Case Study: Eversource achieves $15M in value and returns 150,000 hours/month to the business with SS&C Blue Prism

Eversource Boosts Customer And Employee Engagement Using Intelligent Automation

Eversource, the largest utility in New England serving four million customers and employing over 8,000 people, needed to streamline complex operations—from metering and supply chain to billing and customer management—while keeping the change transparent and engaging for employees. To meet this challenge it partnered with SS&C Blue Prism to explore intelligent automation and digital workers that could reduce customer friction and free staff to focus on higher‑value work.

SS&C Blue Prism implemented an open, employee‑driven rollout of automation, deploying more than 50 automations and Blue Prism digital workers to handle routine processes such as billing special‑handling requests. The digital workforce now processes over one million internal transactions, returns about 150,000 hours to the business each month, eliminates thousands of negative customer interactions annually, and has delivered roughly $15 million in steady‑state value for Eversource.

Eversource

Shane Kokoruda

Vice President