Case Study: Getnet achieves 86% reduction in call center calls and faster merchant installs with SS&C Blue Prism

Getnet Transforms Customer Experience for Merchants with Blue Prism and ARIA Bots

Getnet by Santander (SMPS Merchant Platform Solutions México S.A DE C.V.), the payment processor serving 250,000 merchants in Mexico, faced long installer visits and merchant downtime because field technicians had to call the call center to perform POS terminal resets that took about 10 minutes. To streamline operations, Getnet turned to SS&C Blue Prism and its connected-RPA platform, using Blue Prism automation to reduce manual steps and improve operational efficiency.

SS&C Blue Prism implemented a solution combining a Blue Prism Digital Worker with an “Installer Chatbot assistant” (deployed with ARIA Bots) so installers can log cases via Facebook Messenger while en route; the Digital Worker then executes the terminal reset in PROSA and updates Getnet’s core systems. The SS&C Blue Prism solution cut calls to the call center by 86%, achieved 90% installer adoption within three months, shortened installer visits and substantially reduced merchant downtime.

Getnet