Case Study: UK Bank processes 250,000 overdraft extension requests and reclaims 13,500 staff hours with SS&C Blue Prism

Digital Workers Help UK Bank Quickly Extend Overdraft Protections

UK Bank, a long-established British bank, needed to rapidly process high volumes of customer requests to extend a COVID‑19-era £500 interest- and fee‑free overdraft protection beyond the initial three months. To provide a fast online option and avoid overwhelming contact centers, the bank turned to SS&C Blue Prism and its intelligent automation program, using Blue Prism digital workers to handle the surge.

SS&C Blue Prism’s digital workers ingested online forms, performed validation checks, selected tariff codes, collated data for nightly bulk updates, and—once scaled—executed end-to-end UI checks, approvals, account changes and confirmation emails. The automation enabled the bank to process over 250,000 overdraft extensions, absorbed spikes of 20,000+ requests in a week, returned about 13,500 hours to the business, reduced thousands of phone inquiries, and kept staffing steady while employees focused on higher-value work.