Case Study: John Lewis & Partners achieves automated price‑match processing of 15,000 weekly queries and saves 62 workdays with SS&C Blue Prism

Blue Prism Digital Workers Help Shoppers get the Best Price at John Lewis & Partners

John Lewis & Partners faced a high-volume, repetitive challenge handling customer price‑match requests to ensure they offered the most competitive prices. Seasonal spikes (such as Black Friday/Christmas) made manual checks time-consuming and diverted staff from strategic work, so John Lewis turned to SS&C Blue Prism’s digital workers (intelligent automation) to streamline the process.

SS&C Blue Prism digital workers now create Salesforce cases from web forms, consult a third‑party price‑comparison provider, validate claims, notify customers and close cases, taking over the pre‑ and post‑sale workflow. During the 2018 Black Friday week five digital workers processed nearly 15,000 price‑match queries—saving the equivalent of 62 days of human work—freeing employees to handle exceptions and improving response speed and customer confidence.

John Lewis

Alec Sutherland

Partner & Automation Technical Lead (RPA)