Case Study: Utilita achieves faster customer responses and 50% automated address-change processing with SS&C Blue Prism digital workers

Blue Prism Digital Workers Help Utilita Respond to Customer Requests Quickly

Utilita, a leading UK smart pay-as-you-go energy supplier, faced a growing backlog of thousands of disparate customer emails that had to be read and routed manually—putting pressure on response times and regulatory obligations. To scale efficiently, Utilita turned to SS&C Blue Prism and its Blue Prism digital workers (Blue Prism Cloud) to explore intelligent automation for customer support.

SS&C Blue Prism deployed digital workers that pick up emails from seven mailboxes, convert messages to PDFs, and use natural-language understanding and sentiment analysis to route requests and automate data entry across billing and CRM systems. The solution processes about 12,500 emails per month and has automated 50% of the change-of-address workflow, freeing agents to handle more complex queries, speeding responses, and improving customer satisfaction.

Utilita