during office hours, leaving service gaps after hours, on weekends, and during public holidays. Resource drain: Live agents spent significant time on repetitive queries, reducing capacity for complex issues requiring human expertise.
Limited insights: Lack of robust data made it challenging for management to identify trends and optimise resources.
The Solution: AI Voice Agent by Axiom IT Solutions
Axiom IT Solutions Pte Ltd created a customized AI Voice Agent for NTU Singapore, seamlessly integrating it with the university’s IT helpdesk and transforming the way support is delivered.
Multilingual engagement
-Supports multiple local languages.
Real-time assistance
-Real-time phone support for technical issues.
Smart follow-up via SMS
-Sends follow-up instructions via SMS for complex cases.
Seamless escalation
-Automatically routes complex queries to Level 2 engineers.
Performance dashboard
-Provides real-time monitoring, analytics, and call insights for quality assurance.
Sentiment analysis
-Gauge caller sentiment to support continuous service improvement.
Results & Benefits
The implementation of the AI Voice Agent as an AI-Interactive Voice Response (AI-IVR) system at NTU Singapore has had a significant and measurable impact:
24/7 availability
-IT support now runs continuously, including evenings, weekends and public holidays.
Enhanced coverage
-The AI-IVR system handles approximately 20% more calls outside office hours, ensuring no query goes unanswered.
Strong resolution rate
-The AI-IVR system resolves 75% of the issues it handles, demonstrating robust problem-solving capabilities.
Future-proof operations
-The University is better positioned to scale up support as the student population and service expectations
grow.
Better customer experience
-Callers enjoy faster responses, timely resolution of queries, and the convenience of communicating in their preferred language.
Data-driven insights
-Rich insights into query types and call volumes enable more informed decisions on resource planning and
service improvements.
Smarter workforce allocation
-Autonomous triage and resolution of common issues free live agents to focus on high-value, complex
cases requiring empathy, critical thinking and human judgement.
“At NTU, service excellence means being responsive, inclusive, and ready to support our community anytime, anywhere. Introducing the “AI Voice Agent” has allowed us to elevate the service experience for students, staff and alumni. By combining human expertise with artificial intelligence, we can now deliver faster resolutions, greater accessibility and a support model that is truly future-read.“
Kenneth Lim
NTU Shared Services,
Nanyang Technological University, Singapore
“Our partnership with NTU Singapore represents a milestone in higher education support services. By harnessing the power of AI Voice Agents, we’re not only boosting operational efficiency, but also ensuring every caller—no matter the hour or their language—is heard, guided, and supported.
Together, we’re shaping a future where technology and human expertise work hand in hand to deliver truly exceptional service. We had a superb experience working with the professional NSS Information Technology team.“
Lam Pang Ngean
Director of Axiom IT Solutions
Looking Ahead: A Model for Higher Education
The success of the NTU Singapore-Axiom IT Solutions collaboration sets a new benchmark for the application of artificial intelligence in higher education support services.
By combining human expertise with AI, the University has successfully created a scalable, inclusive and resilient support model that stands as a compelling example of innovation in action.
As universities face growing demands for accessibility and responsiveness, this NTU Singapore case study highlights how AI can drive high-tech, high-touch support while expanding reach, boosting efficiency, and elevating service standards.
Enhancing Productivity with Copilot for Microsoft 365 at SCTP
On 27 August 2009, Mr. Lee Yi Shyan, then Minister of State for Trade and Industry and Manpower, announced the establishment of an accreditation body for local tax professionals. This vision materialized in May 2010 with the official launch of the Singapore Institute of Accredited Tax Professionals (SIATP).
Today, accredited tax professionals represent a diverse cross-section of Singapore’s economy. Whether they are tax accountants in practice, tax lawyers, professionals in commerce, academics, or public sector experts applying tax knowledge, they benefit from a host of privileges and support offered by tax accreditation. These benefits enhance their tax competencies and provide industry and peer recognition, enabling them to excel in their profession.
In 2020, the organization marked a significant milestone with its 10th anniversary by becoming an independent entity. It was rebranded as the Singapore Chartered Tax Professionals Limited (SCTP), symbolizing its strengthened commitment to advancing the tax profession and deepening its engagement with industry stakeholders.
SCTP remains steadfast in its mission to elevate tax practice standards, promote the strategic value of tax expertise, and contribute to Singapore’s vision of being Asia’s leading global financial and business hub. It continues to support a dynamic tax community that includes executives and advisors from varied professional backgrounds.
Through its efforts, SCTP ensures that its accredited professionals stand out as the preferred choice in the field of tax expertise.
Microsoft 365 Copilot, combined with the Enterprise Singapore grant, is playing a pivotal role in enhancing the daily work of the Singapore Chartered Tax Professionals (SCTP) and promoting AI adoption among its members, especially small and medium-sized tax practices. Here’s how:
Streamlining SCTP’s Daily Operations
Email Summarization and Management:
SCTP professionals often deal with high volumes of emails, including complex tax queries and updates. M365 Copilot helps by quickly summarizing key points, organizing action items, and reducing time spent sifting through emails.
Data Management and Analysis:
Tax professionals frequently work with intricate financial datasets. Copilot simplifies the process by automating data analysis, identifying trends, and preparing reports, allowing SCTP members to focus on strategic decision-making.
Document Drafting and Review:
From preparing tax advisory notes to drafting compliance documentation, M365 Copilot speeds up content creation and ensures consistency by suggesting accurate, context-aware recommendations.
Meeting Efficiency:
Copilot enhances productivity by summarizing meeting notes, highlighting key action points, and even drafting follow-up emails, making collaboration seamless and effective.
Enhancing Productivity with Copilot for Microsoft 365 at Portcullis Trust
Portcullis is a family owned independent Trust Company. They have offices located in Singapore, Hong Kong, Taiwan, Labuan, Johor Bahru, the BVI, Samoa and the Cook Islands. They also maintain licenses in the Cayman Islands and Seychelles. Portcullis commenced business in 1984 as a small part of a law practice in Singapore. In the 35 years since its inception, Portcullis has evolved into one of the largest Asian independent trust, fund and family office service providers. Portcullis partnered with Axiom IT Solutions Pte ltd to implement Copilot for M365 for their offices.
User-Friendly Integration
Co-Pilot seamlessly integrates with Office 365, making adoption effortless. Portcullis IT team quickly adapted to its features, and the learning curve was minimal. The intuitive interface and contextual prompts enhance our productivity.
As Co-Pilot continues to evolve, they eagerly anticipate discovering even more use cases. Whether it’s compliance monitoring, risk assessment, or legal document drafting, Co-Pilot’s AI capabilities empower us to work smarter.
Conclusion
“Thanks to Axiom IT Solutions and Microsoft Co-Pilot, Portcullis Trust is better equipped to navigate the complexities of our industry. We look forward to a future where AI-driven productivity becomes the norm.”
Douglas Lee
Head of Compliance
Portcullis Trust (Singapore) Ltd
Care Corner: SINGAPORE NONPROFIT STAYS CONNECTED WITH CLIENTS IN NEED WITH AN INTEGRATED SOLUTION
Care Corner, a Singaporean nonprofit organization, has been providing social services for children, youth, families, and seniors since 1981. When COVID-19 hit in early 2020, the organization rapidly shifted its in-person services online. However, many of its clients have limited internet access. Relying solely on an online platform risked leaving Singaporeans in need without support in the midst of a worldwide health crisis.
To fill this gap, Care Corner partnered with Axiom IT Solutions Pte Ltd to implement voice and video calling with Microsoft Teams. The solution, built on the organization’s existing implementation of Microsoft 365, gives counsellors the option to use Microsoft Teams to contact clients by telephone.
With this system in place, Care Corner can continue providing valuable support when clients need it most.
Innovix: LEADING TECHNOLOGY DISTRIBUTOR IN ASIA SEAMLESSLY SHIFTS TO REMOTE WORK VIA MICROSOFT 365
Innovix Distribution helps grow their clients’ businesses across Asia by offering technological and distribution solutions. In response to the worldwide health crisis in early 2020, the company’s Singapore office shifted to a work-from-home setup.
Soon after, they discovered that many of the Singapore office’s inbound calls were going unanswered. This created a negative experience for some customers. Innovix needed to ensure that they can deliver high-quality customer service despite the shift to remote work.
In response to this need, the company partnered with Axiom IT Solutions in implementing Microsoft Teams Phone System.
This solution enabled Innovix employees to support clients with best-in-class technological solutions, without disruptions.
GHOWS: SINGAPORE BASED BOUTIQUE LAW FIRM BOOSTS EFFICIENCY USING MICROSOFT TEAMS
GHOWS LLC helps Singaporean and international clients solve challenges related to intellectual property (IP) and technology, data protection, commercial disputes, and transactions.
Despite its recent founding in 2019, GHOWS has established itself as an innovative firm, starting with something that most of the legal industry is hesitant to adopt—digital technology.
The firm uses Microsoft Teams and SharePoint to edit, review, share, and store documents that contribute to efficient workflow.
Armed with solutions implemented by local Microsoft technology experts Axiom IT Solutions, the firm can now operate at truly modern speeds.
Bentz Jaz: SHIFT TO DIGITAL HELPED SINGAPORE PEST CONTROL PRODUCTS LEADER OVERCOME CHALLENGES
Founded in 1997, Singapore’s Bentz Jaz is a regional leader in the pest control products business, distributing industry-leading brands to customers across Asia and Southeast Asia, including Thailand, China and Vietnam.
This thriving international business faced severe challenges in early 2020 because of travel restrictions but says it was able to quickly overcome them, thanks to Microsoft technology expertly implemented by Microsoft partner Axiom IT Solutions Pte Ltd.
Childcare Provider Busy Bees Takes to the Cloud with Office 365
Busy Bees deploys Office 365 to improve collaboration amongst its network of 52 preschools in Singapore
SINGAPORE – 9 December 2015 – Microsoft Singapore announced today that Busy Bees, a leading early childhood care and education provider headquartered in the United Kingdom, has successfully migrated to Office 365 for its 1,500 employees in Singapore.
Busy Bees, founded more than 20 years ago, is the largest childcare services provider in the U.K. The company recently expanded into Asia and has been growing rapidly since. The company now runs 52 childcare centres in Singapore and is looking to grow its operations quickly to achieve its goal of becoming the largest early education provider globally.
AXIOM IT Solutions Pte Ltd: Ushering the Total Benefits of Microsoft Teams in APAC
Recently, Microsoft signaled the end of Skype for Business Online by July 2021. Consequently, many of its users are now shifting to Microsoft Teams, a unified workplace communication and collaboration platform that combines persistent workplace chat, video meetings, calling functions, file sharing, and application integration. It allows business users to call landlines or cellphones using the same app. In fact, Microsoft Teams is the fastest growing business app in Microsoft history. It has gained a lot of traction in the past months for its collaboration capability and its ability to marry traditional PSTN calling with VoIP technology. However, this PSTN calling mechanism is not available for users in the APAC region. Enter AXIOM IT Solutions Pte Ltd, a company that has already made a splash in the cloud services arena in APAC, and now moves on to conquer the enterprise collaboration side of it. The company offers AXIOM Teams Connector to bring the benefits of seamless PSTN connectivity to users in APAC. “As a complementary solution enhancing the value of Microsoft Teams, AXIOM Teams Connector benefits all Microsoft Office 365 users,” says Lam Pang Ngean, Managing Director of AXIOM.
Real Estate Firm Chooses Office 365 over Google to Improve Collaboration
“Google had gaps we would have had to fill with other solutions. But when we subscribed to Office 365, we had a working enterprise solution right from the start.”
David Seah, Assistant Vice President, Information Technology, Hersing Corporation
Employees and agents at Hersing Corporation―working across a disparate mix of messaging technologies―sometimes found it difficult to communicate. Email messages and attachments could be delayed, lost, or corrupted, which created delays and reduced efficiency. Hersing wanted to standardize its messaging environment and enhance collaboration while controlling IT costs. After it evaluated several cloud services, Hersing determined that Google Apps did not provide the familiar user experience or the deep collaboration functionality the company needed. Instead, Hersing adopted more than 200 Microsoft
Office 365 subscriptions for its headquarters’ employees, and
5,000 additional Office 365 subscriptions for its field agents. Now, the company has standardized its messaging environment and its business identity, developed the agility it needs to expand, and reduced its IT costs by as much as US$300,000.