Case Study: Shop Direct Group achieves agile, cost-saving back-office automation with SS&C Blue Prism

Blue Prism software provides “self-service” process automation capability to the Shop Direct Group to achieve significant improvements in key back office processes

Shop Direct Group, a major UK home-shopping retailer (brands include Very, isme and Littlewoods) with over 10.5 million customers and heavy contact-centre and fulfilment volumes, wanted to make back-office and customer-facing functions more efficient by automating repetitive processes without overloading IT. To create a “self-service” automation capability and an in-house centre of excellence, they deployed SS&C Blue Prism’s Blue Prism Operational Agility RPA software to build a virtual workforce.

SS&C Blue Prism implemented an enterprise-grade RPA solution that trained Shop Direct Group staff to rapidly configure and deploy bots for payment-term administration, insurance sales administration, marketing support and compliance tasks. The SS&C Blue Prism deployment delivered measurable benefits — significant reduction in FTEs, dramatic improvements in accuracy and right‑first‑time processing, faster delivery of automations (often in days), reduced pressure on IT, and projects delivered on time and on budget — boosting customer satisfaction and operating agility.

Shop Direct Group

Marie Marsden

Head of Credit Operations